Returns and Refunds Policy

Digital and downloadable products

All products sold by Sample Packs by Soul Chemist are digital and downloadable products supplied electronically. No physical product will be shipped unless expressly stated otherwise on the relevant product page.

Due to the nature of digital products, purchases are considered final once the digital content has been delivered, made available for download or accessed. We do not accept returns or issue refunds for change of mind, except where required by applicable law.

Right of withdrawal for consumers in Spain and the European Union

In accordance with Article 103(m) of the Spanish General Law for the Protection of Consumers and Users, approved by Royal Legislative Decree 1/2007, and Article 16(m) of Directive 2011/83/EU, the right of withdrawal does not apply to the supply of digital content not provided on a tangible medium once the performance of the contract has begun, provided that the customer has given prior express consent to the immediate supply of the digital content and has acknowledged that this results in the loss of the right of withdrawal.

Where the customer has expressly consented to the immediate supply of the digital content and acknowledged the resulting loss of the right of withdrawal, the statutory 14 day right of withdrawal will cease once access to the digital content has been provided or the download has begun.

This exception does not limit any mandatory consumer rights relating to digital content that is defective, corrupted, incomplete or not supplied as described.

Refund exclusions

Refunds will not normally be issued in the following circumstances:

1. The customer changes their mind after purchasing the product.
2. The customer has already downloaded, accessed or received the digital content under the conditions described above.
3. The customer did not read the product description, included content, format, compatibility information or licence terms before purchasing.
4. The customer does not have the software, hardware, digital audio workstation, sampler or technical knowledge required to use the product.
5. The customer is dissatisfied with the creative style, sound, format or subjective characteristics of a product that corresponds to its description and preview.
6. The customer no longer needs or wants the purchased product.

Nothing in this policy excludes or restricts any mandatory consumer rights that cannot legally be waived.

Exceptions: technical issues

If you experience a technical problem with your product that prevents its correct use, we will do everything reasonably possible to identify and resolve the issue.

Please contact us at info@thesoulchemist.com and include:

1. Your order number.
2. The email address used to place the order.
3. A detailed description of the problem.
4. Screenshots or other supporting evidence, where possible.

We may resolve the issue by restoring access to the download, replacing corrupted or missing files, providing corrected files or offering reasonable technical assistance.

Where a verified technical problem cannot be resolved within a reasonable period, we will provide any remedy required under applicable consumer law, which may include replacement, a price reduction or a refund.

Failed or incomplete delivery

Customers are responsible for entering a valid email address and ensuring that messages from our store are not blocked by their email provider or sent to a spam folder.

If you do not receive your download instructions or cannot access your purchased files, please contact us at info@thesoulchemist.com.

We will make reasonable efforts to restore access to the product. Failure to locate an automated delivery email does not by itself mean that the order has not been delivered where the product remains accessible through the customer account, order confirmation page or download system.

Duplicate purchases and incorrect charges

If you accidentally purchase the same product more than once or believe that you have been charged incorrectly, please contact us as soon as possible at info@thesoulchemist.com.

We will review the transaction and, where a duplicate purchase or incorrect charge can be verified, provide an appropriate solution.

Unauthorised transactions and payment disputes

If you believe that a transaction was made without your authorisation, please contact us immediately so that we can investigate it.

Where the issue concerns download access, delivery, a duplicate purchase or a technical problem, customers are encouraged to contact us before initiating a payment dispute so that we have an opportunity to resolve the matter directly.

This section does not restrict the customer’s right to contact their bank, payment provider or any competent authority.

Physical products

Should we offer a physical product in the future, the return conditions applicable to that product will be clearly stated on the relevant product page or in a separate return policy.

The provisions relating to digital products in this policy do not apply to physical products.

Refund processing

Where a refund is approved, it will be issued to the original payment method.

Although we normally process approved refunds promptly, the customer’s bank or payment provider may require additional time before the funds appear in the account.

Any processing period stated in this policy does not affect mandatory deadlines established by applicable law.

Contact

For questions, technical assistance or concerns relating to an order, please contact:

Sample Packs by Soul Chemist

Email: info@thesoulchemist.com