Refund policy

Returns & Refunds Policy

How returns and refunds work depends on whether the product is a digital download or a physical item. An order may contain both. Nothing in this policy affects your mandatory rights under applicable consumer law.

1. Digital products (downloads)

Digital products are delivered electronically and, because they can be downloaded, copied, and retained immediately, cannot be returned once delivery has begun.

By completing your purchase you expressly request that delivery begins immediately, and you acknowledge that you lose your statutory right of withdrawal once the download has been made available to you. All sales of digital products are therefore final, except as set out below.

If something is wrong with your purchase, for example the delivered file is corrupted or incomplete, you received the wrong product, or you were charged more than once, contact us via our support page and we will:

• first, re-deliver the correct or working file, which resolves the large majority of issues;
• if we cannot deliver a working file, offer you store credit for the affected purchase, usable against any future order;
• or, if you prefer, refund the affected purchase to your original payment method.

If you bought the same album twice by accident, contact us: we will swap the duplicate for another album of your choice, or refund it if you have not downloaded it.

2. Physical products

You have 30 days after receiving a physical item to request a return. To be eligible, the item must be unopened, with the seal intact, and in its original packaging, and you'll need your order number or proof of purchase.

To start a return, contact us via our support page before sending anything back. If your return is accepted, we'll confirm how and where to send it. Items sent back without first requesting a return cannot be accepted. You are responsible for return shipping costs, unless the item was faulty, damaged, or incorrectly supplied. Please obtain proof of postage, as we cannot be responsible for items lost or damaged on their way back to us.

Once we receive the returned item, we'll let you know whether the return is approved. If approved, we'll refund the purchase price plus the standard delivery cost of the original order to your original payment method within 14 days. Refunds may take additional time to appear depending on your bank or card provider.

3. Items that cannot be returned

Some items are exempt from return and refund under EU consumer law:

• Opened recordings. Once the seal on a CD, SACD, vinyl, or master tape has been broken, the item can no longer be returned. This mirrors the rule for digital downloads.
• Made-to-order and personalised items, such as pre-order master tape reels and a-la-carte additional-resolution downloads produced to your specification.

These exceptions do not apply where an item arrives damaged, faulty, or incorrect (see below).

4. Damaged, faulty, or incorrect items

Please inspect your order on arrival and contact us as soon as possible if an item is defective, damaged, or not what you ordered. We will assess the issue and make it right with a replacement or full refund at no cost to you, including return shipping where relevant. This applies regardless of whether a seal has been opened.

5. Memberships

NativeDSD memberships renew automatically and can be cancelled at any time before renewal in your account. Subscription fees already charged are not refunded. This does not affect your statutory rights. Full membership terms are in our Terms of Service.

6. How to start a return or report an issue

Contact us via our support page, or at support@nativedsd.com for return requests, within the applicable window, including your order number and a description of the issue. Returns are sent to:

NativeDSD Music Returns
Street: Waaldijk 76
Postal/ Zip Code: 4171CG
Town: Herwijnen
Country: The Netherlands
Telephone: +31418581800