Returns and cancellations

This policy explains your rights if you change your mind or if something is wrong with your record. It forms part of our Terms of sale and does not affect your legal rights.

Changed your mind? You have 14 days to cancel

You can cancel your order for any reason within 14 days. The 14 days start on the day after you, or someone you nominated, receive the record. If you want to cancel before your record has been made or dispatched, let us know as soon as possible and we will stop the order if we can.

How to cancel

Tell us clearly that you want to cancel before the 14 days run out. You can:

• use our online withdrawal form, or
• email contact@dekoda-music.com with your name, your order number and the email address you used to order.

You do not have to give a reason. We will confirm by email that we have received your cancellation.

Sending the record back

• Please send the record back within 14 days of telling us you are cancelling. We will email you the return address when we confirm your cancellation.
• You pay the cost of sending the record back, unless it is faulty or not what you ordered. We recommend a tracked service, as the record is your responsibility until it reaches us.
• Please pack it carefully, in its original packaging if you can.

Sealed records

If your record arrives sealed in shrink-wrap and you remove the seal, the right to cancel no longer applies. This is because it is a sealed audio recording (regulation 28(1)(d) of the Consumer Contracts Regulations 2013). This does not affect your rights if the record is faulty, damaged or not what you ordered.

Your refund

• We will refund the price of the record and the standard delivery charge you paid.
• If you cancel before the record is dispatched, we will refund you within 14 days of your cancellation.
• If the record has been dispatched, we will refund you within 14 days of receiving it back, or within 14 days of you showing us proof that you have sent it, whichever is earlier.
• Refunds go back to the payment method you used. We do not charge a fee for refunds.
• We may reduce your refund to reflect any reduction in the value of the record if it has been damaged or handled more than was needed to check it, for example if it is scratched or the sleeve is marked.

Faulty, damaged or incorrect records

If your record arrives damaged, has a manufacturing fault (for example, it is warped, skips or has pressing defects) or is not what you ordered:

1. Email contact@dekoda-music.com with your order number and a description of the problem. Photos or a short video help us sort it out quickly.
2. Please let us know as soon as you can after delivery.
3. We will arrange a replacement or a refund, and we will cover the cost of any return.

Under the Consumer Rights Act 2015:

• within 30 days of delivery, you are entitled to a full refund for a faulty record;
• after 30 days, you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or a refund;
• you can make a claim for up to six years after delivery (five years in Scotland).

A refund for a faulty or incorrect record includes the original delivery charge.

Lost parcels

If your tracking shows your parcel has not arrived, or it says it was delivered but you have not received it, email us. We will look into it with the carrier and send you a replacement or give you a refund.

Questions

Email contact@dekoda-music.com.

Dekoda Music is a trading name of Dekoda Arts Ltd, registered in England and Wales, company number 16067830. Registered office: 61 St. Thomas Street, Weymouth, Dorset, DT4 8EQ, United Kingdom.