Refunds & Returns Policy

Last Updated: 13.01.2026

Thank you for supporting independent music. We want you to be happy with your purchase from Eliza Marshall Music LTD. Please read our policy regarding physical and digital products below.

1. Digital Downloads

Due to the nature of digital content, once a download has started or the digital file has been accessed, the 14-day “cooling-off” period under the Consumer Contracts Regulations no longer applies.

  • No Refunds: We generally do not offer refunds for digital albums once the download link has been sent and accessed.
  • Technical Issues: If you experience a technical problem with your download (e.g., the file is corrupted or the link doesn’t work), please contact us at info@elizamarshall.com within 30 days. We will provide a replacement link or a functional file.

2. Physical Goods (CDs & Vinyl)

We hope your physical media arrives in perfect condition. If you change your mind, you have a legal right to cancel your order.

  • Cancellation Period: You have 14 days from the date you receive your item to notify us that you wish to return it.
  • Condition of Return: To be eligible for a refund, the CD or Vinyl must be unopened, still in its original shrink-wrap/packaging, and in a re-saleable condition. For hygiene and copyright reasons, we cannot accept returns for physical media that has been unsealed.
  • Return Shipping: Unless the item is faulty, you are responsible for the cost of returning the item to us. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.

3. Damaged or Faulty Items

If your CD or Vinyl arrives damaged (e.g., a cracked case or a warped record) or is faulty when played:

  • Please notify us within 30 days of delivery.
  • Email info@elizamarshall.com with your order number and, if possible, a photo of the damage.
  • We will offer a replacement at no extra cost to you or a full refund (including original shipping costs).

4. How to Process a Return

To initiate a return, please follow these steps:

  1. Email info@elizamarshall.com with your name and order number.
  2. State whether you are requesting a return for a “change of mind” or reporting a fault.
  3. We will provide you with the return shipping address and further instructions.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: The refund will be processed to your original method of payment.
  • Timeline: Please allow 5–10 business days for the credit to appear in your account, depending on your bank or card issuer.

6. Contact Us

For any questions regarding your order, please reach out to us:

  • Email: info@elizamarshall.com
  • Company Name: Eliza Marshall Music LTD