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.

Stack Monthly Terms

Overview
Stack Monthly is our curated vinyl subscription. Each month you get one record we've hand-picked, plus editorial notes and member perks. Subscribing means you agree to these terms.

Billing
You're billed every 30 days from your sign-up date, on a rolling basis until you cancel. Prices are in NZD, include GST unless stated otherwise, and shipping is calculated separately at checkout.

How the Monthly Pick Works
Your billing runs on your own 30-day cycle, but the record follows a shared monthly schedule — we reveal each month's pick on the 1st, with notes on why we chose it.

Each month includes:
One record we've selected (limited stock) — or $70 credit if it's not for you
A printed listening guide
24-hour early access to new arrivals
Extra bits and pieces
Stack Points on your payment, as usual

We choose each pick based on what's available at the time. If a title becomes unavailable after we've announced it, we may substitute something of equal or greater value, or offer credit instead. This doesn't apply to your first record.

Skip or Opt Out
Before you're billed: Skip the upcoming month anytime before your billing date. No charge, no record, and your membership stays active going forward.
After you're billed: You can still opt out before the dispatch cut-off (usually the 3rd of the month). You won't get that month's record, but we'll add $70 Stack Credit to your account, regardless of your tier.

Stack Credit
Usable across the store
Never expires
No cash value, can't be transferred or cashed out
Doesn't earn Stack Points when spent (same as gift vouchers)
Stack Credit is separate from Stack Points, which are earned on purchases and expire after 12 months.

Shipping
Orders ship tracked, typically between the 15th–17th of each month. Delays from couriers, customs, or suppliers can happen — we're not liable for these, but we'll notify you if they occur.

Cancelling
Cancel anytime through your account. Cancel before your next billing date and you won't be charged again. If you've already been billed, you'll still get that month's record unless you opt out in time — cancellation applies from the next cycle onward.

Founding & Early Bird Pricing
Your locked-in rate holds for as long as your subscription stays active without a break. Cancelling means losing that rate — rejoining later is at the standard price then in effect.

Fair Use
We reserve the right to limit, pause, or cancel a membership if we reasonably believe the skip, opt-out, or credit system is being abused (e.g. repeated opt-outs just to bank credit without genuine participation).

Other Perks
We may offer extras like early access, member-only deals, or exclusive releases. These are provided at our discretion and can be changed or withdrawn at any time.

Refunds
Subscription charges are non-refundable. Use the skip or opt-out options above instead.

Payment Issues
If a payment fails, we'll retry and try to notify you. Repeated failures may lead to your membership being paused or cancelled until it's resolved.

Changes to These Terms
We can update pricing, tiers, benefits, credit values, points, or these terms at any time. If a change materially affects you (like a price rise on your current tier), we'll give at least 14 days' email notice before it takes effect. Staying subscribed after that means you accept the change. This doesn't affect your Founding/Early Bird rate as described above.

Eligibility
You must be 18 or older to subscribe.

Agreement
Subscribing confirms you've read, understood, and agree to these terms.