Refunds and Service Issues Policy

We Want Happy Customers!

At CerebralAudio we want you to be happy.  We want to decorate your life with music, audio books, eBooks and other items that enrich your life.

We make complete copies of all our digital products available for you to listen to before you buy them.  Like an item, but don’t want to buy it? No problem, if you have a streaming service it is very likely you can listen to that release on your favorite service (including, but not limited to: Spotify, iTunes, GooglePlay, and SoundCloud).  And, to make it easier to find those releases, we provide the links to dozen or more services right on the release page.

And yet, even though we don’t like to admit, things can still go wrong with a purchase.  But, do not fear, when an issue arises we will take action to resolve the problem in several ways.

Digital Download Issues

We want to know if you encounter an issue with downloading a product.  The process for letting us know about the issue is pretty simple:

  1. Go to our Contact Us form.
  2. Fill in your Name, Email Address.
  3. In the What is this inquiry regarding list, select Refund.
  4. In the Subject field provide a short description of the problem.
  5. In the message field, provide a more detailed description of the issue, the date the issue occurred, and the Purchase Order Number from your emailed receipt.
  6. Click the Captcha box, and then the Send button.

And we will take it from there.  We will investigate the issue, and provide a (hopefully) reasonable solution.  Some of the solutions we’ve offered to our customers include:

  • Suggesting a re-download using the link in your purchase receipt email if we found and fixed an issue on our side (like a corrupted file). (Note: The links are good for 30 days, without restriction.)
  • A coupon for a free download of the product.
  • A coupon for a free download of an alternate product of equal value.
  • An offer to send you the product directly using WeTransfer or an alternative file transfer service.
  • An offer to upload the product directly to a server or computer that we can have limited access to (like an FTP or SCP account).
  • A special direct link to the product to download at your discretion.
  • And, if all else fails, we will issue a refund.

It is our hope and desire, with all the options available to us to (a) get you the product you want, and (b) make you happy with the experience.

Streaming Service and Third-Party Issues

We want our customers to have a good experience when listening to our releases, even if it is through a third-party service. If you notice that a copy of one of our releases has a problem on another service we want to know!  To let us know follow this process:

  1. Go to our Contact Us form.
  2. Fill in your Name, Email Address.
  3. In the What is this inquiry regarding list, select Streaming Service.
  4. In the Subject field provide a short description of the problem.
  5. In the message field, provide a more detailed description of the issue, the service the issue happened on (ie, Spotify, iTunes, Deezer, etc.), the method used for accessing the service (ie, cell phone, tablet, Amazon Echo, etc.) and the date(s) the issue occurred.
  6. Click the Captcha box, and then the Send button.

We’ll investigate the issue here to the best of our abilities (we do not have access to all the services that our releases are distributed to, but we’ll make every effort to access the service). If we find that the problem is reproduce-able (ie, it’s not limited to a “fluke” occurrence), we’ll work with the service and our distributor to rectify the problem.

Note: we cannot offer refunds for purchases through third party services.  However, we may be able to offer alternatives, such as a free download to replace a corrupted download from a third-party.

Website Issues

We have tried our hardest to make this website easy to use and navigate.  However, if you find an issue, we want to know about it. We will try our best to resolve such issues.  To let us know about the issue follow these steps:

  1. Go to our Contact Us form.
  2. Fill in your Name, Email Address.
  3. In the What is this inquiry regarding list, select Website Issue.
  4. In the Subject field provide a short description of the problem.
  5. In the message field, provide a more detailed description of the issue, link(s) to the page(s) the issue occurs on, and the date / time you encountered the issue.
  6. Click the Captcha box, and then the Send button.

We’ll investigate the issue, and let you know if we find a fix for the problem.  Note: if the issue is causing a problem with a download, please follow the procedure under Digital Download Issues above.

Physical Goods

We try to ensure that the physical goods you order from CerebralAudio are very high quality.  However, when a product does not meet your needs, expectations, or has a flaw or issue, we will do our best to work with you to resolve the situation.  Because we work with multiple vendors, each situation may require a different solution.  In order for us to do our best to resolve the problem, follow this procedure for contact us:

  1. Go to our Contact Us form.
  2. Fill in your Name, Email Address.
  3. In the What is this inquiry regarding list, select Refund.
  4. In the Subject field provide a short description of the problem.
  5. In the message field, provide a more detailed description of the issue and the Purchase Order Number from the emailed receipt.
  6. Click the Captcha box, and then the Send button.

Some of the remedies available to us to make your happy include:

  • Replacing the item.
  • Exchanging the item for an equivalent product.
  • Offering coupons of equal value to the unsatisfactory item.
  • Issuing a refund.

There may be other options available, depending on the supplier / vendor we are working with.  We will take these situations on a one-by-one basis and do the best we can for you.

How Soon To Report An Issue

CerebralAudio understands we all have busy lives to live.  We would like to say that you should report an issue within XX number of days, but your situation might make that more complicated  (like an item was purchased for a gift weeks or months in advance, or you downloaded a file and found it was corrupted weeks later — or you had a hardware failure that corrupted the file).

So, we don’t put a limit on how long you have to report an issue.  Just let us know and we’ll do our best to resolve the situation to your satisfaction.