Cancellation, Refund and Replacement Policy
Pledge Order Cancellation
A pledge can only be canceled while a project has not reached its goal. Once a project has reached its goal, we cannot accept any pledge cancellation requests.
Pre-order and Sell Order Cancellation
An order can only be canceled before it has been shipped. If your order has been dispatched for shipment, we cannot cancel it anymore.
Refund & Replacement
All sales are final, returns or exchanges are not accepted. If you receive a record that appears to have been damaged during shipping, please contact our support team immediately with an attached photo & video if possible.
After we've confirmed the loss or damage of your purchase, we will either issue a full refund of the price paid (including shipping costs) or send a replacement copy of your purchase (stock permitting). Claims past 90 days of dispatch will not be considered.
For claims regarding damaged goods for Make Only projects, be sure notify our support team within 24 hours of receipt of your records or cassettes and include an attached photo or video detailing the damage in question. Claims for Make Only projects are dealt with on a case-by-case basis and are at the sole discretion of Qrates and its production partners.
*The extension of Refund & Replacement is temporary and is subject to change without notice.
Damaged or Defective Items
Warping and/or minor cosmetic damage to a record will not be considered for return unless the warping causes skips and/or the record is not playable. Vinyl records will often come with minor warps or cosmetic imperfections caused during manufacturing which we can not be liable for.
Missing part/s of the record such as the vinyl, outer sleeve, and printed inner sleeve are eligible for refund or replacement consideration. However, plain paper inner sleeve, download card, overbag, and shrinkwrap will not be considered for refund or replacement.
Return to Sender
If your order is returned to sender, we can resend it to an address of your choosing. However, in these instances, you will be charged the cost of shipping from our shipping facility to your address.
Lost or Stolen Package
We will resend or refund the cost of the order once the maximum estimated delivery time has passed.
Estimated Shipping Delay from Qrates Storage UK:
Orders to the UK & Channel Islands: 2 weeks from the date of dispatch
Orders to Europe (excluding France & Italy): 4 weeks from the date of dispatch
Orders to France, Italy & Africa: 6 weeks from the date of dispatch
Orders to the rest of the world: 6 weeks from the date of dispatch
Estimated Shipping Delay from Qrates Storage US:
Orders to the US & Canada: 2 weeks from the date of dispatch
Orders to Europe (excluding France & Italy): 4 weeks from the date of dispatch
Orders to France, Italy & Africa: 6 weeks from the date of dispatch
Orders to the rest of the world: 6 weeks from the date of dispatch
