Customer Service
>> Customer Contact>> Returns & Refunds
>> Digital Support
>> Returns Policy
>> Delivery Costs
Please include your order number when emailing Defected customer service.
Digital Orders (downloads)
Contact MP3support@defected.com
Mail Order (CDs and merchandise)
Contact defected@docdata.co.uk
Opening Hours:
Open Monday to Friday 10am until 6.30pm,
Closed Saturday and Sunday.
Response time:
If you contact us over the weekend you will be responded to on Monday morning.
If you contact us between Monday to Thursday you will be responded to within 24 hours.
Returns and refunds of CD's, T shirts and DJ Gear are arranged through a company called ‘Docdata' which dispatches packages to our customers.
Contact defected@docdata.co.uk
Procedure
You should not return any items without contacting Defected customer service by email or phone first. Any faulty, incorrect or unwanted items should be returned with an "Authorised Returns Number" - this number will be given to you via email or phone by a customer services representative.
If you are unhappy with your purchase for whatever reason you may return it within 14 days of the date of purchase. Refunds will only be issued if the item is returned in the condition it was delivered.
For damaged, incorrect or faulty items you must inform us and return within 28 days of the date of purchase.
Click here to read our full returns policy
If you download a file which is damaged or incomplete, we will replace this for you by reactivating the download link or sending you a link to access the replacement file.
We cannot offer refunds on any digital products ordered in error. We can only offer refunds if you re-order and select CD format, once you have sent the new order number we can refund you for the previous digital order.
You have 3 attempts to download your order. If you are having problems we can renew your just contact MP3 support.
Pre-order digital products (forthcoming) will be placed in your account on the day that the product is released. You will receive a notification email to remind you on that day.
If you have problems with your digital order please contact:
Digital Orders (mp3 downloads)
mp3support@defected.com
First contact defected@docdata.co.uk
Please do not return anything to us until you have contacted us and received a response. You will need an ‘Authorised Returns Number’ when you resend the package back.
Any returns should include a note of your name, order number and a brief explanation of your reason for returning the items. Please also ask the Post Office for a 'proof of postage receipt'. This just proves that you sent the package to us, in case it is lost on its way back to us. The Post Office will not charge you for this. The package is your responsibility until it reaches us, so if your return is lost on its way to us and you do not have a proof of postage receipt, we may be unable to refund or resend your order.
Damaged Items
We will replace any damaged or faulty item free of charge. We will issue you with a returns number, and may require you to return the incorrect or faulty item(s), but you will be reimbursed for your return postage. Please do not return faulty items to us without contacting us first.
If your items arrive damaged or faulty, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock. We may ask you to return the damaged item to us before we can take further action. You must contact our customer services department within 28 days of the date of purchase
Because of the variance in delivery times, we are not able to consider a package lost by the postal service until 28 days from the SHIPPING date have passed. This is regardless of your country of residence. If your order was shipped more than 28 days ago, and you have checked at your local postal sorting office to make sure they aren't holding it for you, please email us at defected@docdata.co.uk to let us know there might be a problem and we will give you instructions on the next step.
Our Mistake
If you are sent the wrong items or any other mistake on our part, we will either refund you in full (including the postage and packing you were charged), or send you replacement copies, if there is available stock.
Should item(s) be missing from your order, then you should contact us as soon as possible and we will send replacements as required. Please note that due to Royal Mail (UK Postal Service) weight limits, we sometimes split larger orders (8 items or more) into separate packages. Often they will arrive at the same time but sometimes the second package will arrive a few days later. If the order is split in this way, we mark the invoice "Parcel 1 Of 2" to show that the order has been split.
Your Mistake, Including Delivery Address Errors
If you receive an item which you have simply ordered in error we will usually allow a return to be made, but will not refund any outgoing or return postage/shipping costs. Please note that if we receive regular requests for such returns, then we reserve the right to refuse to supply further orders.
When you place your order, a label is automatically generated from the address you type into your account details, so you are responsible for getting this right. Please do not use foreign alphabet characters as this may not be recognised by our system and may cause your address to be displayed incorrectly. We are not responsible for non-delivery if you have entered your address incorrectly.
If your order is returned to us because you did not collect it from the post office or because you made a mistake with your address, we may be able to resend it to you, but you will have to pay the p&p charge to have it resent.
Other Reasons
If you are not satisfied with any of the items you have received for any other reason (such as simply not liking the item or the item doesn't fit), we will be happy to refund you for the cost of the items if we receive the returned items to us in the condition that they were sent, within 14 days of delivery to you. We regret that we cannot refund you for postage and packing charges because these are direct costs. Please contact us and wait for a response before returning anything to us.
Your statutory rights are not affected either by ordering from us or by us refunding you.
DELIVERY COSTS
Click here to find out more about delivery costs.
