Can I cancel my order or return my purchases?

CANCELLATIONS

We cannot guarantee to cancel items from an order. If you want to cancel your order, please notify us as soon as possible. It may be that your order has already been despatched so we are unable to stop it. The only opportunity we have to cancel is prior to despatch. Cancellation requests must be sent by email, quoting your order number to shop@civilmusic.com. Download purchases cannot be cancelled.

GUARANTEES, RETURNS & REFUNDS:

We do not accept returns of download products, but offer a returns policy on all physical items under the following conditions:

All items are guaranteed to be brand new and should reach you in perfect condition. We will only replace items that are defective, have been damaged or sent in error. This is subject to the buyer notifying us within five working days of receipt of the goods and giving a description of the damage / defect and we will replace the item as quickly as we can. Do not send items back without our permission. Report faulty items by email to shop@civilmusic.com and we will send you return instructions. You have the right to return items to us for any reason within seven days of receipt, and we will refund you the amount charged for the item as part of your order. Items must be returned unused and unopened. Any postage paid as part of your order is none refundable and we will not cover your return shipping costs.

We are not able to accept returns of individual items sold as part of a bundled deal or promotion or special offer. Special terms apply to all physical products that come with digital audio files; when returning the physical item if you have already downloaded this digital files you will only receive a refund for the difference in cost between the digital and physical item.

Please note, if you opt to ship via any standard mail service, while an affordable solution this can in some cases prove unreliable, you automatically agree to the following shipping terms: We will not be able to provide you with order status once the package has been shipped. Your order can take up to 4 weeks to be delivered in the UK, 8 Weeks Internationally. If your shipment is lost, we will not be able to offer a refund. If your shipment is returned undeliverable, we will charge you to resend it or we will issue you a one-time use store credit for the value of the goods ordered only.

More details are provided below.

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Please note that the Purchaser is solely responsible for: Choices made regarding colour, size, or items purchased. Reading all information about audio file formats, image file formats, resolutions, and downloading. Carefully evaluating the attributes of all Civil Music site offerings and bundled packages to ensure they meet the exact specifications you are looking for. Not allowing children or other unauthorised family members or friends to access your credit cards or your account at the payment site to ensure that no one pays for a purchase without your express permission.

Q:The item is has not arrived, what should I do?
A: We will replace the item if you selected a “Recorded” delivery option. Please contact us via shop@civilmusic.com and we will promptly get back to you. We may ask you to wait up to 2 weeks before deeming an item lost, but generally with UK customers, orders should be with you within two days of despatch. European customers orders should be with you within three/four days of despatch. Rest of World customers orders should be with you within four/five days of despatch.

Q: The item is faulty or has been damaged in transit, what should I do?
A: We will replace any faulty item free of charge. Please contact us via shop@civilmusic.com and we will promptly get back to you. In the event of your order arriving damaged, or in the rare event it is faulty or flawed, please contact us as soon as possible and include both pictures of the packaging and specific damage or faults. We may require you to return the damaged or faulty item(s), but you will be reimbursed for your return postage. Please do not return items to us without contacting us first and receiving confirmation to return them.

Q: My download is failing and I am unable to get access to my files?
A: If you experience a problem when downloading material or encounter a broken link then please inform us immediately by sending an email to shop@civilmusic.com, giving details of item, date/time and any relevant order number you may have. If any download file persistently fails to complete, in agreement with you and at our discretion, we may withdraw your access to the file and will refund the full value of the file to you.

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