Refund policy
Quality matters most to us, and we do everything we can to ensure you have a great experience with 12on12.
Please note that we do not accept returns of our vinyl records.
When there are issues affecting sound quality or playback, including:
- Scratches or scuffs that cause your needle to skip
- Excessive noise, whooshes, or pops
- Significant warpage
- Locked grooves that prevent the needle from advancing beyond a certain point
We will prioritise these issues and send replacements where necessary and while stocks are available. It is important to note that some of these issues are normal and not considered to be damaged. By emailing us, we can help you determine what's normal and what's not.
Cosmetic issues, including the following, are not generally accepted as returns:
- Seam splits (on the jackets or internal sleeves)
- Dinged or bent corners
- Miscellaneous print defects and other imperfections
Your vinyl can arrive with minor cosmetic damages; we generally won't send replacements for these unless they are severe.
On sales of our fine art pieces, any orders cancelled will be subject to a 20% administration fee.
There is a 30-day return policy for all non-vinyl record products, which means you can return your item within 30 days of receiving it.
In order to return an item, it must be unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.
To start a return, you can contact us at info@12on12.com.
You will receive a return shipping label and instructions on how and where to send your package if your return is accepted.
We will not accept items returned without first requesting a return.
You can always contact us for any returns questions at info@12on12.com.
Damages and issues
You must inspect your order upon delivery and contact us immediately if the item is defective or damaged or if the wrong item is delivered so we can resolve the issue.
Exchanges
To ensure you get what you want, return the item you have and then make a separate purchase for the new item once the return has been accepted.
European Union 14 day cooling off period (non vinyl record products)
Despite the above, if the merchandise is being shipped into the European Union, you are entitled to cancel or return your order within 14 days for any reason. The item must be in the same condition as when you received it, unworn or unused, with tags, and in its original packaging. A receipt or proof of purchase is also required.
Refunds
Returned items must be shipped at the customer's expense and arranged by the customer. International returns must be sent DDP (Delivery Duty Paid). Once we have received and inspected your return, we will notify you if the refund was approved. Your original payment method will automatically be refunded within 10 business days if approved. It can take some time for your bank or credit card company to process and post the refund.
If it has been more than 15 business days since we approved your return, please get in touch with us at info@12on12.com.
