Returns Policy:
If you have taken delivery of your order and are unhappy with any of the products received, for any reason, we will be happy to refund or exchange any items providing you meet the following criteria:
- You must inform us of your desire to return any item within 14 days of receipt as per the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- All items must be returned to us in their original unopened condition.
- All items must be returned complete in their original packaging with any accessories or free gifts.
Unless the item is faulty, not as described, delivered in error or damaged upon delivery, you are responsible for the shipping costs when returning the item back to us. We recommend using appropriate, sturdy packaging, and a tracked, insured delivery service from a reputable courier. The item must be returned and delivered in its original condition to qualify for a full refund. Please note that we are not responsible for breakages or non-delivery by your courier.
International return shipments must be declared as Returned Items. This is to avoid confusion at customs and avoid unnecessary customs fees. We will not cover any costs incurred by incorrect declaration.
If an item from your order is damaged or broken upon receipt, you must let us know within 7 days from the day you received your item. Do not move damaged or broken items to another address. If the goods are moved from the delivery address this can invalidate your shipping insurance. In most cases, we can arrange for a courier to collect on our behalf, or can reimburse your return shipping expenses.
Manufacturer packaging is there to protect your product. Creases and small tears may occur during shipping. If you are unhappy with your product packaging you can return your item, but you may be responsible for the shipping costs when returning the item back to us.
Please return all items to the following address:
Returns Department
Hard To Find Records
30 Hall Street
Birmingham
B18 6BS
United Kingdom
All returns must follow the below procedures. Failure to do so may result in your return being rejected:
- Contact us in writing with your reason for the return and request a Returns Authorisation Number. Your return is not valid until you receive written acceptance from Hard To Find Records.
- Include a copy of your receipt or sales invoice showing the item(s) you are returning.
- Corresponding tape must be used when sealing any manufacturer’s boxes (e.g. boxes originally sealed with a single strip of clear tape MUST be resealed the same way).
- Cover the manufacture’s box to reduce the chance of damage and to ensure courier labels are not directly applied.
- Securely attach your returns shipping label to the exterior packaging.
- Take care to cover up any other addresses or original shipping labels on the packaging.
- Include a note confirming your ideal resolution (e.g. a refund, store credit or product details for an exchange).
Once you have received your Returns Authorisation Number, you have 14 days to send your item(s) back or to hand it over to our arranged courier. After this time, the return is cancelled and you must start the process again. This may affect your right to return the item.
Refunds are processed within a maximum of 14 days (but this will usually be within 3 working days) of Hard To Find Records receiving the goods back from you.
In the event of a refund, we will endeavour to refund returned item(s) in full including the original delivery fee. If you chose a more expensive delivery option, like next-day delivery, we are only obliged to refund the cost of the standard delivery option. We reserve the right to charge a fee (up to the full cost of the item) if the goods are not returned in their original condition.
Exceptions to this guarantee are (but are not limited to) products that degrade with use (e.g. stylus & vacuum tubes), blind/mystery boxes, SweetVinyl Sugarcubes, consumables (e.g. vinyl cleaning fluid), recordable media (e.g. reading material, computer software, DVDs, vinyl and CDs) if unsealed, special order items, customised items and unsealed products which are not suitable for return due to health protection or hygienic reasons (e.g. in-ear headphones) and defects due to accidental or deliberate damage. Guarantees may not apply in cases where the product has undergone professional use, been abused or show wear beyond what is necessary to try the goods under normal circumstances.
Product Warranties:
A warranty period takes affect from the date of delivery. We will supply goods that are free from defects in materials and workmanship for a period of 12 months (unless otherwise clearly stated).
In the unlikely event that a fault develops with your product, during normal use, within the first 30 days from your receipt of the item (provided all procedures are adhered to and the fault is confirmed upon inspection by Hard To Find Records) you will be offered a refund, store credit or an exchange free of charge.
After the first 30 days from your receipt of the item (provided all procedures are adhered to and the fault is confirmed upon inspection by Hard To Find Records) we will offer a refund, store credit, repair or exchange at our discretion.
If a returned item is deemed to be non-faulty upon inspection, the return may incur an inspection fee that must be paid before the item is returned to you.
Your warranty may become invalid due to misuse, unauthorised modifications or repairs, damage during assembly, excessive use or failure to maintain the product as per the warranty agreement.
Our full Terms & Conditions can be found here.