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Below is a list of frequently asked questions:

How do I contact your customer services?
How much do you charge for shipping?
Will there be any additional duties / taxes (VAT) payable on my order?
What is your refund and returns policy?
How do I cancel an order?
What do I do if I receive a faulty or damaged item?
What payment methods do you accept?
Is it safe to use my credit / debit card in your store?
How will I know you have received my order?
How quickly will my order arrive?
My order has not arrived what should I do?
Is my package insured?
Is my personal information kept private?
How do I convert GDP (£) sterling into another currency?
MP3's - What bit rate are your MP3's?
MP3's - Can I listen to samples before I buy?
MP3's - Ordering Process
My question isn't listed above

 

How do I contact your customer services?
To track or get an update on the status of an order please send an email to: shop@renegadehardware.co.uk. We try and answer all enquiries the same day, however if you contact us over the weekend we will get back to you when the next working day. 

Customer Service Email: shop@renegadehardware.co.uk

How much do you charge for shipping?
Our aim is to keep our shipping and packaging costs to a minimum. To simplify the process, all of our physical products are measured in units.
1 item = 1 unit. In relation to vinyl, due to weight considerations each record is counted as 1 unit. i.e a 2x12" EP = 2 units. A 3x12" LP = 3 units and so on. 

UK
First unit = £1.90. Each additional unit = £0.75

Europe
First unit = £2.60. Each additional unit = £1.10

Rest of the World
First unit = £3.40. Each additional unit = £1.70

Will there be any additional Duties / Taxes payable on my order?
All prices displayed in our store include VAT at the current rate (17.5%). For customers in Europe and the rest of the world the VAT will be deducted accordingly at the checkout. Any import duty, customs and local taxes incurred must be paid for by the customer in full.

Renegade Hardware Music Ltd will always mark orders for overseas true to the content and price of what is in the package, We will not falsify or provide misleading information in order for the customer to avoid paying any import duty, customs and / or local taxes.

What is the refund and returns policy?
Products: You may request a refund or exchange on physical products for any reason or for an alternative product within 14 days of the original purchase (exceptions can be made for orders outside of the UK). Please email info@renegadehardware.co.uk stating your order number, your name and address, details of the product, reason for return and if you require a refund or an exchange. We will then send you instructions on what to do next. Items must be returned to us as new with original packaging.

Please note: We can only accept refunds or exchanges on CD's if they are returned to us in an unopened "as new" condition (shrink wrap intact) or if there is a fault with the disc(s).

Shipping charges for the return of the goods will be paid for by you, we strongly recommend you use a recorded delivery service as we cannot be held liable for items missing in the post. If you want to exchange an item there will be an additional shipping cost as per your original order.

For refunds, please allow 10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. No exceptions.

Policy on MP3's
Unfortunately we are not able to cancel, refund or exchange your purchase once we begin the process of supplying your download so please double check your order is correct before submitting it to us.

 This returns policy does not affect your statutory rights.

How do I cancel an order?
If you wish to cancel your order before it has been dispatched, just email us at shop@renegadehardware.co.uk - quoting your order number in the subject box and we'll take care of it.

What do I do if I receive a faulty or damaged item?
In the unlikely event that you are not completely satisfied with your items or we have sent you the wrong product please email us immediately at: shop@renegadehardware.co.uk stating your order number, name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions on what to do next.

For refunds please allow 5–10 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We will pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.

What payment methods do you accept?
We accept Visa, Visa Electron, Mastercard/Delta, Maestro, Switch and Solo cards, Paypal and Google Check Out. Unfortunately we cannot accept any other form of payment such as cheques, postal orders or cash.

Is it safe to use my credit / debit card in your store?
Yes. To help ensure that your shopping experience is safe, simple and secure, Renegade Hardware Music Ltd uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your computer and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

How will I know you have received my order?
We will send you a confirmation email acknowledging receipt of your order. Please retain this email for your records.

How quickly will my order arrive?
All UK orders received before 3pm are sent on the same day. We dispatch all of our orders by First Class Royal Mail. We also offer Recorded Delivery at an additional charge, please select this option when ordering. European and International orders are shipped via Royal Mail Airmail. Below is an estimated guide to delivery times. 

UK: 1 - 4 working days
Europe: 4 - 7 working days
USA / Canada: 7 - 14 working days
Rest of World: 7 - 20 working days (depending on location)

Please note the above times are a guide only and not a guaranteed delivery time.

My order has not arrived what should I do?
For UK orders First Class post is not a time guaranteed service but will generally arrive the next working day. However if it does not, please allow 5 working days before contacting us. For international orders due to customs and postal delays beyond our control please allow up to 28 days for delivery before contacting us for missing orders.

If you order still has not arrived after the specified time above please contact us at: shop@renegadehardware.co.uk and will will endeavour to resolve the issue for you asap.

For UK orders If an item has not been received within 14 days after the posting date we consider it a lost item. The reason we must wait for 14 days is because this is the length of time that the UK Royal Mail wait before they accept that a package is "lost" and so we must also wait before we can claim any compensation from them. For International items the time period is 28 days from the posting date.

Is my package insured?
Not as standard but this can be arranged as an optional extra and at an additional cost to you.

Is my personal information kept private?
All the information you provide to Renegade Hardware including your email address, delivery address and credit card details are strictly private and confidential. We  acknowledge that we are bound by the UK Data Protection Act 1998 and we will not disclose your details to any third party without your express written consent. As a matter of good practice, we do not share any personal information with anyone and we do not sell it to others.

How do I convert GBP Sterling into another currency?
All currency conversions can be performed free of charge at XE - www.xe.com/ucc/.

MP3's - What bitrate are your MP3's?
All our MP3's are encoded at the highest 320kbps quality. No VBR (variable bit rate).

MP3's - Can I listen to samples before I buy?
Yes. There are audio previews available for all of our MP3's. Simply click on the play button alongside the track to listen. Please note these previews are only 2 min samples recorded at a lower quality for quick streaming and to allow you to check what tracks you are buying, they are not samples of the final product you receive which are the full tracks and 320kbps.

MP3's - Ordering process
Once your order has been accepted you will receive an email from us containing instructions as to how to access your download. 

Usage Rules: You are able to download each file three times only. After your download has been completed it will not be available again. You may export, burn (if applicable) or copy products (where permitted) solely for personal non-commercial use. You may not transfer, distribute, resell, upload or otherwise deal with purchased downloads, save as expressly permitted under these Terms. Illegally sharing mp3's even to friends is very damaging to labels and artists, to enable us to continue to bring you music, we ask please you to respect this request.

My question isn't listed above
If you have any further questions or queries please feel free to email us: shop@renegadehardware.co.uk