Faulty or Damaged Items
If your record arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:
- Your order number
- A clear description of the issue
- Photos and/or a short video showing the problem
If the item is confirmed to be faulty or damaged in transit, we will offer:
- A replacement copy (subject to availability), or
- A refund if a replacement is not available
Return postage will be covered by us only where a fault or error is confirmed.
Playback Issues
Vinyl is a physical format and minor imperfections can occur during manufacturing.
We consider a record faulty if it is:
- Unplayable
- Skips repeatedly on multiple turntables
- Has pressing defects that significantly affect playback
We do not consider the following to be faults:
- Light surface marks or hairlines that do not affect playback
- Slight warping that does not affect play
- Minor pops, clicks, or surface noise typical of vinyl
- Issues caused by incorrect setup, worn needles, or turntable calibration
Sleeve & Packaging
Sleeves and packaging may show minor handling or transit wear.
We do not accept returns or exchanges for:
- Small seam splits
- Minor corner dings
- Minor creasing or cosmetic sleeve wear
unless the damage is severe and clearly caused in transit.
Opened Records
- Sealed records may be returned within 14 days of delivery if unused and in resaleable condition.
- Opened or played records cannot be returned unless they are confirmed to be faulty.
Non-Returnable Items
We do not accept returns for:
- Buyer’s remorse or change of mind on opened items
- Items damaged after delivery
- Records played with faulty or worn equipment
How to Return an Item
Please do not return anything without contacting us first at warehouse@firerecords.com.
Unauthorised returns may be refused.
Returned items must be:
- Securely packaged
- Returned in the condition they were received
Please notify us of any missing or undelivered orders within 30 days of the expected delivery date. Claims made after this period may not be eligible for investigation or replacement, as carrier tracking and refund windows may have expired.