Refund policy

Return and Refund Policy

Last updated: September 23, 2026

Houston's Country is operated by Black Label Country LLC. We want you to be happy with every order. This policy explains how returns, exchanges, refunds and cancellations work, including returns for change of mind.

Return window

You may request a return for any eligible item within 30 days of the delivery date. Requests made more than 30 days after delivery cannot be accepted.

Change of mind (buyer's remorse)

Returns are accepted for any reason, including change of mind. An item does not need to be faulty to be returned. Change-of-mind returns must meet the condition requirements below, and the customer pays return shipping.

Condition of returned items

  • Apparel and accessories must be unworn, unwashed, and free of stains, odors and pet hair, with any original tags still attached.
  • Music, media and other physical goods must be returned in their original packaging.
  • Please include your order number with the return.

Items that cannot be returned

  • Event tickets, admission passes and VIP experience passes (see Event tickets below).
  • Digital downloads and digital-only products once access has been delivered.
  • Personalized, custom-made, engraved or made-to-order autographed items.
  • Gift cards.
  • Donations and charitable contributions.
  • Items clearly marked Final Sale on the product page.

If an item in one of these categories arrives damaged, defective or incorrect, contact us and we will make it right.

How to start a return

  1. Send us a message using our contact form, or a direct message on Facebook or Instagram, within 30 days of delivery, and include your order number and the items you wish to return.
  2. We reply within 1 to 2 business days with return instructions and the return address.
  3. Send the item back using a trackable shipping service. Returns sent without prior authorization may not be processed.

You do not need an account, a login or a subscription to request a return.

Return shipping costs

  • Change of mind: the customer pays return shipping.
  • Damaged, defective or incorrect item: we pay return shipping and send you a prepaid label.
  • We do not charge restocking fees.

Refunds

Once your return arrives and has been inspected, we issue your refund within 5 business days to the original payment method. Your bank or card issuer may take a further 3 to 10 business days to post the credit. We email you as soon as the refund is issued.

Refunds cover the price of the returned items plus any tax paid on them. Original shipping charges are refunded only where the return results from our error or from a damaged or defective item.

Exchanges

We are glad to exchange an item for a different size or color within the same 30-day window, subject to availability. Message us and we will hold the replacement where we can. If the replacement is unavailable, we issue a refund instead.

Damaged, defective or incorrect orders

Contact us within 30 days of delivery with your order number and a photo of the item and its packaging. We will send a replacement at no charge or issue a full refund including original shipping, whichever you prefer.

Lost or undelivered packages

If tracking shows your order as delivered but it has not arrived, or if tracking has not updated for 10 business days, contact us. We will open a claim with the carrier and replace or refund your order.

Order cancellations

Orders may be cancelled for a full refund at any time before they are marked as fulfilled. Email or call us as soon as possible. Once an order has shipped, please use the return process above.

Event tickets

All ticket sales are final and non-refundable. Tickets are transferable: contact us and we will update the name on the order. If an event is cancelled or rescheduled by us, ticket holders may choose a full refund or a transfer to the new date.

How to reach us about a return

Houston's Country (Black Label Country LLC)
Contact form: https://houstonmerrill.com/pages/contact — monitored Monday to Friday, 9:00 AM to 5:00 PM Central Time
Social media: Facebook, Instagram, YouTube, TikTok and X

No account, login, subscription or payment is required to contact us, and we reply to every message within 1 to 2 business days.

We respond to all return and refund enquiries within 1 to 2 business days.