14-day cancellation window

You may ask to cancel a purchase within 14 days of the order date when digital delivery has not begun and work on a personalized service has not started. You do not need to give a reason for a cancellation made within this window.

When digital delivery begins

EncoreMedia music, sound effects, intros, licences and related files are supplied digitally. If you expressly ask us to begin supply during the 14-day cancellation period and acknowledge that doing so ends the statutory change-of-mind cancellation right, that right may be lost once delivery or download begins.

This does not affect statutory rights when digital content is faulty, not as described, not fit for its stated purpose or supplied without the necessary rights.

Faulty or incorrect digital content

Contact us if delivered files are incomplete, corrupted, materially different from the product description, missing the stated licence or cannot be used as described. We will assess the issue and provide an appropriate repair, replacement, price reduction or refund in accordance with applicable law.

Personalized audio

A personalized project may be cancelled for a full refund before agreed work begins. Once discovery, composition, editing or another agreed service has started, any refund will take account of work already completed and the terms of the written project agreement. Completed bespoke work is not refundable for a change of mind, without limiting statutory rights.

How to request a refund

Email contact@encoremedia.io from the address used at checkout. Include the order number and product or service name. If there is a delivery, file or licence problem, describe it so the team can investigate.

• Requests are reviewed against the order, delivery status, licence terms and any applicable written project agreement.
• Approved refunds are returned to the original payment method unless you expressly agree otherwise.
• No refund-processing fee is charged by EncoreMedia.
• Approved refunds are initiated without undue delay and no later than 14 days after entitlement is agreed. Your payment provider may take additional time to display the credit.

Requests we may decline

Subject to statutory rights, we may decline a change-of-mind request made outside the applicable period, after digital supply has validly begun, or after agreed personalized work has been completed.

Please contact us before opening a payment dispute so we have an opportunity to review the order. This does not prevent you from using rights available through your payment provider or applicable law.

Contact information