Cancellations and Returns

1.1 In respect of Physical Items that you purchase via the Website:

1.1.1 you may cancel the purchase and claim a refund for any reason at any time before the Physical Item(s) have been dispatched or within 14 days from the date of receipt of the Physical Item(s) provided that you send back the Item(s) at your own cost; you must send the Item(s) back within 14 days of informing us of the cancellation; items you do not have the right to cancel are Items made to order or clearly personalised as well as sealed audio or video recordings including but not limited to sealed CDs, DVDs, vinyl and box sets, once they are unsealed;

1.1.2 if a Physical Item arrives damaged, defective or not as described, you have 6 months from the date the Physical Item was delivered to you to contact us providing clear proof of the condition of the Physical Item; if the Item is clearly damaged, defective or not as described, we will offer you a full refund, a partial refund or a replacement (if available); we may request that you send the Item(s) back to the and in that case, we will provide you with a pre-paid returns label;

1.1.3 if the 6 month period has expired and you discover that the Physical Item is defective, you can still contact us, however you have to prove that the Physical Item was defective when you first received it;

1.1.4 note that a product is "defective" where a manufacturing or material fault occurs; a Physical Item damaged due to wear and tear is not considered defective;

1.1.5 if the Physical Item(s) are being returned, we will withhold reimbursement until we have confirmation the goods have been returned or until you have supplied evidence of having sent back the goods via special/tracked service, whichever is earlier;

1.1.6 you may be liable if the value of the goods returned diminishes due to the handling of the goods other than as necessary to establish the nature, characteristics and functioning of the goods; returned goods that are not in new and unused condition may not be fully reimbursed;

1.1.7 if you do not receive a Physical Item within 14 days for UK orders or 21 days for Rest Of World orders of receipt of your shipping notification email, please contact us; we cannot offer a refund or replacement of items lost in the post if more than 90 days have passed from the date of dispatch (60 days for tracked orders);

1.2 In respect of Digital Items that you purchase via the Website:

1.2.1 you may cancel the purchase and claim a refund for any reason within 14 days of purchase (or the date the download was made available, whichever is later) only as long as you have not downloaded the Item; we cannot offer a refund after the 14 day cancellation period or after you have downloaded the Item.

1.2.2 if you receive an unacceptably poor download, you should reattempt the download, but if the issue cannot be resolved you must tell Kartel Music Group as soon as possible and no later than 30 days from the date of purchase (or the date the download was made available, whichever is later); we will attempt to provide you with a satisfactory download within 14 days of you raising the issue but if we are unable to do so, we will provide you with a full or partial refund; no refunds are offered in any other case.

1.3 In respect of E-tickets and Physical Tickets:

1.3.1 your right to cancel does not extend to E-tickets and Physical Tickets;

1.3.2 Kartel Music Group offers refunds only if an event is cancelled or rescheduled, as per 8.4 - 8.7. You will not be entitled to a refund if you fail to attend an event or make an error when purchasing tickets (for example you buy the wrong time-zoned ticket for a live stream event) or cannot view a live stream event for technical reasons.

1.3.3 If an event is cancelled or rescheduled, only the face value of the tickets will be refunded; any service charges and postage and packaging charges are non-refundable.

1.4 In respect of all Items:

1.4.1 all purchases are subject to credit or debit card verification and/or other security checks; if your payment has not passed the verification process, an order will not be created and you will not receive an order confirmation; in rare circumstances, your payment may be recalled by the associated bank or payment provider after an order has been created and order confirmation sent, in those circumstances, we reserve the right to cancel the order; we accept no responsibility or liability for such cancellations, as these are outside our control;

1.4.2 to prevent fraud and any other illegal activity, we reserve the right to carry out checks with fraud prevention agencies and databases; we may also request you to provide additional information in order to verify your purchase(s);

1.4.3 if we reasonably suspect that any order has been made fraudulently or otherwise in breach of these Terms & Conditions, we reserve the right to cancel it, without prior notice to you.

1.4.4. Refunds are issued only to the original payment method, i.e. the card or Paypal account used to make the purchase; it is your responsibility to ensure that you have access to the same payment method at the time of refund.