Returning An Item

Prior to returning any order for any reason, you must contact our returns department either by phone – 0121 236 3685 or by email - [email protected]

In most circumstances we will allow you to return any sealed vinyl or CD purchased from us for a refund. At our discretion, we may also allow you to return any unsealed 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 of your intention to return your item(s), this 7 day period begins the day subsequent to delivery.

It is important that your item(s) be returned in the same condition as when it was shipped.

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 “Returned Items”. 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).

Once you notify us of your intention to return an item, you have 14 days for the item to reach us. After this time, the return is cancelled and you must start the process again. This may affect your right to return the item.

We may reject items that have been damaged while in the customers care.

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

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

Returns Department
Hard To Find Records
30 Hall Street
Birmingham
B18 6BS

If your goods arrive with you in a damaged or defective condition you must notify us within 7 days of 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 courier’s terms have been adhered to, the goods will be either exchanged, refunded or store credit will be applied.

For all hardware & DJ equipment returns, please make sure you do the following:

- Contact us to say why you're returning the item and request a RAN (Returns Authorisation Number)
- Include a copy of your sales invoice with the item(s) you are returning
- Corrisponding tape must be used when sealing any boxes (Eg boxes originally sealed with a single strip of clear tape MUST be resealed the same way)
- Cover the manufactures box
- Attach your returns shipping label to the exterior packaging
- Take care to cover up any other addresses on the packaging
- If applicable, please specify within the return what product you would like to exchange the item for

Product return exceptions include (but may not be limited to) consumable items like stylus, screens/digital displays & vacuum tubes due to the way they deteriorate through use, SugarCubes, special order & customised items, and in-ear headphones for hygiene reasons. These items are non-returnable.

If any of the terms laid out here are not adhered to, Hard To Find Hi-Fi reserves the right to deduct a restocking fee from any refund or credit issued.

Your 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). Any component parts which become defective in normal use will be repaired or replaced at our discretion free of charge.

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.

International customers sending items back to us must declare their parcels 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 a returned item is deemed to be as described, not faulty and undamaged on arrival with the customer, Hard To Find Hi-Fi will not cover any costs involved with the return (e.g. returns postage). In these cases, the return may incur an inspection fee that must be paid before the item is returned to you.

Once you notify us of your intention to return an item, you have 14 days for the item to reach us. After this time the return is cancelled and you must start the process again. This may affect your right to return the item.

We may reject items that have been damaged during assembly, used significantly - to the point that they can no longer be considered new, or not in as sold condition. This is at our discretion.

Any fault that develops under normal use will be repaired or replaced at our discretion. If a replacement item or refund is deemed appropriate, the returned item must arrive with us as new (excluding the reported fault and or damage).

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

Once you have informed us of your desire to return an item, you have 14 days to send it back or hand it over to our arranged courier.

Should your parcel come back to us undelivered we will notify you by email where possible. In most cases, we will then hold the parcel(s) for at least one week 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 and the courier’s return charge. Additionally, if reshipping is required we may also need to charge an additional shipping fee. This is decided on a case by case basis.

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

This regulation only covers the UK. If you are ordering from outside of the UK, 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 Consumer Rights Act 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 Consumer Rights Act, please see here.

We would like to politely state that 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).

Any returned items must arrive with us in the same condition as when they were delivered to the customer (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 (e.g. unauthorised repair attempts).