Refund & Returns Policy

Refund & Returns Policy

Last updated: 21/01/2026

1) Eligibility Window

  • Online orders: Return requests must be initiated within 30 days of delivery.
  • In‑store purchases: Return requests must be initiated within 14 days of purchase.
  • If your local consumer law provides a longer period or special rights (e.g., cooling‑off periods for online orders), those rights apply in addition to this policy.

2) Condition Requirements

To be eligible for a return, items must be in the same condition you received them.

  • New (sealed) records: Must be returned unopened/sealed for a refund. If you discover a manufacturing defect after opening (e.g., non-fill, off‑center pressing, significant warp etc), see Defective or Damaged Items below.
  • Used (pre‑loved) records: Must be returned in the same graded condition (e.g., VG+, NM) with all included accessories (inner sleeves, inserts).
  • Equipment & accessories (e.g., turntables, cartridges, cleaners): Must include all original packaging, manuals, and accessories, and show no signs of misuse.
  • Non-returnable items:
    • Gift cards
    • Cleaning fluids and opened consumables
    • Custom or special-order items

3) Defective or Damaged Items

If your item arrives defective or damaged, contact us within 7 days of delivery with photos/video and your order number.
We will, at our discretion and subject to stock availability:

  • Send a replacement of the same title/variant,
  • Offer a repair (for applicable equipment, per manufacturer’s process),
  • Provide a partial refund or full refund, or
  • Issue a store credit.

Records—common examples considered “defective”: severe warp impacting playback, off‑center press causing audible pitch fluctuation, pressing defects like non-fill or stitching, excessive surface noise on a new/sealed record that is not attributable to dust or static after reasonable cleaning.

4) Grading & Playback Claims (Used Vinyl)

We grade used records conservatively (e.g., Goldmine-style). If you believe the item materially differs from the listed grade:

  • Contact us within 7 days of delivery.
  • Provide clear photos/video and describe the playback issue.
  • We’ll work with you on a return, exchange, partial refund, or store credit based on the variance.

5) How to Start a Return

  1. Email orders@vintageandvinyl.co.uk with subject “Return Request – Order #[number]”.
  2. Include: order number, item(s), reason, and photos/video if applicable.
  3. We’ll respond with a Return Merchandise Authorization (RMA) and instructions. Returns sent without an RMA may be refused.

6) Return Shipping

  • Our fault (defective, damaged, wrong item): We cover return shipping (prepaid label) or refund your reasonable return postage with receipt.
  • Change of mind / size / duplicate / didn’t like the pressing: You pay return shipping.
  • Use a trackable service and keep proof of postage. We aren’t responsible for items lost in transit.

7) Refunds (Timing & Method)

  • Once we receive and inspect your return, we’ll notify you of approval or denial.
  • Approved refunds are issued to your original payment method within 3-5 business days (bank/processor timelines vary).
  • Original shipping charges are refundable only if the return is due to our error or a proven defect.

8) Exchanges

  • Exchanges are possible for the same item (e.g., replacement copy) subject to availability.
  • If the item is out of stock, we’ll offer a refund or store credit.

9) Late or Missing Refunds

If you’ve not received an approved refund after 7 business days:

  1. Check with your bank/credit card issuer.
  2. Contact your payment provider (processing times can vary).
  3. Then email us with your order number.

10) In‑Store Returns

  • Bring your receipt and the item in eligible condition.
  • For card purchases, please bring the card used.
  • Store credit may be offered at our discretion in place of a refund for change‑of‑mind returns.

11) Bundles, Box Sets & Multi‑Disc Titles

  • For partial defects within a multi-disc title, we will attempt to replace the defective disc(s). If not possible, a partial refund or full return may be arranged depending on the issue.

12) International Orders

  • Customs duties and taxes are non‑refundable through us. You may inquire with your local customs office.
  • If returning from outside our country, mark the parcel “Returned Goods” to avoid additional charges. We cannot accept COD shipments.

13) Fraud & Abuse

We reserve the right to refuse returns that show signs of excessive wear, swapping, tampering, or abuse of the policy.

14) Your Consumer Rights

Nothing in this policy limits your rights under applicable consumer protection laws. Where those laws provide stronger protections (e.g., UK/EU 14‑day cooling‑off for distance sales, statutory guarantees for defects), those rights apply.

Questions?
Email: hello@vintageandvinyl.co.uk
Phone: 01303 246715
Address (for returns): 57 The Old High Street, Folkestone, Kent CT20 1RN
Opening Hours (subject to the occasional exception): 11am to 5pm Monday to Saturday; 11am to 4pm Sunday