Returns & Replacements
Every record we make is made for you, to your design. That shapes how returns work, so here it is plainly.
Our Promise
A manufacturing defect, or damaged in the post: replaced free. Tell us within 14 days.
| Situation | What we do |
|---|---|
| Manufacturing defect or technical issue | Free replacement |
| Damaged during shipping | Free replacement |
| Change of mind | No refund (custom item) |
Please report any issues within 14 days of receiving your order. We look into every report within 48 hours and work with you to put any quality problem right, usually remotely: a photo or a short video is often all we need. If it arrives damaged, keep the packaging and send us photos of the box as well as the record, so we can claim from the carrier. Every record is custom-made, so it can't be returned. If we ever need it back to test it, we pay the postage.
Changed Your Mind?
Each record is custom-made for you and carries your own content, so it has no resale value and can't be resold. That's why we can't take it back or refund it if you change your mind.
Cancelling an Order
You can cancel for a full refund while your record is still being mastered or checked, up until we start cutting. Once cutting begins, it's being made just for you and can't be cancelled.
Much of the early work is automatic, so the window can be short. To cancel, email us straight away: we can only cancel before cutting starts.
How to Tell Us
Open your order in your account and use Report a problem. It goes straight to the person making your record and is dealt with first, not mixed in with new enquiries. Keep the contact form and workshop@vinylart.co for anything that isn't about an order.
This page sums up sections 7 and 8 of our Terms & Conditions, which hold the full wording.