Refund policy
RETURN & REFUND POLICY
Because we sell used and collectible records, we generally do not accept returns or refunds for change of mind, except where required by applicable law.
IMPORTANT — PLEASE CONTACT US BEFORE ANY RETURN
If you have any issue with your order or would like to request a return or refund, please contact us first at:
facerecordsnyc@gmail.com
Please do not send any item back before contacting us and receiving return instructions.
Unsolicited returns may not be accepted.
This requirement does not limit any rights that cannot legally be excluded.
DAMAGED, INCORRECT, OR MISDESCRIBED ITEMS
Please inspect your order after delivery.
If an item arrives damaged, you receive the wrong item, or the condition is significantly different from its description, please contact us promptly at facerecordsnyc@gmail.com, ideally within 10 days of delivery.
Please include:
• Your order number
• A description of the issue
• Clear photos of the item and packaging, when applicable
The 10-day request above does not limit any rights that cannot legally be excluded.
Please do not return an item without contacting us first.
RETURN INSTRUCTIONS
If a return is approved or required under applicable law, we will provide the return address and detailed return instructions by email.
Please do not send returns to our retail store unless specifically instructed to do so.
RETURN SHIPPING
If an approved return is the result of shipping damage, an incorrect item, or a material error in our description, we will cover reasonable return shipping costs where required.
For returns made under a statutory change-of-mind or withdrawal right, the customer is responsible for the direct cost of returning the item unless otherwise required by applicable law.
EU AND UK CUSTOMERS
Customers in the European Union and United Kingdom may have a statutory right to cancel an eligible online purchase within 14 days of receiving the order.
To exercise this right, please contact us first at:
facerecordsnyc@gmail.com
Please do not return the item until you have contacted us and received return instructions.
Where applicable, the item must then be returned within 14 days after you notify us of your decision to cancel.
For sealed audio recordings, including new sealed vinyl records, the statutory right to cancel may cease once the item has been unsealed after delivery, where permitted by applicable law.
Unless otherwise required by applicable law, customers exercising a statutory withdrawal right are responsible for the direct cost of returning the item.
Where required by applicable law, we will refund the cost of our least expensive standard outbound delivery method.
Additional costs resulting from a more expensive delivery option selected by the customer may not be refundable.
This section does not limit your rights if an item is faulty, damaged, incorrect, or materially misdescribed.
CONDITION OF RETURNED ITEMS
Returned items should be kept in the condition in which they were received, except for handling that is reasonably necessary and permitted by applicable law.
New sealed records should remain sealed if the return is based solely on a statutory change-of-mind or withdrawal right.
Because many of our records are unique or one-of-a-kind, a replacement copy may not be available. In such cases, an approved refund may be issued instead of an exchange.
REFUNDS
We will notify you after we receive and inspect the returned item.
Approved refunds will be issued to the original payment method.
Refunds will be processed within the timeframe required by applicable law. Your bank or credit card company may require additional time for the refund to appear in your account.
For statutory EU or UK withdrawals, we may withhold the refund until we have received the returned goods or evidence that they have been sent back, where permitted by applicable law.
Original shipping charges are generally non-refundable unless the item arrived damaged, we sent the wrong item, our description was materially inaccurate, or applicable law requires the shipping charge to be refunded.
Any refund of duties, taxes, customs charges, or similar amounts on international orders will be handled in accordance with applicable law and the Shopify Managed Markets / Global-e process.
QUESTIONS
For any questions, problems with an order, return requests, or refund requests, please contact us first at:
facerecordsnyc@gmail.com
This policy does not limit any rights that cannot legally be excluded.