Refund policy
Refunds & Returns Policy
Last updated: 15 August 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.
This does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, or not as described.
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
Please contact us as soon as possible, ideally within 48 hours of delivery, so we can lodge a claim with the carrier while the evidence is fresh. Contacting us later does not remove your rights under the Australian Consumer Law.
Email: hello@juicyrecords.com.au
Please include:
- your order number
- a description of the issue
- clear photos of the item and packaging
Where a fault is minor, we will repair, replace, or refund at our discretion.
Where a fault is major, for example a record that is unplayable, you may choose between a replacement and a refund.
3. Shipping Damage
If your order arrives damaged in transit, please contact us as soon as possible, ideally within 48 hours of delivery, and retain all packaging.
Photos of both the packaging and the record will help us resolve the issue quickly and support any claim we make with the carrier.
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 and do not amount to a major fault, they may not qualify for return or replacement. We assess these case by case, so please get in touch if you are unhappy with the condition of a record.
5. Sealed Records
Most records are supplied factory sealed by the manufacturer or distributor.
Opening a sealed record does not affect your rights under the Australian Consumer Law where the record is faulty, damaged, or not as described.
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 relate to equipment setup rather than a manufacturing defect.
If you believe a record is faulty, please contact us. We may ask for further information to help identify the cause.
7. Vinyl Manufacturing Variations
Vinyl records are manufactured physical products and may occasionally show 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 normal playback, they are generally not considered manufacturing faults. We assess these case by case.
If you believe a record is significantly warped or unplayable, please contact us. A short video showing the issue during playback helps us resolve it quickly, though it is not a requirement.
We recommend inspecting and playing your records soon after delivery.
8. Returns Process
Please contact us before returning any item so we can advise on the best way to proceed.
If a return is approved, we will provide instructions for returning the item.
Items should be returned:
- in their original condition
- with all inserts and packaging where possible
- securely packed to prevent damage in transit
9. Refund Processing
Approved refunds are issued to the original payment method.
Please allow 5 to 10 business days for refunds to appear once processed.
Where a return is due to a fault or an error on our part, we cover return postage and refund any original shipping charge.
10. Delivery Responsibility
Please ensure the delivery address provided at checkout is accurate.
All orders are sent with tracked delivery. If your order is marked as delivered but you have not received it, contact us and we will lodge an enquiry with the carrier and work with you to resolve it.
11. Customer Support
If you experience any issue with your order, please contact us first so we can resolve it quickly.
We are committed to resolving genuine issues with faulty, damaged, or incorrect items in accordance with the 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: