When you place an order with Conserprod via the website, we will send you an email confirming receipt of your order and containing the details of your order. Your order represents an offer to purchase a product which is accepted by us when we send a subsequent email confirming availability of the product and/or informing you that we have despatched the product. You can cancel an order and receive an immediate refund at any time prior to despatch. Once the product has been despatched, the order is complete and cannot be cancelled other than as allowed for by our refunds and returns policy (see below). Conserprod reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

All items are despatched by Royal Mail (First Class). Goods for non-UK addresses are despatched via airmail; delivery times will depend on distance. Under normal circumstances, items posted to UK addresses will arrive within 2 working days. When you place an order, we'll estimate dispatch and delivery dates for you based on the availability of your items and the delivery options you choose. Dispatch date estimates are shown in the order form. After placing your order, you'll be able to find dispatch and delivery date estimates in the order confirmation e-mail and in the order summary. Please wait three days after the estimated delivery date before contacting us about a missing order. During that time, we recommend that you ask you local postal sorting office if they've already tried to deliver it and ask your neighbours if the package has been left with them. If your order hasn't arrived three days after the estimated delivery date, please email us and we'll do our best to locate it. Important! Conserprod Ltd cannot guarantee delivery on or by a stated date, and cannot accept responsibility for late delivery caused by delays in the post. Goods cannot be considered to have been lost in the post until 15 days after posting. Items which are out of stock or not yet published at the time of ordering will be placed on backorder and will be despatched as soon as stocks are available. If an order contains a mixture of available and unavailable items, part of the order will normally be despatched as soon as all the available items are ready for despatch, with the other items following later.

Unless otherwise stated, all DVDs are Region 2 (UK/Europe) playback only, and if you are ordering DVD or video products from outside the UK and Europe, please ensure that you have compatible equipment before placing your order.

Basic returns policy:

If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 15 days of the date you received the item, unopened (with any seals and shrink-wrap intact) and we will issue a full refund for the price you paid for the item..). A full refund will also be made if the item is damaged or non-functional or, in the case of shrink-wrapped products only, if the item is returned with the wrapping intact, or if any item fails to be dispatched, is lost in the post or if it arrives in a damaged or unusable state. You may, at your discretion, choose to accept a replacement item of the same value provided that stocks are available. Claims for non-delivery or damage must be made in writing (email or post) within 15 days of the order date.

Publications: (songbooks, sheet music). A full refund can only be made if the item is damaged, faulty or otherwise unreadable. For downloadable material please email us if the item is unreadable and we will issue email you another copy.

Important: You do not need to return a CD or DVD if the only damage is to the case - just call or email and we'll send you a replacement case free of charge. (Standard CD/DVD packaging only).

These conditions meet or exceed your legal rights to a refund under UK law, as described on the DTI website. Refunds for any other reason may be made at our discretion.

To return an item for a refund or replacement, please package it securely and send it to:

Conserprod Ltd (Returns)
39 Prospect Ring
London
N2 8BP
United Kingdom

Please include the original despatch slip (or a copy of it) and a note explaining the reason for the return. Please also state whether you require a refund or a replacement item. You will be responsible for the full costs of returning the item, unless we delivered the item in error. For your own protection, we recommend that you use a recorded-delivery service. If we have delivered an item in error, please contact us by phone or email error@conserprod.co.uk before returning it. If we do ask you to return it, we will arrange for you to be refunded the postage costs.

Note: in the event of Conserprod sending you a replacement for a damaged, defective or incorrect item, you must return the original item to Conserprod within 10 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 15 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 15 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order. If you are returning a CD or DVD because it is faulty, please include brief details of the equipment that you tried it on and any other information relating to the fault (eg, if any specific tracks skip, etc).