Refund policy

Viking Records – Returns & Refunds Policy (UK‑Compliant)

At Viking Records, we want every customer to enjoy their music exactly as intended. We also follow all UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which set out your rights when buying goods online.

This policy explains how returns, refunds, and exchanges work, and clarifies what counts as a defect. This is especially important for vinyl records, where natural variations in the pressing process are normal.

1. Your Right to Cancel (Online Orders)

Under the Consumer Contracts Regulations 2013, customers may cancel their order for any reason within 14 days of receiving it.

  • You then have 14 days to return the item.
  • Items must be returned in the same condition you received them unopened in their cellophane.
  • Unsealed vinyl, CDs, and cassettes cannot be returned under the 14‑day cancellation right unless they are defective, as they fall under the category of sealed media that cannot be returned once opened.

We will refund the item price and the cost of standard delivery once the item is received and inspected.

2. Eligibility for Returns (General Policy)

You may return items within 30 days of receipt, provided they meet the following conditions:

  • Items must be unused and in their original packaging.
  • Vinyl records, CDs, and cassettes must remain sealed, unless defective.
  • Digital downloads are non‑refundable once delivered.
  • Box sets and special editions must include all original components.

3. Defective or Damaged Items

Under the Consumer Rights Act 2015, goods must be:

  • Of satisfactory quality,
  • Fit for purpose, and
  • As described.

If your item arrives damaged or defective, we will offer a replacement or full refund.

Important note on vinyl sound characteristics

Vinyl records are an analogue format and may naturally include:

  • Occasional light clicks or pops
  • Minor surface noise
  • Static caused by handling, inner sleeves, or storage

These characteristics are not considered defects under UK law unless they materially affect playback beyond what a reasonable consumer would expect from a new vinyl record. This aligns with the legal standard of “satisfactory quality,” which takes into account the nature of the product and reasonable expectations.

A record is considered defective if it has:

  • Repeating or loud clicks caused by pressing faults
  • Warping that affects playback
  • Non‑fill, stitching, or severe surface noise not typical of vinyl
  • Damage in transit
  • Incorrect or missing components

How to report a defect

  • Contact us within 7 days of delivery.
  • We may request audio/video evidence to help assess the issue.
  • You will need to return the item.
  • We cover return shipping for confirmed defects.

4. Return Process

To initiate any return:

  1. Email store@vikingrecords.co.uk with your order number and reason for return.
  2. We will review and authorise the return.
  3. Package the item securely using the original mailer and protective materials.
  4. Send the item back to us using the instructions provided.

5. Refunds

  • Refunds are issued once the returned item is received and inspected.
  • Processing may take up to 7 business days.
  • Original shipping costs are non‑refundable unless the item is defective or damaged.
  • If the item shows signs of use beyond what is necessary to inspect it, we may deduct an appropriate amount from the refund, as permitted by law.

6. Exchanges

If you would like to exchange an item, we’re happy to help.

  • Exchanges are available for items of equal or lesser value.
  • Sealed media must remain sealed unless defective.

7. Non‑Returnable Items

The following items cannot be returned unless defective:

  • Gift cards
  • Digital downloads
  • Opened vinyl records, CDs, and cassettes
  • Items sold as “final sale”

8. Our Commitment to Fairness

We aim to balance customer satisfaction with the realities of vinyl manufacturing. While minor surface noise or occasional pops are normal, we will always support customers where a genuine defect exists.

If you have any questions, please contact store@vikingrecords.co.uk because we’re here to help you enjoy your music.