Returns and Refunds Overview

At Stack Records, we want you to be happy with every order. Because vinyl records are physical items that can be fragile during shipping, we generally do not accept returns or offer refunds unless the item is faulty, defective, or there was an error on our part.

Faulty, Damaged or Incorrect Items

If you receive an item that is:
• Damaged in transit
• Defective
• Not the item you ordered (item must remain sealed)

Please contact us as soon as possible at hello@stackrecords.co.nz with:

• Your order number
• A description of the issue
• Photos clearly showing the problem

We will review the issue and assist with a replacement or refund where appropriate.

How to Return an Item

To initiate a return:

Contact us at hello@stackrecords.co.nz within 3 days of receiving your order.

Provide your order number, item details, and reason for the return, including photos if applicable.

If your return is approved, we will provide instructions for returning the item.

Unless the return is due to our error, customers are responsible for return shipping costs.

Items must be returned unused, sealed, and in their original packaging.

Refunds

Once we receive and inspect the returned item:

• We will confirm whether your refund is approved.
• If approved, refunds will be issued to the original payment method.
• Original shipping costs are non-refundable.

Order Errors

If we sent the wrong item, please contact us immediately. We will arrange to send the correct item or issue a refund at no extra cost to you.

Pre-Orders

Pre-order payments are taken at the time of purchase. Estimated release dates may change due to manufacturing or supply delays.

If a pre-order is cancelled by the supplier, you will receive a full refund. Otherwise, pre-orders are non-refundable.

Non-Returnable Items

• Gift cards cannot be returned or refunded.
• Change-of-mind returns are not accepted.
• Opened or unsealed vinyl records cannot be returned.

Minor Sleeve Wear

Minor corner dings, seam splits, or cosmetic sleeve wear that may occur during shipping are sometimes unavoidable with vinyl records and may not qualify as a defect. We carefully pack all orders to minimise this risk.

Lost or Damaged Shipments

Once an order has been shipped, it is the responsibility of the courier. We are not liable for items lost or damaged in transit, but please contact us if this occurs and we will do our best to assist with a claim or resolution.

Customs & Import Charges (International Orders)

International orders are shipped Delivery Duty Unpaid (DDU). Any customs duties, VAT, or import taxes are the responsibility of the customer and are determined by the destination country.