FREE IN-STORE PICKUP, AND FREE SHIPPING ON PURCHASES OVER $100 IN THE USA!

RETURN/EXCHANGE POLICY

 

GENERAL RETURNS AND REFUNDS:

We want you to be happy with your purchase. If something isn’t right with your order, please contact us and we’ll do our best to help. All requests for returns or exchanges must be made within 30 days of purchase (for in-store orders) or delivery (for online orders). A receipt, order confirmation, or other valid proof of purchase is required for all return/exchange requests.

USED MEDIA:

All used media is final sale and we do not offer returns or exchanges on used media unless said item has an unidentified/unlisted defect that materially affects the item’s playability or condition. In that instance, you must contact us within 30 days of purchasing the item to report the issue and request a return.  One of our team members must be able to confirm the defect in order to authorize the return.  

NEW & SEALED ITEMS:

New/Sealed records, physical media, electronics, or other new items can be returned within 30 days of purchase for exchange or store credit. No cash refunds.

Items must be unopened, unused, and in their original condition at the time of return. Once an item has been opened, used, or played, we cannot accept returns for any reason, except under the specific circumstances outlined below (see Damages and Issues). 

ALL SALES ARE FINAL on any bargain bin items, clearance/sale items, items listed as final sale, gift cards, special orders, Record Store Day or RSD Black Friday product, except under the specific circumstances outlined below (see Damages and Issues). 

Please email us at hello@rustandwax.com with questions or concerns about a specific item.

DAMAGES & ISSUES:

Please inspect your order upon receipt and contact us at hello@rustandwax.com within the applicable 30-day period to determine if the item is defective, damaged, or if you receive an item other than the item you ordered, so that we can evaluate the issue and make it right.

Minor surface noise & other characteristics inherent to the format are not necessarily considered defects. We evaluate such concerns based on the item’s stated condition & overall playability.

FAIR USE POLICY:

Each request will be evaluated on a case by case basis. We reserve the right to deny return requests if we believe the return process is being abused.

ONLINE ORDER RETURNS: 

All above terms still apply.

Returns requests for online orders must be submitted within 30 days of delivery of the item.

For online orders, please save your original packaging and submit photos of the shipping box and any damages to the delivered item(s), along with your Order Number via email to hello@rustandwax.com.

We generally will attempt to determine the eligibility of a return or exchange, any possible refund amount, and any applicable fees before asking you to send a product back. Exchanges and replacements will not be sent until the returned item has arrived to us. Please do not ship items back to the shop without prior approval.

Change-of-mind returns are eligible for an exchange or store credit.

Damaged, defective, or incorrect items are eligible for an exchange, replacement, or refund to the original payment method.

In the event of a refund or exchange:

  • Please allow 3-5 business days after we have received your return at the shop for the refund or exchange to be initiated on our end.
  • Processing times for refunds may vary by bank or credit card company and can also be slower during peak seasonal times. In our experience, most refunds are processed within 5-10 business days.
  • If more than 15 business days have passed since we’ve approved your return and still you haven't seen the return posted to your original account, please contact us at hello@rustandwax.com.

SHIPPING COSTS & RESTOCKING FEES:

  • Damaged or defective items:
    We will provide a prepaid return shipping label.
  • Change-of-mind or unwanted items:
    Return shipping costs are the responsibility of the customer.
  • Restocking fee:
    Depending on the circumstances of the return, a restocking fee of 15% may apply.
  • Item condition:
    Items returned incomplete or in unsellable condition may be subject to a partial refund.

FORWARDING DEPOTS:

International orders shipped to freight forwarders or package-forwarding services are final sale and are not eligible for returns or exchanges. Our responsibility for the shipment ends upon confirmed delivery to the forwarding address.

If you discover a defective disc within sealed packaging, please contact us and we’ll do our best to reach a fair solution. Please have the original packing list and any other relevant shipping documentation on hand when contacting us.

QUESTIONS & CONCERNS:

If you have any questions about a return, refund, or order, please reach out at hello@rustandwax.com and we'd be happy to assist you!