Please note that the returns policy as stated within this page relates only to purchases made online with Propermusic.com and is not applicable to any purchases made from our other retail operations, this may include any/all Festival Concessions, Concert stalls or third party e-commerce label or artist stores not managed and hosted by Propermusic.com.
Returns Policy Terms
Our returns policy is valid for 28 days from receipt of goods. ALL returns requests must be made via our online order management system which can be accessed via your account order history details or the retrieve order link on our home page. Please note that we offer an exchange or refund service on any returned items, simply state that you require a 'refund' or 'replacement' when obtaining your returns authorisation.
Our FREE Returns policy applies to the return of goods sent from within the UK only. All orders are returned at the customers own risk so we strongly advise that you obtain Proof Of Posting (POP) when returning any goods as returned goods lost in the post cannot be replaced or refunded without proof of postage . If applicable, refunds for any returns postage costs will be given at our discretion and subject to our standard terms and conditions. The return of all International (non UK) orders is entirely at the customers own risk and cost, again we strongly advise that you obtain proof of postage.
Under the UK's Distance Selling Regulations Act, if you purchase goods online or by phone your consumer rights entitle you to cancel the contract for the purchase of any or all parts of your order for a full refund if you request one in writing within 7 working days from the day after receipt of goods. This policy excludes any postage or delivery costs incurred and those products listed as exceptions below.
All prices shown on Propermusic.com include VAT at the existing UK standard rate where applicable. This rate applies to all orders shipped within the UK and EU. If you're not a UK resident and you've ordered products for delivery by Propermusic.com Ltd to a non-UK/EU address, both the products and the delivery service will usually be zero-rated with no UK VAT chargeable on either. However, the price paid by you for both the products and delivery service will remain the same and as displayed on the website.
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:
|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|
All orders placed are received and accepted in good faith and Propermusic.com 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. 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 our order management system 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 our returns authorisation procedurealong 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...).
Returning Heavy Or High Value Items
Even though we offer free returns from within the UK, for the return of high value or heavy goods, we strongly recommend that you obtain Proof of Postage and also use a recorded delivery service (cost to be incurred by you), as we cannot be held responsible or liable for the non-delivery of returned items. Our Free UK returns service is provided by Royal Mail and is subject to all parcels weighing <2kg. For any parcels being returned >2kg you will need to contact Propermusic.com to arrange a collection of the parcel.
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.
If any damage to your item is limited to standard cases then please call or email us directly with details of the damaged cases and the product it relates to, we will then happily send replacements out to you, free of charge if at all possible. If the damage affects the product itself, box set packaging, the inner or outer sleeve, or any non-standard packaging, then please follow our standard procedure for returning faulty items.
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)
Freepost Returns (UK Only)
Please note that all returns sent from within the UK only are valid for free return using our Royal Mail FREEPOST service, subject to the weight being no greater than 2kg. For any parcels being returned >2kg you will need to contact Propermusic.com immediately so we can arrange collection of the parcel. E-Mail (admin(at)propermusic.com ) or Phone: 0800-849-8119 (UK)
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
Propermusic.com 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.
Before returning any item back us prior authorisation must be granted so please ensure that you follow our returns authorisation procedure by ticking the "Return Item" button for the item(s) 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 24 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.