Refund policy
At 12on12, quality matters to us, and we do everything we can to ensure you have a great experience with our products.
Vinyl Records
Due to the collectible nature of our vinyl releases, we do not accept returns of vinyl records simply because a customer changes their mind, except where such rights are required by applicable consumer protection laws.
Opened or played vinyl records are not eligible for return unless they are faulty, damaged, misdescribed, or the customer is otherwise entitled to a remedy under applicable law.
Nothing in this policy affects your statutory rights in relation to goods that are faulty, damaged, misdescribed, or otherwise fail to conform to the contract.
If you experience issues affecting sound quality or playback, including:
- Scratches or scuffs that cause the needle to skip
- Excessive surface noise, whooshing, or popping beyond normal manufacturing tolerances
- Significant warping affecting playback
- Locked grooves that prevent normal playback
please contact us at info@12on12.com.
Customers may be asked to provide photographs or video evidence of the issue before a replacement, refund, or other remedy is authorised.
Where a manufacturing defect is confirmed, we will provide an appropriate remedy, which may include a replacement, refund, or repair, subject to stock availability and applicable consumer protection laws.
Please note that certain characteristics are considered normal within the vinyl manufacturing process and do not necessarily constitute defects. If you are unsure whether an issue is a manufacturing defect, please contact us and we will be happy to assist.
Cosmetic Imperfections
Minor cosmetic imperfections that do not affect the functionality or intended use of a product are generally not considered defects.
Examples may include:
- Seam splits on outer jackets or inner sleeves
- Minor corner wear, dents, or bends
- Minor print or packaging imperfections
While we take great care in packaging and fulfilment, vinyl records and their packaging may occasionally arrive with minor cosmetic imperfections. Replacements or refunds will generally only be offered where the damage is substantial or materially affects the value or intended use of the product.
Fine Art Sales
All sales of original artwork, limited-edition artwork, and fine art products are final unless the item is faulty, damaged, misdescribed, or the customer is otherwise entitled to a remedy under applicable law.
Where a fine art item has been commissioned, customised, framed, printed to order, or otherwise produced specifically for a customer, cancellation may not be possible once production has commenced. Where cancellation is permitted, 12on12 reserves the right to deduct reasonable costs already incurred, as permitted by applicable law.
Other Non-Vinyl Products
We offer a 30-day return policy for non-vinyl products.
To be eligible for a return, the item must:
- Be returned within 30 days of delivery
- Be unused and in its original condition
- Include any original tags, packaging, and accessories
- Be accompanied by proof of purchase
To request a return, please contact info@12on12.com.
If your return is approved, we will provide instructions on how and where to send your item. Items returned without prior authorisation may not be accepted.
Damaged, Faulty or Incorrect Items
Please inspect your order upon receipt and contact us as soon as possible if:
- The item is defective or damaged
- You receive the wrong item
- The item does not match its description
Where a product is confirmed to be faulty, damaged, misdescribed, or supplied in error, we will provide an appropriate remedy in accordance with applicable consumer protection laws, which may include repair, replacement, refund, price reduction, or reimbursement of reasonable return shipping costs.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please return the original item (where eligible) and place a new order separately.
European Union Right of Withdrawal
If your order is shipped to a member state of the European Union, you may have the right to cancel your purchase within 14 days of receiving your order, in accordance with applicable EU consumer protection laws.
To exercise this right, the item must be returned in the same condition in which it was received, unused, and in its original packaging, together with proof of purchase.
Customers may exercise their right of withdrawal by using the "Withdraw from Contract" link available on the of our website, by submitting a request directly through our self-serve portal, or by contacting us at info@12on12.com.
Upon receipt of a withdrawal request, we will send confirmation by email.
This right applies only to customers whose orders are shipped to member states of the European Union and does not affect any other statutory rights that may apply under local law.
Refunds
Unless the item is faulty, damaged, misdescribed, supplied in error, or otherwise covered by applicable consumer protection laws, customers are responsible for arranging and paying for return shipping costs.
For international returns, packages must be sent using Delivery Duty Paid (DDP) terms where applicable.
Once a returned item has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method within 10 business days. Processing times may vary depending on your payment provider.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@12on12.com.
Statutory Rights
Nothing in this Returns & Refunds Policy limits or excludes any rights that consumers may have under applicable consumer protection laws. Customers may be entitled to repair, replacement, refund, price reduction, or other remedies where products are faulty, damaged, misdescribed, or otherwise fail to conform to the contract.
