Refund policy
Refunds & Returns Policy
Last updated: 5 March 2026
At Juicy Records we carefully inspect and pack every order using purpose-built LP mailers to help ensure records arrive in excellent condition.
Because vinyl records are delicate physical products, our returns policy is designed to balance customer service with the realities of shipping records.
This policy operates in accordance with the Australian Consumer Law (ACL).
1. Change of Mind
We do not offer refunds or returns for change of mind.
This includes situations where:
• you ordered the wrong item
• you no longer want the item
• you found the item cheaper elsewhere
• you changed your mind after purchase
Please choose carefully before completing your order.
2. Faulty, Damaged or Incorrect Items
Under Australian Consumer Law, you are entitled to a remedy if a product:
• arrives damaged
• is faulty or defective
• is significantly different from its description
• is not the item you ordered
If this occurs, please contact us within 48 hrs of delivery at:
Please include:
• your order number
• a description of the issue
• clear photos of the item and packaging
Where a fault is confirmed, we will offer one of the following remedies:
• replacement copy (subject to stock availability)
• store credit
• refund
3. Shipping Damage
If your order arrives damaged during transit, please contact us within 48 hours of delivery and retain all packaging.
Photos of both the packaging and the record will assist us in resolving the issue quickly.
4. Minor Sleeve Damage
Record sleeves are made from cardboard and can occasionally develop minor cosmetic imperfections during manufacturing or shipping.
Examples may include:
• small corner dings
• minor seam splits
• slight sleeve creasing
Where these do not affect the playability of the record or represent a major fault, they may not qualify for return or replacement.
5. Sealed Records
Most records are supplied factory sealed by the manufacturer or distributor.
Once a sealed record has been opened, it may not be eligible for return unless the item is confirmed to be faulty under Australian Consumer Law.
6. Vinyl Playback
Vinyl records are an analogue format and playback performance can vary depending on turntable setup, stylus condition and equipment calibration.
Issues such as:
• skipping
• distortion
• surface noise
may sometimes be related to equipment setup rather than a manufacturing defect.
If you believe a record is faulty, please contact us and we may request further information before approving a return.
7. Vinyl Manufacturing Variations
Vinyl records are manufactured physical products and may occasionally exhibit minor variations that do not affect normal playback.
Examples can include:
• slight edge warps or dish warps
• small cosmetic marks from the pressing process
• minor surface noise typical of vinyl records
Where these variations do not affect the normal playback of the record, they are generally not considered manufacturing faults.
If you believe a record is significantly warped or unplayable, please contact us within 7 days of delivery and provide clear video showing the issue during playback.
Records should be inspected and tested soon after delivery.
8. Returns Process
Please do not return items without contacting us first.
If a return is approved, we will provide instructions for returning the item.
Items must be returned:
• in their original condition
• with all inserts and packaging where possible
• securely packed to prevent damage in transit
Unauthorised returns may not be accepted.
9. Refund Processing
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for refunds to appear once processed.
Shipping costs are generally non-refundable, unless the return is due to a fault or an error on our part.
10. Delivery Responsibility
Customers are responsible for ensuring the delivery address provided at checkout is accurate and secure.
Orders are shipped using tracked delivery services. Once a parcel is marked as delivered by the carrier’s tracking system, responsibility for the parcel transfers to the customer.
Juicy Records is not responsible for parcels that are lost or stolen after confirmed delivery.
If you believe your parcel has been lost or stolen after delivery, please contact the shipping carrier directly.
11. Customer Support
If you experience any issue with your order, please contact us first so we can resolve the problem quickly.
We are committed to resolving genuine issues with faulty, damaged or incorrect items in accordance with Australian Consumer Law.
Opening a payment dispute before contacting us may delay resolution, as the order will then be handled through the payment provider’s dispute process.
Contact
For returns or refund enquiries please contact: