Refund policy
CAN I RETURN or EXCHANGE THIS RECORD I BOUGHT FROM YOU?
It depends.
We do not accept any returns on used vinyl. We do our best to partially play-test and accurately grade every used LP we sell in our shop and on this website, aside from some $1-$3 sale LPs. But please understand that we cannot listen to every second of every used record we process and that sometimes flaws can be hard to spot. Occasionally, some issues go unnoticed. The listening station in our shop is currently closed, but if you're purchasing used LPs in-person and have a concern about the condition of an item, please ask one of our staff for assistance prior to checking out.
For new items purchased in-store, you're welcome to return defective or severely damaged products within 14 days of purchase in exchange for a replacement (if we have one or can get one) or for store credit (and only for store credit). Similarly, we also accept in-person returns on new vinyl in exchange for store credit within 14 days of purchase, provided that your item is (1) still sealed / unopened, and (2) in the same condition it was in at the time of purchase - no corner dings or bends to the outer jacket of a record, no other signs of damage that weren't apparent when the item was bought. We require a receipt or other proof of purchase to process in-person returns and we do not give refunds in cash or back to credit / debit cards.
We may consider an in-person return on a new item with post-purchase cosmetic damage, though it will be subject to a restocking fee at our discretion. We will also consider buying back records purchased in our store that have been opened, but they will be treated as used items at that point and will not qualify for full credit.
For new items purchased at 10000HzRECORDS.COM, we only accept returns for products we determine to be defective or severely damaged, or for mis-shipped items, and only if we are notified of any issues within 14 days of delivery of your order. That means you've got two full weeks after your order arrives to make us aware of any problems, at which time we will work with you to determine (a) whether the item is returnable, exchangeable, or discountable, and (b) how to arrange for return shipping and/or replacement of your item. Please be aware that we may require the customer to pay for return shipping depending on the circumstances of the return.
There's more information about this below, but we do not accept returns for Record Store Day products for any reason, and sales of all products listed as "ON SALE" or "CLEARANCE" are final and not-returnable.
Vinyl is an inherently flawed format and this list is not exhaustive, but generally, new/sealed records that arrive with the following issues are returnable:
- a warp that causes a skip or skips
- audible marks or scratches
- mis-printed labels, or worse, mis-pressed music
- wrong LP in correct jacket, or two copies of same record in 2xLP (ex. 2 copies of sides A+B)
Depending on the nature of your issue, you may be asked to provide photo, video, or audio proof of any defects.
We do not accept returns on vinyl for the following reasons:
- "I don't like this album." Bandcamp, the larger streaming services, YouTube, and the wider internet are great resources for checking out music prior to buying a physical copy.
- "I don't like this pressing." We aren't the shop you buy from to test-drive different pressings.
- "I bought this album by mistake." Literally how? You selected the item, checked out via the website and received a confirmation email showing you what you were buying, then received a shipping notification and a follow-up email from us about your order. Sorry, no.
- "This record jacket has a minor corner ding." We try to be as generous as possible with regard to disclosing and discounting records that arrive in our shop with minor cosmetic damage, as you can tell by poking around our website. But shipping happens, and we have no control over how these boxes are handled after they leave our shop. If your item arrives with unexpected cosmetic damage, please let us know, but also please understand that minor corner damage is extremely common and we don't typically process returns for this reason.
- "This record jacket has a minor seam split." Please see "This record jacket has a minor corner ding."
- "This record is not 100% flat." A lot of records aren't. We do not accept returns on records with minor warps that aren't audible and that otherwise do not cause the record to skip.
- "I heard a crackle on this vinyl record." Again, vinyl is an inherently flawed format, and you may hear a light crackle or two even on some brand new records. This is entirely normal - yes, even on some audiophile pressings. Surface noise or other audible defects must be persistent or prolonged and video documentation must be provided to us for a return to be considered for this reason.
- "This color vinyl record looks slightly different than the color vinyl record in the pic on your website." It is entirely normal for color vinyl LPs to have some visual variation from record to record within the same pressing, or for them to appear slightly different from pressing to pressing of the same edition of an album. There are many factors that can contribute to these variations, we are not responsible for them, and we cannot process returns for minor color vinyl discrepancies.
- "I put this $40 record on my $40 suitcase turntable and it doesn't sound very good." We're not here to drag your turntable...if it got you interested in vinyl, that's a good thing. But please understand that many of the most affordable record players out there - the suitcase style ones, in particular - are notorious for having playback issues, especially with many modern 180g vinyl pressings. Even if you've got a nicer turntable, please consider that there are a multitude of other reasons a problem you're experiencing may actually be an issue with your turntable setup and not the record itself - the most common problems tend to be a result of an improperly balanced tonearm or the turntable being un-level or being on an un-sturdy surface.
We do allow for cancellations of entire orders or items within larger orders prior to shipping. However, we do typically ship same-day for orders placed before 2PMish on weekdays or before 11AMish on Saturdays, so please get in touch quickly if you need to cancel something.
If you place multiple online orders with the same shipping address within a short time-frame, we will typically combine and ship your orders together in one box and refund any extra shipping charges minus a $1 fee per additional transaction to cover processing costs.
If you're looking for more information about how we handle shipping, answers to most of your questions are in our shipping policies, probably.
We do not accept any returns on Record Store Day products and sales of RSD products are considered final once they have been shipped. Our distributors do not typically allow us to return these records even if they are defective or arrive in our store damaged. These are entirely one-way transactions. It is what it is, as they say. However, we will do our best to disclose any obvious cosmetic damage in the product profiles for these items for you to consider prior to purchasing.
To start a return, you can contact us at 10000hzonline@gmail.com. If your return is accepted, we’ll email you a return shipping label and instructions on how and where to send your items. If a replacement copy of your item is available, you may have the option of having us send a printed return ship label to you along with your replacement.
APPROVED REFUNDS WILL BE ISSUED IN STORE CREDIT ONLY.
We do not issue cash refunds and we do not refund money back to credit/debit cards for returns. We will notify you once we’ve received and inspected your return, and let you know if a credit was approved or not. If approved, you’ll receive a digital credit via email to the address attached to your order that you can use in-store and at 10000HzRECORDS.COM. Please keep in mind that these messages can sometimes end up in junk or spam folders.