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RETURNS POLICY

Please note that the returns policy as stated within this page relates only to purchases made online with Proper Music on the website Propermusic.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 by Proper Music.

Returns Policy Terms

UK RETURNS

We will refund or exchange for most items provided they are returned un-opened, 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 for all orders returned as unwanted or ordered in error.

You should consider using a trackable shipping service or purchasing shipping insurance. Proper Music is not responsible and cannot be held liable for any items lost in transit.

Should you wish to have your order refunded or exchanged, please e-mail admin@propermusic.com with your order number together with your preference. Please note that we can only exhange goods exactly as like for like.

Your item(s) should then be returned to the address detailed below together with your order details (Name, Order Number, E-Mail, Contact Phone No):

Propermusic.com (Returns Dept)
Units 1-5 Applegarth Drive
Questor
Dartford
Kent
DA1 1JD

Please note that refunds can only be made against the method of payment used to purchase the goods 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. Proper Music is not responsible and cannot be held liable for any 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 and place a new order.

If you need to return an item for a refund then please e-mail admin@propermusic.com with your name, order number, order details and contact information.

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

Propermusic.com (Returns Dept)
Units 1-5 Applegarth Drive
Questor
Dartford
Kent
DA1 1JD

Please note that refunds can only be made against the method of payment used to purchase the goods during the original transaction.

 

Returns Policy Procedure

PRE-ORDER CAMPAIGNS

Should you request to cancel your order before the product has been released please e-mail admin@propermusic.com or call us on 0208-676-5148 to request the cancellation. Refunds can only be made to the method of payment in the original transaction.  Cancellations for Pre-Orders need to be requested at least 4x days ahead of the release date of the item.  After this the item will be in the stages of picking, packing and shipping therefore we will be unable to cancel the order.

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 and the status and amount of your refund will be confirmed.

FAULTY GOODS

We apologise in advance for any items received damaged or defective. Please email admin@propermusic.com or call us on 0208-676-5148 to provide us with your order number, a description of the issue and a photo of any damage (if possible). We will reply with instructions on how to complete your return. Any replacement items will be sent to you once your return has been received and inspected. We will refund any postage fees once your items have been received and inspected. A freepost returns label may also be provided for any UK based orders that need to be returned as faulty or damaged.

PLACING ORDERS:

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

CANCELLING AN ORDER:

Whole or part orders may only be cancelled whilst the order status displays "Processed / Processing" in your account or order status. Once any part of an order has entered the picking, processing or despatch status then the order cannot be cancelled. Please note, cancellations for Pre-Orders need to be requested at least days 4x days ahead of the release date of the item or it may not be able to be cancelled. Any remaining products within an order still displaying as "Processed / Processing" can only be cancelled individually on a line by line basis.

RETURNING AN UNWANTED ITEM

Any unwanted items should be requested for return via the email address admin@propermusic.com stating the reason for return within 28 days of receipt of goods, subject to our product exemptions as stated herein. 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 admin@propermusic.com along with a description of any fault or damage and including your name, order number listing the product(s) affected.

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. Due to the nature of these offers, any 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 where provided, 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 they 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 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 policy only applies to faulty goods or those sent in error. Any goods returned to Proper Music are entirely at your own risk.

PROOF OF POSTAGE FOR RETURNS

Proper Music requires customers to obtain a Proof Of Postage (POP) receipt for all goods returned back to us as we cannot be held responsible for any goods sent but not received at our returns address. You will need this POP in order to make any claim against the service used to return any goods. This policy applies to all returns from all territories.

RETURNS AUTHORISATION

Before returning any item back to proper Music, prior authorisation must be granted, please ensure that you follow our returns authorisation procedure by e-mailing admin@propermusic.com that you wish to return an item(s). You will then be issued with a returns authorisation number and 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 (the original packaging will suffice if still available) and print off any return address details provided and attach it securely to the outside of your parcel. Please remember to include any 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 on 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 none 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 only and for the product originally purchased.

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