Returns & Refunds Policy

Your right to cancel

As a UK consumer buying online, you have a legal right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013. To cancel, just email us at hello@steelvalleyrecords.shop with your order number.

Once you've told us you want to cancel, you have a further 14 days to send the item(s) back to us. Items should be returned unused and in the same condition you received them — for sealed records and CDs, that means with the shrink-wrap or seal intact wherever possible, since a record that's been played can't really be "unused" again.

Faulty or damaged items

If something arrives faulty, damaged in transit, or not as described — for example a warped record, a cracked CD case from shipping, or the wrong release entirely — that's on us. Email us with your order number and a photo if possible, and we'll arrange a replacement (if we have one) or a full refund, including return postage. This is covered by your rights under the Consumer Rights Act 2015 and isn't affected by the 14-day window above.

Who pays for return postage

For a simple change-of-mind return, return postage is your responsibility unless we agree otherwise. For faulty, damaged, or mis-described items, we cover the return postage cost.

How refunds work

Once we've received and checked the returned item, we'll refund you to your original payment method within 14 days. Original shipping costs are refunded too, unless you only returned part of a larger order.

Steel Shards, gift cards & discount codes

If an order redeemed Steel Shards, a gift card, or a discount code, a refund is issued for the amount actually paid. Any Steel Shards spent on a refunded order are restored to your balance; gift card balances used are similarly credited back to the original gift card.

Preorders & backorders

Preorders and backordered items can be cancelled for a full refund any time before they ship, since nothing has been dispatched yet. Once an item ships, the standard return terms above apply.