Refund Policy

Why no refunds on digital goods?

Digital files are delivered instantly upon payment confirmation. Unlike physical goods, digital files cannot be "returned" — once downloaded, the buyer retains a copy regardless. Under the South African Electronic Communications and Transactions Act (ECT Act), sellers may exclude the right of return for digital goods delivered immediately on purchase.

Exceptions we will honour

We will issue a credit or re-grant access if: (a) you were charged but did not receive download access; (b) the file you downloaded is corrupted and we cannot provide a working replacement; (c) you were charged twice for the same item.

To raise an exception, email support@vukamusic.com within 7 days with your order reference.

Exclusive licences

Exclusive licence purchases are irreversible. Once an exclusive licence is confirmed, Vuka Music permanently locks the beat and removes it from sale. No refund will be issued for exclusive purchases under any circumstances.

Chargebacks

Filing a fraudulent chargeback for a digital good you received and downloaded constitutes fraud. As the merchant on the transaction, Vuka Music will contest all fraudulent chargebacks and may report repeat offenders to Paystack and relevant authorities.

Merch (physical goods)

Vuka Music is the seller of record for merch orders, but the item itself is fulfilled and shipped by the artist on Vuka Music's behalf — see our Shipping Policy for how orders ship. Because these are physical goods rather than instantly-delivered digital files, the ECT Act digital-goods exclusion above does not apply to them.

We will arrange a replacement or refund of the item price plus shipping if: (a) your order arrives damaged or defective; (b) you received the wrong item or size; (c) your order never arrives and the fulfilling artist cannot show proof of shipment; or (d) you were charged twice for the same order.

To raise a merch issue, email support@vukamusic.com within 7 days of delivery (or of the expected delivery date, if it never arrives) with your order reference and photos where relevant. Change-of-mind returns are not covered — the artist sets sizing and product details on the listing, so check these before ordering.

Marketplace services (mixing, mastering, features & similar)

When you book a marketplace service, you're buying it from Vuka Music, who holds your payment while the professional you booked completes the work — you don't pay them directly. Funds are only released to the professional once you confirm delivery, or automatically after 7 days if you haven't responded and haven't raised a dispute.

If the delivered work doesn't match what was described in the listing, or the professional misses the agreed delivery window without communicating, raise a dispute from the order page before the 7-day auto-release — this pauses the payout and puts the order in front of Vuka Music for review. We'll arrange a revision, partial refund, or full refund depending on what went wrong. Once you've confirmed delivery (or the 7-day window has passed without a dispute), the order is treated as complete and is not eligible for a refund.