Ticket reseller Viagogo has told some Metallica ticket holders they'll need to send the tickets to Ireland to get a refund after the tour was postponed.
An email sent to customers explained Viagogo is a ticket reseller and will need to return the tickets to the original seller before providing a refund, so the tickets will need to be returned by October 7.
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"In order to ensure tickets are received in time, we recommend you use a trackable postage method to return the tickets to us. Any tickets not returned in time will not be eligible for a refund," the email says.
"Please note we are unable to refund you for the return postage."
People who purchased an e-ticket or have not received their tickets yet will be refunded automatically within the next seven days.
Metallica announced their New Zealand tour would not be going ahead on Saturday after frontman James Hetfield returned to rehab.
"We are truly sorry to inform our fans and friends that we must postpone our upcoming tour of Australia and New Zealand," the rest of the band said in a statement.
"As most of you probably know, our brother James has been struggling with addiction on and off for many years. He has now, unfortunately, had to re-enter a treatment program to work on his recovery again."
Viagogo has caused controversy in New Zealand before after customers who brought tickets through the website weren't able to get into events they wanted to.
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The Switzerland-based website is a legitimate ticket-selling site, but a favourite for scammers to sell fake tickets.
Viagogo told Newshub in a statement it guarantees a full refund, including shipping costs, if an event is cancelled.
"In some cases, i.e. transactions where paper tickets have already been shipped to buyers, Viagogo may ask customers to return their tickets in order to be refunded.
"Note - if sellers don’t require the tickets back then Viagogo can refund the buyers who have received paper tickets without requiring the tickets to be returned.
If an event is postponed, Viagogo follows the policy set out by the event organiser. Tickets are usually valid for the new date."