Returns Policy

How do I return a product to HTFR?

  • 1.  Hardware Products

    We will supply goods that are free from defects in materials and workmanship for a period of 12 months from the date of delivery. Any component parts which become defective in normal use will be repaired or replaced at our discretion free of charge.

  • 2.  Vinyl & CDs

    In addition to your statutory rights, we will allow you to return any vinyl or CD purchased from us for an exchange or credit note. Any credit will be for the cost of the item only (excluding shipping). You have 7 days to notify us, this 7 day period begins the day subsequent to delivery. However, before returning any item, please read through the following terms and exceptions.

  • 3.  Returns Procedure

    Prior to returning any order for any reason, you must contact our returns department either by phone - 0121 622 3269 or by email - returns@htfr.com.

    It is important that your order be returned in the original manufacturers packaging complete with any accessories, manuals or other documentation. Failure to do so may affect how we deal with your item on return or affect your rights.

    We advise purchasing adequate shipping insurance cover when returning any item as the item is your responsibility until we sign for or take delivery of it.

    International customers sending items back to us must declare their parcels as ĎReturned Itemsí. This is to avoid confusion at customs and avoid unnecessary customs fees.

    If a returned item is as described, not faulty and was undamaged on arrival with the customer, Hard To Find Records will not cover any costs involved (e.g. returns postage or manufacturer inspection fee).

    We may reject items that have been damaged during assembly.

    Any return not complying with these terms may be rejected and returned to you.

  • 4.  Our Returns Address

    If you have been asked to return an item, please send it back to the following address:

    Returns Department
    Hard To Find Records
    66 Rea Street South
    Birmingham
    B5 6LB

  • 5.  Damaged Or Defective Goods

    If goods arrive in a damaged or defective condition you must notify us within 7 days of the delivery. If the goods are damaged in transit, please repack the items exactly as they were on arrival and contact us. Do not move the items to another address. If the goods are moved from the delivery address this can invalidate your shipping insurance.

    Provided both our terms and the courierís terms have been adhered to, the goods will be either exchanged, refunded or store credit will be applied.

  • 6.  Undelivered Parcels

    Should your parcel does come back to us undelivered we will notify by email where possible. We will then keep hold of the parcel(s) for at least two weeks before the items are returned to stock. In cases where the items are returned to stock, we will apply store credit to the value of the goods.

    If you require reshipment of your parcel(s) we may request you pay additional shipping fees. This is decided on a case by case basis.

    With regards to international shipments, if your order comes back as undelivered for any reason, you may be required to cover the original shipment charge, the courierís return charge and the reshipment charge if you want us to send it again. This is decided on a case by case basis.

    Large undelivered orders may be returned to stock immediately but you will be notified.

  • 7.  Distant Selling: Year 2000 Regulations

    This regulation only covers countries that are member states of the EU. If you are ordering from a member state of the EU other than the UK, please check your countries regulations on Distance Selling as this may vary. If you are ordering from a country that is outside of the member states of the EU, this regulation is not applicable. However, we will do our best to adhere to your countries guidelines.

    Your right to return an item unwanted for a refund under the Distant Selling Regulations does not apply to certain items such as computer software, inner ear headphones, recordable media (e.g. magazines, books, DVDs, vinyl or CDs) if they are unsealed. For more information on the Distant Selling Regulations, please see here.

  • 8.  Your Legal Requirements

    We would like to politely remind our customers, there is a legal requirement for the customer to take a reasonable duty of care with regards to the goods while in their possession. (Please see section below for our definition of reasonable duty of care).

  • 9.  Reasonable Duty Of Care (Our Definition)

    Our definition of a reasonable duty of care is returning an item in the same way that it was delivered (including manuals, accessories, free gifts and any other items relating to the unit in question). We also expect the return to be free from damage (this does not include damage reported before return) or defects caused by any third party (i.e. not Hard To Find Records or the manufacturer).


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