Last updated: 5 November 2026

At Transmission Samples, we want you to be completely satisfied with your purchases. We take care to ensure our products are accurately described, thoroughly checked and delivered as expected.

As we sell digital products that are available for download, our returns and refunds policy differs from that of retailers selling physical goods.

Please read the following information before making a purchase.


1. Digital Products & Cancellations

All products sold through Transmission Samples are digital downloads, including sample packs, MIDI packs, presets, plugins and other downloadable content.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers generally have a 14-day right to cancel online purchases.

However, for digital content supplied immediately, this right is lost once the supply of the digital content begins, provided you have expressly consented to delivery beginning during the cancellation period and acknowledged that you will lose your cancellation right.

Where these requirements have been met, we are unable to offer refunds or exchanges simply because you have changed your mind, purchased the wrong product or no longer require the content.

If you have not agreed to immediate digital delivery and acknowledged the loss of your cancellation right, your statutory cancellation rights will continue to apply.

This does not affect your rights if a product is faulty, incomplete or not as described.


2. Faulty, Incomplete or Incorrect Products

We make every effort to ensure that the products available on Transmission Samples are accurate, complete and function as described.

Under the Consumer Rights Act 2015, digital content must be:

  • Of satisfactory quality.
  • Fit for any particular purpose made known to us where the relevant legal requirements are met.
  • As described in the product information provided at the time of purchase.

If you experience a problem with a purchased product, please contact us through our Contact Us page.

Depending on the issue, we may provide a corrected download, replacement files, technical assistance or another appropriate solution.

Where a repair or replacement is impossible, or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund in accordance with your statutory rights.

Nothing in this policy limits or excludes your rights under applicable consumer protection legislation.


3. Download Problems

If you experience difficulties downloading or accessing a purchased product, please contact us so we can investigate and assist.

Common issues such as interrupted downloads, corrupted archives or missing download links can usually be resolved by providing access to the files again.

If we are unable to supply the purchased digital content as agreed, we will provide an appropriate remedy, including a refund where required by law.


4. Software, Plugins & Compatibility

Some products, including software plugins, synthesiser presets and expansion packs, require specific third-party software, hardware or operating systems.

Where applicable, compatibility requirements are provided on the product page. We recommend checking these requirements carefully before purchasing.

We cannot normally offer change-of-mind refunds where a product has been purchased for an incompatible system, provided the relevant compatibility requirements were clearly disclosed and the statutory conditions for losing the cancellation right have been satisfied.

However, if a product does not meet its advertised compatibility requirements or is otherwise faulty or not as described, your statutory consumer rights remain unaffected.


5. Refund Requests

If you believe you are entitled to a refund, please contact us through our Contact Us page.

To help us investigate your request, please provide:

  • Your order number.
  • The email address associated with your purchase.
  • The name of the product.
  • A description of the issue.
  • Any relevant screenshots or error messages, where applicable.

We will review your request and may ask for additional information to help us identify and resolve the problem.

Where a refund is due under the Consumer Rights Act 2015, it will be processed without undue delay and within 14 days of us agreeing that you are entitled to it.

Refunds will be issued using the original payment method unless you expressly agree otherwise. No refund administration fees will be charged.


6. Goodwill Refunds & Store Credit

We understand that mistakes can happen, and we aim to treat every customer fairly.

In circumstances where a statutory refund is not required, we may, at our discretion, offer a goodwill refund, exchange or store credit.

Any goodwill arrangement will be considered on a case-by-case basis and does not affect your statutory rights.

Store credit will only be provided instead of a legally required monetary refund where you expressly agree to it.


7. Your Statutory Rights

This policy is intended to comply with applicable UK consumer protection legislation, including:

  • The Consumer Rights Act 2015.
  • The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes, restricts or overrides any statutory rights or remedies available to you under applicable law.

For further information about your consumer rights, visit Citizens Advice.


8. Contact Us

If you have any questions about this policy or require assistance with a purchase, please contact our support team using our Contact Us page.

We aim to resolve all customer enquiries fairly and as efficiently as possible.