Return & Cancellation Policy
Custom Pressed Vinyl - Important information about your bespoke order
Bespoke Custom Goods
All vinyl records we manufacture to your supplied masters and/or artwork are produced to your specification and are treated as bespoke or personalised goods for the purposes of UK and EU consumer law.
These goods are exempt from the usual 14-day 'cooling-off' cancellation period for distance and online sales.
No Returns After Proof Approval
Before production, we will provide proofs (for example: digital audio, test pressings, and/or artwork/print proofs). Once you have approved these proofs, you confirm that all details are correct and you expressly request that we proceed to manufacture your bespoke records.
From the moment you approve your proofs and we start production, you no longer have a right to cancel the contract simply because you change your mind, nor to return the goods for a refund for reasons such as:
- Change of mind or design
- Errors in audio, track list, credits or artwork that were present and could be checked at proof stage
- Dissatisfaction with aesthetic preferences (for example, colour tone, minor label alignment, or other variations within normal manufacturing tolerances)
Your Statutory Rights for Faulty or Not-as-Described Goods
Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015 or the EU Consumer Rights Directive and national implementing laws.
If your records are faulty or not as described, you may be entitled to a repair, replacement, price reduction, or refund under those laws. An item may be considered faulty or not as described where, for example:
- The records are seriously warped, cracked, or otherwise unplayable beyond normal pressing tolerances
- The audio content does not match the approved master (for example, incorrect tracks or sides)
- The print or packaging is materially incorrect compared with the approved artwork (for example, wrong release, wrong artwork or major print defects)
What Is Not Considered a Defect
Due to the nature of vinyl manufacturing, certain minor variations are normal and are not considered defects, including:
- • Occasional low-level surface noise
- • Slight cosmetic marks or small label centring variances within accepted tolerances
- • Minor colour, marbling, or weight variation within the chosen specification
These characteristics do not on their own give rise to a right to reject the goods or demand a refund.
Reporting a Defect & Returns Procedure
If you believe your order is faulty or not as described:
- Contact us in writing within 7-14 days of delivery with your order number and a description of the issue
- Provide clear photos, videos and/or audio clips to help us assess the problem, including packaging and labels
- We may request that you return a sample of the affected records for inspection. Where a defect is confirmed, we will bear reasonable return shipping costs in accordance with applicable law
Once we have assessed your evidence and/or inspected returned samples:
- • If the goods are confirmed faulty or not as described, we will offer a repair, replacement pressing or refund, taking into account what is proportionate and your statutory rights
- • Refunds (where agreed) will be processed to your original payment method within 14 days of our confirmation or receipt of returned items
Information Provided Pre-Contract
For consumer orders placed online or at a distance, we will clearly inform you before you place your order that:
- • Your records are bespoke/personalised goods
- • You do not have the usual 14-day cooling-off right to cancel after proof approval and the start of production
- • Your statutory rights in relation to faulty or not-as-described goods remain fully protected under UK and EU consumer law