Returns and refunds
Returns and Refunds Policy
Thank you for shopping at Flower of Sound. Your satisfaction is important to us, and we aim to provide clear guidelines regarding returns and refunds, aligned with European consumer protection regulations.
1. Returns
Phygital Products (Physical + Digital):
For physical products or the physical part of a phygital purchase, you have the right to return the physical item within 14 calendar days from the date you received it.
To be eligible for a return, the physical item must be unused and in the same condition as when you received it, where reasonably possible.
Digital Products:
Due to the nature of digital products, returns are handled differently from physical products.
As a consumer in the European Union, you normally have a 14-day right of withdrawal for online purchases. For digital content that is not supplied on a physical carrier, such as downloadable audio files, this right may end once the digital product has been delivered, downloaded, opened, streamed or otherwise accessed, if you gave your express consent to immediate delivery and acknowledged that you would lose your right of withdrawal once access begins.
Before completing your purchase, please ensure that you have selected the correct audio format and that the audio format ordered is compatible with your device, software or playback environment.
At checkout, you may be asked to provide explicit consent acknowledging that:
- import taxes, customs duties or other charges may apply for orders outside the European Union;
- the audio format ordered is compatible with your device, software or playback environment;
- you accept our Terms and Conditions;
- for digital products, Flower of Sound may start digital delivery immediately after payment;
- once you start downloading, opening, streaming or otherwise accessing the digital product after giving this consent, you may lose your statutory right of withdrawal.
By providing this consent, you acknowledge that your right to cancel the purchase may end once the digital product is downloaded, opened, streamed or otherwise accessed, in accordance with EU consumer protection laws.
If you have not yet downloaded, opened, streamed or otherwise accessed the digital product, and the legal withdrawal period has not expired, you may still be able to withdraw from the purchase.
However, if you experience technical issues or are dissatisfied with your purchase, please contact our customer service for support.
How to Initiate a Return:
To initiate a return for a physical product or the physical part of a phygital purchase, please contact our customer service team at support@flowerofsound.com to request a return authorization and receive instructions on how to send your item back to us.
To withdraw from an eligible online purchase, you can use the Withdrawal / Cancel Order page on our website, use the model withdrawal form provided on our website, email us at support@flowerofsound.com, or send us another clear written statement.
If you use the online withdrawal function on our website, we will send you confirmation of receipt by email or another durable medium.
Damaged or Defective Items:
If your order arrives damaged or defective, please contact us immediately to arrange for a replacement, support solution or refund where appropriate.
For digital products, if you have trouble downloading, opening or playing your purchased file, please contact us first. We will try to help you access the correct file, format or download link. Depending on the issue, we may offer technical support, a replacement download link, an alternative available format, or another reasonable solution.
2. Refunds
Once your returned physical item is received and inspected, we will notify you regarding the status of your refund. If approved, your refund will be processed and credited to your original method of payment where possible within 5-10 business days, depending on your payment provider.
Digital Refunds
For digital products, refunds are assessed according to the rules for digital content and the statutory right of withdrawal.
If you withdraw from the purchase before the digital product has been downloaded, opened, streamed or otherwise accessed, and the legal withdrawal period has not expired, you may be eligible for a refund.
If you gave express consent to immediate digital delivery and then started downloading, opening, streaming or otherwise accessing the digital product, your statutory right of withdrawal may no longer apply.
This does not affect your rights if the digital product is defective or does not conform to the contract. We offer free listening samples to help you make an informed purchase decision before buying.
3. Changing or Canceling an Order
Please contact customer service as soon as possible if you want to change or cancel your order.
For physical or phygital orders, changes or cancellations may be possible if the order has not yet been shipped or processed.
For digital orders, whether cancellation or withdrawal is possible depends on whether the digital product has already been downloaded, opened, streamed or otherwise accessed, and whether you gave express consent to immediate digital delivery and acknowledged that your withdrawal right may end once access begins.
You can submit an eligible withdrawal request through the Withdrawal / Cancel Order page on our website, by using the model withdrawal form, by emailing us at support@flowerofsound.com, or by sending us another clear written statement.
4. Shipping Costs
You will be responsible for covering the shipping costs associated with returning a physical item, unless the item is damaged, defective or otherwise required by law.
Original shipping costs are non-refundable, except where required by applicable law. If you receive a refund, the cost of return shipping may be deducted from the total refund amount where permitted by law.
5. Issues with Your Order
If you encounter any problems with your order, please contact our customer service team immediately. We are here to help resolve any issues promptly.
For digital products, this may include help with download links, file access, file format, compatibility questions or replacement access where appropriate.
6. Download Limits
Contact Us
For any questions regarding returns or refunds, please contact us at support@flowerofsound.com. We are dedicated to assisting you and ensuring a smooth resolution process.