Refund Policy
This Refund Policy applies to purchases made through the official store of De Oliveira (accessible at djdeoliveira.com ), including primarily digital products (music, downloadable files, remixes, online courses, etc.) offered under personal use licenses. Since the store currently distributes content in digital format, return conditions differ from those of physical goods. Nevertheless, the following terms clearly define the conditions under which a refund may be granted, how to request one, and other legal considerations. This policy is drafted in accordance with Spanish and European legislation, particularly Directive 2011/83/EU on consumer rights and its transposition in Spain through the General Law for the Protection of Consumers and Users (RDL 1/2007).
Digital Content and Right of Withdrawal
In accordance with current distance contracting regulations, the right of withdrawal does not apply to digital content purchases once the download or online access to the content has started with the user’s consent. In other words, when you purchase music or another digital file for immediate download, you waive the standard right of withdrawal usually applicable to online purchases. This legal exception (under Art. 103.m of RDL 1/2007) is valid provided that:
The user has given explicit prior consent to begin the download before the withdrawal period expires, and
The user has acknowledged that they lose their right of withdrawal once the download begins.
In our store, this consent is collected during the purchase process (e.g., via a checkbox or clause that the User accepts before completing the payment). Therefore, from the moment access to the file is provided, no refund or return will be issued, except in the exceptional cases outlined below.
This policy is not arbitrary; it follows European legislation on digital content. Waiving withdrawal rights for downloads is a legitimate and common practice to protect the nature of the product (once delivered, it cannot be “returned”). Nonetheless, the Owner provides guarantees in the event of genuine technical issues or anomalous situations, as outlined below.
Cases in Which Refunds May Be Granted
Despite the above, the Owner is committed to customer satisfaction. Therefore, a refund (partial or full) may be granted in the following extraordinary circumstances:
If the purchased digital file presents technical defects that prevent its intended use (e.g., the file is damaged, incomplete, or the download cannot be completed due to server errors), and after notifying support at least two alternative delivery methods (e.g., new download links, direct file transfer) have been attempted within 14 days of purchase without success, the amount paid will be refunded. This applies when the inability to use the content is due to a fault in the product or delivery system, not to client-side limitations. The User must cooperate with support by providing screenshots of errors or details of failed attempts so the issue can be verified and resolved.
If the User believes a duplicate purchase was made by mistake (e.g., two identical orders made within a short period, accidental page reload, etc.), they may report this to the Owner within 7 calendar days. The case will be reviewed individually, and if duplication is confirmed, a full or partial refund may be issued at the Owner’s discretion. The User may be required to submit payment evidence (e.g., bank statement, email receipt, payment gateway confirmation) if the system did not automatically detect the issue. Access to the valid purchase will remain active.
If the User notices an incorrect charge (e.g., a price different from that advertised, or an overcharge due to a system error), they may request a review. If the error is confirmed, the difference or full amount will be refunded as applicable.
In cases of confirmed fraudulent use (e.g., unauthorized card usage), additional documentation or a notice from the bank may be requested. The Owner reserves the right to temporarily suspend access to the account or affected content while the claim is reviewed, and may take necessary steps to prevent misuse of the platform.
In any of these cases, the Owner’s liability is limited to the amount paid for the affected product. No additional compensation or liability for indirect damages shall apply. Our goal is simply to ensure that the User either receives the product under proper conditions or is refunded if that proves impossible under justified circumstances.
Cases Where Refunds Will Not Be Granted
To maintain transparency and manage expectations, we list common situations in which refunds will not be accepted:
As previously explained, if the User has already started or completed the download, they may not request a refund based on subjective reasons (e.g., not liking the content, expecting something different, etc.). Digital content is consumable upon delivery and cannot be returned once accessed.
Before purchasing, the User must ensure they have a compatible device and software to use the content (e.g., standard MP3/WAV player). If the file is technically correct but the User cannot open it due to lacking the proper software or using an unsupported device, this is not the seller’s responsibility. (E.g., the file is MP3 but the User tries to open it in software that does not support MP3.)
No refund will be granted if the User simply changed their mind, mistakenly purchased the wrong item, or expected a feature not offered. Product descriptions are clear, and many tracks include previews (e.g., audio snippets). It is the User’s responsibility to review all provided information before purchasing.
If the User initially experienced a problem but support resolved it (e.g., a broken link was replaced, or a buggy file was updated promptly), then the product/service was ultimately delivered in good condition. In such cases, no refund is due.
If the Owner detects that a User is repeatedly requesting refunds under questionable claims, or if a refunded User continues to use the content unlawfully, future refund requests may be denied, and the User’s account may be suspended. This system is for legitimate claims, not abuse.
Additionally, refunds are not granted for certain product types:
Customized or made-to-order content (e.g., commissioned remixes) is non-refundable due to its personal nature, in accordance with Art. 103.c of the consumer law.
Partially used subscriptions or memberships: If subscription models are offered in the future, periods already used will not be refunded unless required by law.
Procedure to Request a Refund for Digital Content
If you believe your case fits the refund criteria described above (e.g., unresolved technical failure, duplicate purchase), please follow these steps to expedite the process:
Send an email to info@djdeoliveira.com , including: your name and the email used for the purchase, the order number (if available), the purchased product, the date of purchase, and a clear and detailed description of the issue. Attach, if applicable, screenshots of the error messages, communications received, or proof of duplicate payments.
Our support team will acknowledge receipt and respond within a reasonable timeframe, usually within 2–3 business days. We may request additional information or suggest verification steps (e.g., trying a new download link). Please also check your spam folder in case our response is filtered there.
If we identify that the issue can be resolved (e.g., by offering an alternative method to deliver the file or restore access), we will inform you and attempt to resolve it first.
If we are unable to ensure delivery or access to the purchased content due to technical issues not attributable to the User, and the product cannot be used as agreed, we will confirm the cancellation of the order and proceed with the appropriate refund.
Once approved, we will process the refund using the same payment method used in the purchase.
If the purchase was made via card through a payment gateway, the refund will be issued to that same card.
If paid via PayPal, it will be refunded to your PayPal account. Note: while we process the refund immediately, bank processing times may delay the appearance of the funds on your statement (typically within 5–10 business days, depending on your bank). We will notify you when the refund is issued.
After a refund is issued, the download link associated with that purchase may be disabled, and the usage license for that content will be considered revoked. This means that, ethically and legally, the User must delete any copies of the refunded content in their possession, since the product was ultimately not paid for. We trust in the good faith of our customers in this regard.
Our aim is to make this process as transparent and fair as possible. You will be kept informed at every stage. Please be patient and cooperate with any requested information so we can resolve your case efficiently.
Digital Product Usage License (Reminder)
All digital products (music, samples, courses, etc.) obtained from this store are provided under a use license, and not sold as absolute property. This means the User acquires the right to use the content according to the authorized terms (see Terms and Conditions of Use and Sale), but may not resell, redistribute, or use it beyond the scope of the granted license.
Completed musical works (such as songs, remixes, or albums) are licensed exclusively for personal listening, private non-commercial use, and for live performance in legal contexts (e.g., DJ sets, live shows). They may also be included in recorded DJ sessions published on platforms like YouTube, Mixcloud, or SoundCloud, as long as the session is offered for free, not commercialized or sold as an individual product, and the track is not uploaded separately or redistributed outside that context.
It is not permitted to remix, modify, synchronize, or integrate these works into videos, advertisements, promotional campaigns, third-party content, video games, podcasts, presentations, training materials, audiovisual works, or any derivative products without a specific license. Nor is it permitted to resell, sublicense, or distribute them as part of compilations, packs, or libraries.
Use on personal social networks (such as Instagram, TikTok, or YouTube) is permitted within the above scope, as long as no direct commercial use is involved. However, the User should be aware that such platforms may apply automatic restrictions or blocks (e.g., via Content ID or Meta Rights Manager) beyond the Owner’s control.
In the case of other products like samples, sound effects, or educational resources, the buyer may use them in original personal productions, as long as they do not redistribute the original files or use them beyond the limits of the standard license.
Copying, sharing, or reselling the files to third parties is strictly prohibited, as is any unauthorized commercial use. If extended rights are required (e.g., for commercial use in a client project, sync licensing for media, promotional use on social media, etc.), please contact us to obtain a specific license.
The license granted is personal, non-transferable, and non-exclusive, valid worldwide and for the full legal duration of copyright protection (i.e., the User may use it indefinitely in their personal projects, but always under the agreed terms).
In the event of a refund for a digital purchase, as noted, the license is voided. In cases of license violation (unauthorized use), the Owner may revoke access and take appropriate action.
Physical Product Returns (General Information)
Although the store currently focuses on digital content, we outline the framework for possible future physical product sales (such as merchandise, physical music formats, etc.):
In general, for physical products sold remotely, the consumer has a 14-day right of withdrawal from the date of receipt, provided the item is returned in the same condition. The process would include: notification within the deadline, return of the product in perfect condition, and then refund of the price (shipping costs may or may not be included).
Returns will not be accepted for custom-made or personalized items (e.g., a vinyl record printed on demand with customized content), unsealed items that are not suitable for return due to hygiene or health protection (e.g., used in-ear headphones), or sealed sound or video recordings that the customer has unsealed (e.g., if we sell a sealed CD or vinyl and the customer breaks the seal, the withdrawal right is lost).
Returns are also not applicable to subscriptions already used or services already rendered (as with digital content).
If physical goods such as vinyl records, CDs, or merchandise (e.g., t-shirts) are offered, each case will include specific return conditions, including who bears return shipping costs (normally the customer, unless the product is defective), and acceptance conditions (unused, with tags, etc.).
In any event, if physical products are offered in the future, this policy will be updated with the exact terms applicable to those items. Until then, this section is purely informative.
Contact for Returns
For any questions or requests related to returns, refunds, or post-sale issues, you may contact our Customer Service at info@djdeoliveira.com . Alternatively, if a contact form is available on the site, you may use it and indicate that your inquiry concerns “Returns.”
We will handle your case with the utmost diligence, seeking to offer a satisfactory solution within the framework of this policy and applicable law.
