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RETURNS POLICY

Please note that the returns policy as stated within this page relates only to purchases made online at Ppropermusic.com and is not applicable to any purchases made from any other retail operations, this may include any/all Festival Concessions, Concert stalls or third party e-commerce label or artist stores managed and hosted by Transistor Music.

Returns Policy Terms

UK RETURNS

We will refund, exchange or offer store credit for most items provided they are returned unopened, unused and in their original packaging within 28 days of purchase. Some exclusions apply including, but not limited to:

- Downloadable products 
- Electronic gift cards 
- Sale items (if applicable)

You will be responsible for paying your own shipping costs for returning your item.

Both outgoing and return shipping costs are non-refundable.

You should consider using a trackable shipping service or purchasing shipping insurance. Transistor Music LTD are not responsible for items lost in transit.

Should you wish to have your order refunded, exchanged or receive store credit please e-mail info@transistormusic.com with your order number together with your preference and if applicable details of the product you want to exchange it for.

Your item(s) should then be returned to the address detailed below together with your order details:

Transistor Music LTD 
Unit 3 Greenwich Quay 
Clarence Road 
London 
SE83EY

If you decide you do not want either an exchange or store credit and request a refund a £4.50 handling fee will be deducted from your refund amount; Refunds can only be made to the method of payment on the original transaction.

NON-UK RETURNS

We will refund or offer store credit for most items provided they are returned unopened, unused and in their original packaging within 28 days of purchase. Some exclusions apply including, but not limited to: 
- Downloadable products 
- Electronic gift cards 
- Sale items (if applicable)

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. You should consider using a trackable shipping service or purchasing shipping insurance. Transistor Music LTD are not responsible for items lost in transit.

We do not offer exchanges to international customers. If you wish to change an item, you will have to return the item(s) back to us for a refund or store credit and place a new order.

Should you wish to have your order refunded or receive store credit please e-mail 
support@transistormusic.com with your order number together with your preference.

Your item(s) should then be returned to the address detailed below together with your order details:

Transistor Music LTD 
Unit 3 Greenwich Quay 
Clarence Road 
London 
SE8 3EY

If you decide you do not want store credit and request a refund a £4.50 handling fee will be deducted from your refund amount; Refunds can only be made to the method of payment on the original transaction.

PRE-ORDER CAMPAIGNS

Should you request to cancel your order before the product has been released please e-mail support@transistormusic.com to request the refund; a £2 handling fee will be deducted from your refund amount. Refunds can only be made to the method of payment in the original transaction.  Cancellations for Pre-Orders need to be requested 10 days ahead of the release date of the item.  After this the item will be in the stages of picking, packing and shipping therefore unable to be cancelled.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your refund within 28 days.

FAULTY GOODS

We apologize in advance for any items received damaged or defective. Please email us at support@transistormusic.com with your order number, a description of the issue and a photo of any damage. We will reply with instructions on making your return. Replacement items will be sent to you once your return has been received and inspected. It is your responsibility and cost to return items. We will refund your postage once your items have been received and inspected.

 

Order & Line Item Status Messages:

Our online order management system may display any/all of the following 'Order Status' messages so that you can track the status of your entire order and each order line:

Order Status: Description
Pending Order received (entire order can only be cancelled if no lines marked picking)
Part Shipped Part of order shipped to customer
Completed Entire order now completed
Order Line Status Description
Order Pending Order line received and awaiting picking (Order line can still be cancelled)
Order Requested Confirmation that your order has been received
Picking Line item now being picked (Order line can still be cancelled)
Processing Order picked and being prepared for despatch
Preparing To Despatch Your order is now being packed for despatch
Dispatched Your payment has been received and the line item despatched
Cancelled Line item cancelled by you (customer) or by us (Propermusic.com)
Return Pending Customer applied to return item and not yet received by Propermusic.com
Returned Returned item has been received by Propermusic.com & replaced
Refunded Returned item has been received by Propermusic.com & refunded
On Order Line item is on order with the supplier or an advance new release that cannot be supplied yet due to it's forthcoming release date
On Hold Line item on hold due to failed payment, quality control checks or security procedures

Placing Orders:

All orders placed are received and accepted in good faith and Transistor Music withholds the right to cancel any order for any reason.

Cancelling An Order:

Whole orders can be cancelled at any time only whilst the order status displays "Processed / Order Requested". Once any part of an order has entered the picking, processing or despatch status then the whole order cannot be cancelled. Please note, cancellations for Pre-Orders need to be requested 10 days ahead of the release date of the item.Any remaining products within an order still displaying "Processed / Order Requested" can only be cancelled individually on a line by line basis.

Returning An Unwanted Item

Unwanted items should be requested for return via the email address support@transistorMusic.com stating the reason for return within 28 days of receipt of goods, subject to our product exemptions as stated below. We withhold the right to refuse for refund or exchange any opened item(s) if the item was sent to you due to your own error.

Returning A Faulty Or Damaged Item

All faulty or damaged goods need to be reported within 7 days of receipt of order using the email address support@transistormusic.com along with a description of any fault or damage.

Returning A Multi Buy/Special Offer Item

Multi-buy or discounted items can only be returned to us if they are incorrect, faulty or arrive in a damaged condition. This does not affect your statutory rights under the Distance Selling Regulations Act. Due to the nature of these offers, multi-buy items being returned can only be refunded by calculating the actual cost of the order divided by the number of qualifying items purchased (ie 3 for £20=£6.66 per item, 2 for £18=£9 etc...).

 

DVD Returns

All DVD's are listed with their relevant region coding and format so we strongly advise that you check for compatibility with your hardware and country of residence before making a purchase. We are not responsible for any damage or incompatibilities these products may have with incompatible hardware or DVD players or any hardware and DVD players that have been modified to disable regional encoding. Any returns requests for these items due to incorrect region coding or format for your territory are entirely at our own discretion and may be refused.

 

Product Exemptions For Unwanted Items:

Unless reported as faulty or not as described on our website then we retain the right to refuse for refund any CD's, DVD's, Vinyl or other pre-recorded media that have been opened or unsealed.

How To Return An Item(s)

 

None UK Returns (EU/ROW)

All none UK returns are sent at customers own risk and cost, Where applicable a partial or full refund for the cost of any returns may be offered subject to our own standard parcel rates and returns policy. This plolict only applies to faulty goods or those sent in error. Any goods ordered in error are returned at your own cost and risk.

Proof Of Postage For Returns

Transistor Music requires customers to obtain a Proof Of Postage (POP) receipt for all goods returned back to Propermusic.com as we cannot be held responsible for any goods sent but not received at our returns address. This policy applies to all returns from all territories.

Returns Authorisation

Before returning any item back us prior authorisation must be granted so please ensure that you follow our returns authorisation procedure by ticking support@transistormusic.com you wish to return from within your original order history. You will then be issued with a returns authorisation number and the facility to download all the relevant returns paperwork needed along with instructions on how and where to send your goods. Please note that we reserve the right to refuse for credit any item(s) returned to us which have not been pre-approved and a returns authorisation number supplied.

Returning The Goods

Please package the item(s) safely and securely in secure packing (the original packaging will suffice if still available) and print off the return address label and attach it securely to the outside of your parcel. Please remember to include the remaining returns authorisation paperwork inside your parcel before sealing it up.

If you do not have access to a printer then please write our returns address clearly on the outside of your parcel exactly as stated on the returns authorisation and include the original invoice or a note detailing your name, address, original order number, the returns authorisation number and list the item(s) your are returning with the reason for return.

Will I receive a Replacement Or A Refund?

We offer a replacement or refund only policy. Subject to all of our returns procedures being followed correctly then all returned goods will be replaced or refunded against the original card of purchase within 48 hours of the reciept of the goods being received and processed at our warehouse. If replacement goods are requested and non are available or they fail our quality control checks then a refund will be issued instead. Replacements are made on a like for like basis and for the product originally purchased.