Refund policy
Refund Policy
Returns Window
You have 14 days after receiving your item to request a return.
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Return Eligibility
To be eligible for a return:
- Items must be unopened and unused
- Items must be in the same condition you received them
- Items must be in their original packaging
Opened physical media (including cassettes, vinyl, and CDs) is not eligible for return unless the item is defective or damaged.
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How to Initiate a Return
To start a return, please contact us at:
info@rocketotterrecords.com
Include your order number and a brief description of the issue.
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Return Shipping Costs
Customer Responsibility
Return shipping costs are the responsibility of the customer for:
- change of mind
- ordering the wrong item
- other non-fault reasons
Original shipping costs are non-refundable.
Our Responsibility (Damaged / Defective / Incorrect Items)
If your item is damaged, defective, or incorrect:
- We will provide a prepaid return shipping label
- Please contact us as soon as possible so we can resolve the issue
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Damages and Issues
Please inspect your order immediately upon delivery.
If your item is defective, damaged, or you received the wrong item, contact us at info@rocketotterrecords.com right away so we can evaluate the issue and make it right.
Resolution for verified issues:
- We will provide a prepaid return shipping label
- Replacement first: If the same item is available, we will typically replace it
- Refund if unavailable: If a replacement is not available, we will issue a full refund (including original shipping costs) once the returned item is received
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Non-Returnable Items
- Gift cards are non-returnable
- Opened physical media is non-returnable unless defective or damaged
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Exchanges
For non-damaged items, the fastest way to exchange is to:
- Return the original item following the return process
- Place a new order for the replacement item once the return is approved
Return shipping costs for exchanges follow the standard rules above.
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European Union 14-Day Right of Withdrawal
If your order is shipped to the European Union, you have the legal right to withdraw from the contract within 14 days of receiving your goods.
Conditions still apply:
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Items must be unopened, unused, and in original packaging
EU Return Shipping Costs
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Unless the return is due to damage, defect, or incorrect item, the customer is responsible for return shipping costs, as required by EU consumer law
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Refunds
Once we receive and inspect your return:
- We will notify you whether the refund is approved
- Approved refunds are issued to your original payment method
Please note:
- Original shipping costs are not refunded unless the return is due to our error
- Refunds may take up to 10 business days to appear, depending on your bank or card issuer
If more than 15 business days have passed since approval and you haven’t received your refund, contact us at info@rocketotterrecords.com