Cancellation & Refund Policy
Once an order has been placed, we cannot cancel the order as ALL VINYL + DVD + MEDIA SALES ARE FINAL unless the item is damaged/defective.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please note that we can only replace items if they are defective or damaged, as we cannot always guarantee a perfect copy if the item purchased is still sealed in it's original packaging.
Examples of defective issues and damages eligible for returns/refunds include heavily warped ones, duplicate records (in a multi-disc set), and those that are severely scratched upon unsealing. However, minor issues such as corner dings, seam splits, surface noise, and minor pops, and more are not eligible for the above. If any issue persists, kindly message us about and we will try to help you as much as possible. Please also note that we do not accept returns due to the reasoning of a "change of mind."
Acetate Music has a 7-day return period, which means you have 7 days after receiving your item to request a return. If the 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To process exchanges as soon as possible, kindly send back the item for return within our 7-day period. Upon confirmation that the return was accepted, we can then send out the new item at the convenience of the customer.
Upon receiving and inspecting the returned item/s, we will first let you know if the refund is to be approved or not. Returned items will undergo the process of strict evaluation for factory damage. Such items will be played and tested in its entirety on our record player and saved on video.
If the aforementioned damage is proven, Acetate Music will refund the full cost of the record to the customer. The approved refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3-5 working days.
If the record is found to be playing perfectly, no refund will be given, and the customer is to be responsible for picking up the record from our address. Return address will be sent upon inquiry. Any costs incurred on the return and pick-up of the record must be shouldered by the customer.