Skip to content
Home » Refund and Return Policy

Refund and Return Policy

We want you to love your record collection! Please review our return, refund, and warranty policies below. For any questions, complaints, or to initiate a return, please contact us at hello@mrvinyl.co.za.

1. Stock Availability & Order Cancellations

  • Out of Stock Items: The provision of goods and services on this website is subject to availability. If an item you ordered is unavailable, we will issue a full refund within 7 days.

  • Cancellations by Mr Vinyl: We reserve the right to cancel an order for which payment has already been received. This typically only occurs if stock is insufficient or if the quality of the item does not meet our strict standards upon final inspection. If we cancel your order, you will receive a full refund with no deductions.

2. New Vinyl Records

While manufacturing defects on brand-new vinyl are uncommon, they do occasionally happen. If you believe your new record is faulty, please contact us within 7 days of purchase, but please note first:

Playback & Turntable Compatibility

Historically, we find that the vast majority of skipping issues on new records are related to playback equipment rather than a defect in the vinyl itself.

  • The Issue: Many mass-produced, plastic-mould, or “suitcase-style” turntables with built-in speakers (such as Crosley, ION, and Volkano) lack adjustable counterweights and may have tracking issues. Their tonearms often struggle to track dynamic passages—particularly bass-heavy segments—causing the stylus to jump and the record to skip.

  • Our Policy: If your record is skipping on one of these systems, we require that you first test the record on a standard turntable with an adjustable counterweight (that is not one of the brands above), or bring it into our store for testing before we can determine if it is faulty.

Warped Vinyl

Due to the nature of the vinyl manufacturing process, minor warping can occur from time to time and is considered normal.

  • Minor Warps: Cosmetic warps that do not affect audio playback are not considered a substantial fault and do not qualify for a replacement.

  • Severe Warps: If you believe a warp is severe enough to affect playback, please send us a short video of the record playing so we can advise further. If a severe warp is confirmed, Mr Vinyl will arrange to collect the record. Depending on the severity, we will either professionally flatten it using our Orb Vinyl Record Flatteners or replace it.

How New Vinyl Returns Work

  1. Assessment: When you contact us, we may request details, photos, or a quick video of the record playing to help us diagnose the issue.

  2. Resolution: If the record is found to be faulty, we will issue a replacement or a store credit.

  3. Shipping: Mr Vinyl covers the return courier costs for faulty records. We will book a collection on a day you are available. We kindly ask that you securely package the record in its original shipping materials or wrap it safely in bubble wrap to protect it during transit.

3. Gifts & Unwanted Items (Change of Mind Exchanges)

Received a duplicate record or an unwanted gift? We are happy to exchange it for something else or issue a store credit, subject to the following conditions:

  • Condition: The item must be completely unopened, factory-sealed, and in pristine, resaleable condition. We cannot exchange any record where the shrinkwrap or seal has been broken or tampered with.

  • Timeframe: Please contact us or bring the item into the store within 14 days of the original purchase.

  • Shipping Costs: For unwanted gifts or exchanges, the customer is responsible for all return shipping costs to get the record back to Mr Vinyl, as well as the courier fees for the replacement item. Alternatively, you can drop it off at our store for a direct swap at no extra cost.

4. Used / Second-Hand Vinyl

  • “As-Is” Nature: Used records are sold “as is.” Because they are pre-owned, they may contain minor surface marks, scratches, or blemishes that can occasionally affect playback.

  • Our Grading Promise: We grade all second-hand records to the best of our abilities according to our Grading Guide. While we strive for accuracy, subjective grading means minor discrepancies can happen.

  • Our Policy: If you are unhappy with a used record because its physical condition or playback does not reasonably live up to the grade we assigned it, please contact us. If we agree the grading was inaccurate, we will issue a full refund.

5. Hi-Fi Equipment (Turntables, Amplifiers, & Speakers)

  • Warranty Period: All brand-new turntables and Hi-Fi equipment carry a standard 1-year manufacturer’s warranty covering flaws and defects on factory-installed parts only.

  • Packaging Requirement: You are required to keep the original packaging. Manufacturers will often void the warranty if the equipment is not returned in its original box and protective inserts.

What the Warranty Does Not Cover:

  • Consumables & Wearables: Items prone to standard wear-and-tear, including turntable belts, phono cartridges, and styli (needles).

  • External Damage: Damage caused by electrical power surges, human error, misuse, improper handling, or operating the equipment outside the guidelines defined in the instruction manual.

6. Belts & Replacement Styli (Needles)

  • Due to the delicate nature and specific compatibility of these components, we cannot offer returns, exchanges, or refunds for replacement belts and replacement styli.

  • Please double-check your turntable’s exact make and model to ensure you are ordering the correct part before completing your purchase.