Refund policy

Important: Urban Sound Prints sells digital products. We do not ship physical items and, due to the digital nature of our products, refunds are very limited.

1. Nature of our products

Urban Sound Prints is an online store specialized in digital music album designs. Our products are digital files in JPG format with 300 DPI quality, available in A2, A3, A4 and A5 sizes, intended for the customer to print and create their own framed artwork.

We offer two types of designs: catalog designs (available for immediate purchase and download) and custom designs (created upon customer request for albums not available in our catalog).

All our products are downloadable digital files. We do not sell physical products, printed artworks, frames or posters shipped by mail.

2. General refund condition

Due to the digital nature of our products, no returns or refunds will be accepted once the digital file has been delivered, regardless of whether the customer has downloaded it or not.

By making a purchase at Urban Sound Prints, the customer accepts that they are acquiring a digital product with immediate delivery and that they will not receive any physical product.

3. Right of withdrawal and applicable exemption

In accordance with Directive 2011/83/EU and Spanish Royal Legislative Decree 1/2007, European consumers have a 14-day right of withdrawal on online purchases.

However, according to Article 16(m) of Directive 2011/83/EU and Article 103.m of Royal Legislative Decree 1/2007, this right does not apply to the supply of digital content not delivered on a tangible medium when the customer has given prior express consent and has acknowledged the loss of their right of withdrawal.

A visible notice, placed above the purchase button on every product page of Urban Sound Prints, informs the customer that by completing the purchase they accept the Terms and Conditions and the Refund Policy. By completing the purchase, the customer:

• Expressly accepts the immediate delivery of the digital file.
• Acknowledges that they lose their 14-day right of withdrawal at the moment the download link is sent to their email address (for catalog designs) or at the moment the custom design begins.

Urban Sound Prints provides a withdrawal function accessible from the website, in compliance with EU Directive 2023/2673. Requests received through this function will be assessed according to the conditions established in this policy and the exemption applicable to digital content.

4. Customers outside the European Union

For customers residing outside the European Union, the European right of withdrawal does not apply. Refund conditions are governed by this policy, accepted by the customer at the time of purchase.

Urban Sound Prints applies a no-refund policy for digital products once the file has been delivered, except in the exceptional cases described in section 6 (duplicate purchase or unresolvable technical issue) and in the specific conditions for custom designs detailed in section 7.

This policy is offered uniformly to all our international customers with the aim of ensuring transparency and equal treatment.

5. Cases in which refunds do not apply

No refunds will be issued in the following cases:

• The customer changed their mind after completing the purchase.
• The customer expected to receive a physical product, even though the website clearly states that the product is digital.
• The download link has already been sent to the email address provided.
• The customer did not properly review the product description before purchasing.
• The customer did not check their spam, promotions or junk mail folder.
• The customer entered their email address incorrectly at checkout. In this case, they may contact us to have the files resent once the purchase is verified.

6. Cases in which we may evaluate a refund

Urban Sound Prints may evaluate a refund request only in the following exceptional cases:

• Duplicate purchase of the same design made by mistake.
• Technical issue with the delivered file that cannot be resolved by our support team.

Each request will be reviewed individually. Approval of the refund will depend on the available evidence and the status of the order.

7. Custom designs

Urban Sound Prints offers the possibility to order custom designs of albums that are not available in our catalog. These designs maintain the same visual style as the rest of our catalog, customizing only the album cover, the Spotify code and the associated information (artist, album, tracklist).

When requesting a custom design, the customer must provide:

• Album name.
• Artist name.

Optionally, the customer may provide the album's Spotify link and additional details to ensure maximum accuracy in the design.

Delivery time: custom designs are delivered within 1 to 4 days after payment confirmation.

Specific refund conditions for custom designs:

For custom digital designs, refunds are available within the first 24 hours after purchase, provided that the design has not yet been delivered. Once the design has been delivered or this period has elapsed, refunds will not be possible.

Errors in the information provided: it is the customer's responsibility to provide all information clearly, completely and correctly. Urban Sound Prints is not responsible for errors in the design caused by incorrect, incomplete or poorly written information provided by the customer. We recommend including the album's Spotify link to minimize such errors.

Corrections: if the delivered design contains an error attributable to Urban Sound Prints, we will make a correction at no additional cost. Changes of mind, modifications of artist, album or information requested after delivery are not considered our errors and may require a new order.

8. Technical support before refund

If you have difficulties opening or downloading the files, please contact us before requesting a refund. In the vast majority of cases, we can resolve the issue by sending you the files directly, without the need to process a refund.

We recommend downloading the designs from a computer, as the folder is compressed and may cause problems on mobile devices. If you do not have access to a computer, we can send you the unzipped files so you can download them from any device.

9. Files not received

If you do not receive the email with the download link after your purchase:

1. Check your spam or junk mail folder.
2. If you cannot find it, please write to us at info@urbansoundprints.com providing your order details.

Once the purchase is verified, we will resend the files at no additional cost.

10. Time to request a review

If you believe there is an issue with your order, you must contact us within a maximum of 7 calendar days from the delivery date of the digital product.

Requests received after this period may not be accepted, unless there is a justified and verifiable cause.

11. How to request support or a review

To request support or a refund evaluation, please write to info@urbansoundprints.com including:

• Full name used at checkout.
• Email address used for the order.
• Order number.
• Clear description of the issue.
• Screenshots or supporting documents, if applicable.

12. Response time

Support or review requests will be answered within an estimated time of 24 to 48 business hours.

If the refund is approved, it will be processed using the same payment method originally used and may take up to 10 business days to be reflected in the customer's account, depending on their bank.

13. Acceptance of this policy

By making a purchase at Urban Sound Prints, the customer declares that they have read, understood and accepted this Refund Policy, as indicated in the visible notice displayed on each product page.

Effective date: 20/06/2026