Refund policy

1. Our Commitment

At Mystery Vinyl Co., every pack is hand-curated and quality-checked before it leaves us. Because our products feature a mystery element and consist predominantly of vintage or pre-owned vinyl, our policy is designed to be fair to both the collector and the curator, while fully respecting your statutory consumer rights under UK law.

2. "Change of Mind" Returns

Under the UK Consumer Contracts Regulations, you have the right to cancel your order and request a refund within 14 days of delivery.

Conditions for Return:

• The Complete Pack: The pack must be returned in its entirety, in the exact condition it was received. Individual records, inserts, or items cannot be returned separately.

• Sealed Condition: To be eligible for a change-of-mind return, the outer mystery packaging/seal must remain unbroken and unopened.

• Merchandise: Any included merchandise (T-shirts, totes, caps, etc.) must be unworn, unused, and in its original packaging.

Exclusions:

• Personal Taste: Returns cannot be accepted based on personal musical taste, genre preferences, or receiving an album you already own. Because no genre specifications or preferences are requested or provided at checkout, the service being purchased is a completely blind mystery and discovery experience.

• This does not affect your statutory rights regarding faulty or misdescribed goods.

Return Shipping:

• Return shipping costs for "change of mind" returns are the responsibility of the customer.

• We strongly recommend using a tracked shipping service. Mystery Vinyl Co. cannot accept liability for items lost or damaged in transit back to us.

Refund Timeline:

• Once your return is received, inspected, and approved, your refund will be processed back to your original payment method within 5 business days.

3. Condition & Grading Standard

The majority of our records are pre-owned. We grade all vinyl strictly to the Goldmine Standard.

• The Vinyl: Every record is individually inspected and play-tested to ensure it meets a grade of VG+ (Very Good Plus) or above.

• The Sleeves: As vintage items, sleeves may show light signs of age or minor shelf wear. This is a natural characteristic of vintage vinyl and is not considered a defect.

• Exceptions: In rare instances, a highly collectable or rare pressing may be included with a lower-graded sleeve if the vinyl itself is in exceptional condition. This will always be explicitly noted in the pack.

4. Faulty or Damaged Items

If a record arrives in a condition materially different from its stated grade (e.g., severe warping, continuous skipping, or major transit damage), we will make it right under the Consumer Rights Act 2015.

Our Process:

1. Contact Us: Email us with a brief description of the issue. To help us resolve it quickly and assist our quality control team, we may ask for a short video demonstrating the fault.

2. The Remedy: We will offer a replacement for the specific faulty record or a partial refund for that individual item.

3. Shipping Coverage: Where a fault is verified, we will provide a pre-paid return shipping label or reimburse standard return shipping costs. Please do not post items back via premium courier services without our prior written agreement.

5. Golden Ticket Insertions

Occasionally, a high-value or historically significant record is inserted into a pack as a "Golden Ticket"—a promotional bonus for lucky customers.

• Golden Ticket records are promotional gifts, have no cash alternative, and are not exchangeable or replaceable.

• They are not guaranteed and are included entirely at our discretion.

• In the highly unlikely event that a Golden Ticket item is lost or damaged in transit, a high-tier replacement from our current stock may be offered entirely at our discretion.

6. How to Contact Us

To initiate a return or report a fault, please email us at info@themysteryvinylco.com with your order number and a brief description of the issue. We aim to respond to all inquiries within 2 hours.