Terms & Conditions

At Stack Records, we strive for your satisfaction with every purchase. Please review these Terms & Conditions carefully before placing your order.

Returns and Refunds

We generally do not accept returns or offer refunds unless the item is faulty, defective, damaged, or if there was an error on our part. We aim to resolve any issues fairly and efficiently.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at hello@stackrecords.co.nz with your order number, details of the issue, and photos if possible. We will assist you in arranging a replacement or refund.

Order Errors

If we made an error with your order (e.g., wrong item sent), please notify us promptly. We will arrange to send the correct item or provide a refund at no extra cost to you.

Cancellations

Once an order has been processed and shipped, cancellations cannot be accepted. Please review your order carefully before completing your purchase.

Non-Returnable Items

Certain items cannot be returned or refunded, including gift cards and opened/unsealed vinyl records.

Conditions for Returns

To qualify for a return, items must be unused, in their original condition, and in the original packaging.

Return Process

To initiate a return:

1. Contact us within 3 days of receiving your order.
2. Provide your order number, item details, and reason for the return, including photos if applicable.
3. Once approved, we will provide instructions for returning the item.

Refund Process

Upon receiving and inspecting the returned item:

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

Exchanges

We only replace items if they are defective, damaged, or sent in error. Contact us for assistance with exchanges.

Gifts

If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the value of your return. If the gift wasn’t marked as such, the refund will go to the gift giver.

If a pre-order item is cancelled by the supplier or major changes occur (different edition, significant tracklist modifications), a full refund will be issued. Otherwise, pre-orders are non-refundable. We will provide updates on any delays or changes.

Shipping Costs for Returns

Customers are responsible for paying shipping costs when returning items. Shipping costs are non-refundable.

Lost or Damaged Packages

All orders are carefully packed to minimise damage in transit. Once the order is shipped and handed to the courier, the shipment becomes the responsibility of the carrier.

If your order arrives damaged or appears lost, contact us immediately. We will assist you in contacting the courier and help initiate a shipping claim where possible. Please retain all original packaging, as it may be required for claims.

Customs & Import Charges

International shipments are sent Delivery Duty Unpaid (DDU). Customs duties, VAT, and import taxes are not included in shipping costs and are the responsibility of the customer. These are determined by the destination country.

Stack Points — Loyalty Program Terms

Stack Points are our way of saying thanks for supporting Stack Records. By participating in our loyalty program, you agree to the following:

Earning Points
Points are earned on eligible purchases at a rate of 1 Stack Point per $1 spent. Points are only awarded on orders once they have been fulfilled. Shipping is excluded from point calculations.

Redeeming Points
Stack Points can be redeemed for discounts, with 100 points equaling $10 off your order. Points can be applied to eligible purchases only.

Pre-orders are excluded from point redemption. Points can only be used on items that are currently available for purchase in stock.

Expiry
Stack Points expire after 12 months of inactivity. Rewards (discounts issued) also expire after 12 months.

Refunds & Adjustments
If an order is refunded (fully or partially), any points earned from that purchase will be automatically deducted from your balance.

General
Stack Records reserves the right to modify or cancel the loyalty program at any time.

For any questions regarding these Terms & Conditions, Refunds, or Returns, please email us at hello@stackrecords.co.nz.