Skruffy Records Returns and Refunds Policy

1. Your Statutory Rights

Your statutory rights as a consumer are not affected by this policy. As a customer buying online from Skruffy Records, you are protected by UK consumer law including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This policy explains how these rights apply to purchases from skruffyrecords.com, as well as our own voluntary commitments where they go beyond the legal minimum.

2. Physical Products (Vinyl, CDs, Cassettes, Merchandise)

Your 14-Day Cancellation Right

For physical goods purchased online, you have the right to cancel your order within 14 calendar days of the day after you receive your goods, without giving any reason. This is your legal right under the Consumer Contracts Regulations 2013.

Once you notify us of your cancellation, you have a further 14 calendar days to return the goods to us. We will issue a full refund, including the standard delivery cost you paid, within 14 days of receiving the returned goods (or of receiving proof of return, if earlier).

Please note: the 14-day cancellation right is a right to cancel, not a right to use an item and return it. Goods must be returned in the condition in which they were received. If goods are returned damaged or in a worse condition than when received, we reserve the right to reduce your refund to account for that diminution in value.

Faulty, Damaged or Misdescribed Goods

If goods arrive damaged, are faulty, or are not as described, you have the following rights under the Consumer Rights Act 2015: the right to a full refund within 30 days of purchase; the right to repair or replacement after 30 days (if repair or replacement is not possible or fails, you are entitled to a partial or full refund); and the right to a final right to reject within six months (where a repair or replacement has been unsuccessful).

If your goods arrive damaged or faulty, please contact us within 30 days of receipt at website@skruffyrecords.com, providing your order number and, where possible, photographs of the damage. We will arrange a replacement or full refund at our cost, including return postage.

Return Postage

Where a return is due to our error or a fault with the goods, we will cover the cost of return postage. For change-of-mind returns (exercising your 14-day cancellation right), you are responsible for the cost of returning goods to us, unless we have agreed otherwise.

3. Digital Downloads

Digital downloads are governed by specific rules under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Once you have been provided with access to a digital download and you confirmed before purchase that you understood your cancellation right would be lost upon download beginning, we are not required to offer a refund. This is in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

We will always make clear at the point of purchase that downloading the content means you lose your right to cancel. We will seek your express acknowledgement of this before completing the transaction.

Technical issues: if you experience a genuine technical problem with your download—for example, a corrupted file, incomplete download or a format that does not function as described—this is covered by the Consumer Rights Act 2015, which gives you the right to a repair, replacement or refund for digital content that is not of satisfactory quality, not fit for purpose or not as described. Please contact us and we will resolve the issue promptly.

4. International Orders

We ship physical products to most countries worldwide. The same cancellation and returns rights described above apply to international orders where you are purchasing as a consumer. However, please note:

Return postage costs for international change-of-mind returns are the customer’s responsibility. We strongly recommend using a tracked postal service, as we cannot accept responsibility for returned goods lost in transit.

Import duties, tariffs and local taxes: customers outside the UK may be required to pay import duties or taxes when their order arrives. These charges are outside our control and are not included in our prices or delivery charges. Please refer to our Terms and Conditions and the delivery information at checkout for further details. We cannot refund import duties or taxes paid to a foreign authority.

5. How to Request a Return or Refund (RMA Process)

Step 1: Complete the order cancellation form below, stating your order number, the item(s) you wish to return, and the reason for your return (e.g. change of mind, faulty goods, incorrect item received).

Step 2: We will respond within 14 working days with a Return Merchandise Authorisation (RMA) number and return instructions. Please do not return goods without first obtaining an RMA number, as this may delay your refund.

Step 3: Pack the item securely in its original packaging where possible. Clearly write your RMA number on the outside of the package and send it to the returns address provided.

Step 4: Once we receive and inspect the returned goods, we will process your refund within 14 calendar days to your original payment method. You will receive an email confirmation when your refund has been processed. Please allow your bank or card issuer their own processing time for the funds to appear in your account.

6. Cancellation Form

To exercise your right to cancel, please complete and submit the following form: