At STASH Records, we want you to be happy with every purchase. We take pride in our products and aim to resolve any problems fairly, promptly and with as little fuss as possible.
Our returns policy is designed to be straightforward while respecting your rights under Australian Consumer Law.
1. Change-of-Mind Returns
We understand that sometimes you may change your mind about a purchase.
While we do not offer refunds for change-of-mind purchases, we may, at our discretion, offer an exchange or store credit, subject to the following conditions:
- Items must be unused, unopened (where originally sealed) and in their original condition and packaging.
- Proof of purchase must be provided.
- Customers should contact us within 14 days of purchase or delivery.
- Return postage is the customer's responsibility.
No restocking fees apply to approved change-of-mind returns.
Change-of-mind returns are assessed on a case-by-case basis and are not guaranteed.
2. Faulty, Damaged or Incorrect Items
If your order arrives damaged, contains an incorrect item or you discover a fault, please contact STASH Records by email or through our website Contact Form.
We ask that customers notify us of any issues within 14 days of receiving their order, wherever possible, particularly for delivery damage, incorrect items or visible defects.
We understand that some faults may only become apparent after a record has been played. All claims will be assessed fairly and in accordance with Australian Consumer Law, and the 14-day notification period does not limit your statutory consumer rights.
Depending on the circumstances, an appropriate remedy may include a repair, replacement, refund or other resolution.
For a major failure, you may be entitled to choose a refund or replacement. For a minor problem, we may first arrange a repair or replacement within a reasonable time.
Where a return is required because of a genuine fault or an error on our part, we'll arrange or reimburse reasonable return postage.
3. Vinyl Records & Playback Issues
Vinyl records are physical products, and minor variations can sometimes occur during manufacturing.
Slight warping, minor surface movement or small cosmetic imperfections do not necessarily indicate a faulty record, particularly where they do not affect normal playback or the record's overall acceptable quality.
Playback issues such as skipping, distortion or excessive surface noise can sometimes be caused by turntable setup, tracking force or a worn stylus rather than the record itself.
If you're experiencing playback problems, please contact us with details of the issue and your turntable setup. Photos or a short video may help us investigate.
Where a record has a genuine fault, we'll provide an appropriate remedy in accordance with Australian Consumer Law.
4. Record Sleeves & Cosmetic Imperfections
We take care when handling and packaging our records, but minor sleeve imperfections can occasionally occur during manufacturing, storage or transport.
These may include small creases, corner wear, seam splits or minor label imperfections.
Whether an imperfection constitutes a fault depends on its nature, severity, the product's description and the condition a customer could reasonably expect.
If your record or sleeve arrives damaged, please contact us with photographs so we can assess the issue and arrange an appropriate resolution.
5. Customer Handling, Storage & Misuse
Vinyl records require appropriate handling and storage to maintain their condition and playback quality.
STASH Records is not responsible for damage caused by improper handling, storage, misuse or neglect after purchase.
Examples include:
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Heat & Sunlight: Warping or damage caused by exposure to direct sunlight, excessive heat or storage in hot environments, including vehicles.
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Improper Storage: Damage caused by stacking records incorrectly, excessive pressure or unsuitable storage conditions.
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Handling Damage: Scratches, fingerprints, broken records or damaged sleeves resulting from improper handling.
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Playback Equipment: Damage caused by worn or damaged styluses, incorrectly adjusted turntables or unsuitable playback equipment.
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Liquids & Other Damage: Damage caused by moisture, spills, cleaning chemicals or inappropriate cleaning methods.
Returns, refunds or exchanges are not available for damage caused by customer misuse, mishandling or improper storage, unless otherwise required under Australian Consumer Law.
This does not affect your rights in relation to genuine manufacturing defects or other failures to meet consumer guarantees.
6. Pre-Loved Vinyl & Condition Grading
All pre-loved vinyl records are sold with a condition grade reflecting their assessed condition.
Unlike new records, pre-loved vinyl may show signs of previous use, including surface marks, background noise, sleeve wear or other characteristics consistent with its advertised grade.
We aim to describe and grade our pre-loved records fairly and accurately.
If you believe a record has been incorrectly graded, contains an undisclosed fault or differs significantly from its description, please contact us.
We'll review the issue and, where appropriate, arrange an exchange, refund or another suitable resolution in accordance with Australian Consumer Law.
7. Special Orders & Pre-Orders
We accept special orders and pre-orders for selected titles.
If you wish to cancel a special order or pre-order, please contact us as soon as possible.
Cancellation requests will be considered based on the order's status and any commitments already made to suppliers.
Where a cancellation is accepted as a discretionary change of mind, we may offer an exchange or store credit rather than a refund.
Your rights under Australian Consumer Law remain unaffected, including where an item is faulty, incorrectly described or cannot be supplied within the timeframe required by law.
8. Gift Cards
Gift cards are not eligible for discretionary change-of-mind returns or exchanges.
This does not affect any rights or remedies available under Australian Consumer Law.
9. How to Request a Return
If you need assistance with a return, please contact us by email or through the Contact Us form on our website.
Please include:
- Your name and order number or proof of purchase.
- A brief description of the issue.
- Photographs or a short video, where relevant.
We'll review your request and advise you of the next steps.
Please contact us before posting an item back so we can provide appropriate return instructions.
10. Refunds & Return Postage
Where a refund is required or approved, we'll process it as promptly as reasonably possible, generally using the original payment method.
Your bank or payment provider may require additional time for the funds to appear.
For approved change-of-mind returns, customers are responsible for return postage.
Where goods fail to meet consumer guarantees or we have supplied an incorrect item, STASH Records will cover reasonable return postage where required.
11. Your Australian Consumer Law Rights
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Version 1.0, reviewed 4 November 2026.
