Returns Policy

1. Introduction

This Returns Policy (Returns Policy) applies to all purchases from us. This Returns Policy is incorporated by reference into our Terms and Conditions (Terms) and any capitalised terms not defined in this Returns Policy are defined in the Terms. You agree to comply with all Terms when accessing or using our Services, including this Returns Policy.

2. Change of Mind Returns

We do not accept returns (i.e. provide refunds, store credit or allow exchanges) for change of mind once the item has been shipped and delivered in accordance with our Shipping Policy. However, upon purchasing an item, if you wish to change your choice of Good prior to it being processed for Delivery, please notify us immediately by contacting us on [email protected] and we will endeavour to process your request by either facilitating an exchange or providing a refund or store credit provided that your item has not been packaged for shipping. When making such a request please also include your Order number and satisfactory proof of purchase (such as the confirmation email or original tax invoice) in the request.

3. Faulty Goods

If the Goods are faulty, damaged or broken, contact us at [email protected] within a reasonable time of your purchase with the following details:

Order number;

Photo of the faulty Goods and a description of the fault(s); and

Proof of purchase in the form of your confirmation email or original tax invoice must accompany your request.

We reserve the right to require you to post the faulty Good to us for assessment as a faulty Good (at your cost initially, with this cost being reimbursed to you if the Good is deemed to be faulty by us upon assessment).

We can assist you with a replacement, repair, refund or store credit, provided that upon assessment by us:

the Good is considered damaged, broken or faulty or in breach of Australian Consumer Law; or

the Good varies significantly to the description and/or images on the Sites; or

the Good delivered is not the item that was ordered; or

the Good is otherwise in breach of Australian Consumer Law.

If you were informed that the items were faulty at the time of the purchase, you will not be eligible to a return for the disclosed fault. For the avoidance of doubt, some of the Goods consist of used or second-hand items (Second-Hand Items). Such Second-Hand Items will be displayed on our website with the use of actual photographs of the product and would have been graded based on quality standards (in the case of vinyls, these have also been test played). To the maximum extent permitted by law, we will not be liable to provide you with a replacement, repair or refund for faults or issues with Second -Hand Items if:

you were informed of the faulty nature of the items;

such issues were noticeable via the photographs on our website;

such issues were indicated in the photographs and item descriptions of the Second-Hand Items.

We reserve the right not to accept a return where the fault occurs due to a customers’ misuse, neglect or reasonable wear and tear. To the maximum extent permitted by law, we will not be liable for any defect or damage to the Goods which may be caused or partly caused by or arise as a result of:

your failure to properly maintain or store the Goods;

your use of the Goods for any purpose other than that for which they were designed;

your failure to follow any instructions or guidelines provided by us, including any care instructions; or

fair wear and tear, any accident, or act of God.

4. Returns Process

Once you have contacted us about a faulty, damaged, incorrect or broken item, we will advise you to how to safely dispose of the item or where relevant, return it to us at our expense.

Except in the case of returns of Faulty Goods, original shipping charges are non-refundable and shipping charges for change of mind returns are your responsibility.

You acknowledge and agree that we will not be liable for missing deliveries of returned Goods. We encourage you to return your Goods via registered or traceable postal services as return parcels remain your responsibility until received by us. Returned items must be sent by a prepaid method of shipping.

5. Replacements and Exchanges

Please note that we may not be able to offer a replacement or exchange on some Goods if there is no longer stock available.

6. Refund Tender

Refunds

If you are entitled to a refund, your refund will be returned in the same manner as the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.

Please note that processing of refunds can take up to seven (7) business days to show on your account due to varying processing times between payment providers.

Store Credit

If you are to receive online store credit, the credits are applied to your account or through the issue of a coupon code once your return has been processed.
Please allow up to three (3) business days for store credit to be applied from the date on which we receive your items.

Store credits are valid for three (3) years before expiry.

You can check your store credit balance by logging on to your account. To use your store credits you will have the option in the checkout on the payment step.

7. Consumer Guarantees

This Policy is not intended to replace or exclude any rights available to you under the Australian Consumer Law.

If you believe an item purchased from us is faulty, you may have rights under Australian Consumer Law. Where there is a major failure with the item you may choose a refund, exchange or repair and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the item repaired or replaced if the item fails to be of acceptable quality and this failure does not amount to a major failure. Where an item is damaged through misuse, we cannot provide a refund, exchange or repair.

Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights,warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL, this policy and any terms and conditions specified on our Website.

8. Amendment

This Policy may be amended from time to time by us, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check our current Terms, before making any purchase. Our agents, employees and third parties do not have authority to change this Policy or our Terms.

9. Contact Us

If you have any enquiries regarding your return or our Returns Policy, you may contact our customer service team through email at [email protected]. You may also contact us via our Instagram and Facebook pages via the links as set out on our website.