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On this page 7 sections
This policy applies to digital products supplied through basicwavez.com by Basic Wavez Holdings Ltd, company number 11466822, trading as Basic Wavez.
1. Change of mind refunds
We offer change of mind refunds where the purchased digital product has not been downloaded.
For content supplied through streaming or online viewing, the same principle applies before you begin accessing the purchased content.
Once downloading or streaming has begun, we do not normally offer a change of mind refund. However, this does not affect your statutory rights, any applicable rights under Paddle’s policies, or remedies for faulty, misdescribed or undelivered products.
If you are dissatisfied with a purchase, please contact support@basicwavez.com so we can help.
2. Faulty products and delivery problems
Please contact us if your product is faulty, does not match its description, is missing purchased content or cannot be accessed.
Include your order details and a description of the problem. For technical issues, information about your operating system, music software and any error messages will help us investigate.
Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund. Downloading a product does not remove these rights.
We will not require you to accept store credit instead of a refund where you are legally entitled to your money back.
3. Statutory cancellation rights
Consumers in the UK and EU/EEA generally have a statutory period of 14 days to withdraw from an online digital content contract, subject to applicable exceptions.
For digital content supplied immediately, this right may end when downloading or streaming begins, but only where you have first expressly consented to immediate supply, acknowledged that you will lose your withdrawal right, and received the legally required confirmation.
Simply accepting our Terms of Service does not by itself provide this consent and acknowledgement.
Where these requirements have not been met, or another mandatory consumer protection applies, your legal rights remain available. Customers elsewhere may have additional rights under local law.
To exercise an applicable withdrawal right, send a clear statement that you wish to cancel before the relevant deadline. You do not need to give a reason for statutory withdrawal.
4. Purchases through Paddle
For purchases made through Paddle, Paddle is the Merchant of Record and processes refunds.
You can request a refund through Paddle’s buyer support or the support link in your receipt. You can also contact Basic Wavez for assistance with your product or request.
The Paddle Refund Policy also applies. Paddle may grant a refund under that policy even where our normal change of mind policy would not apply. Any greater protection provided by applicable law or Paddle’s policy remains available.
If Basic Wavez agrees to a refund for a Paddle purchase, we will arrange for Paddle to process it.
For purchases made through another checkout, contact support@basicwavez.com.
5. Information to include
To help us locate your purchase, please provide:
- The email address used at checkout.
- Your order number or transaction reference, if available.
- The product name.
- A brief explanation of the issue, where relevant.
An explanation is not required when exercising a statutory right to withdraw. Please do not send passwords or full payment card details.
6. Refund processing
Refunds for Paddle purchases follow Paddle’s published processing times and any applicable legal deadlines. Its policy provides for eligible refunds within 14 days of approval, with qualifying statutory withdrawals handled within 14 days of receiving the withdrawal request.
Refunds are normally returned to the original payment method. Your payment provider may need additional time to display the credit.
Where Basic Wavez processes a refund directly, we will do so without undue delay and within the applicable legal deadline.
Following a full refund, access to and the licence for the refunded product will end. You must stop using that product and delete retained copies, except to the extent applicable law provides otherwise. A partial price reduction does not automatically end your licence.
7. Contact and policy changes
For product support or help with a refund request, email support@basicwavez.com.
For Paddle billing and payment enquiries, visit Paddle buyer support.
The version of this policy in effect when you purchased applies to that purchase. Later changes will not reduce rights you already hold.