Refund Policy
A legal disclaimer
Refund & Returns Policy
At Green House Records, we take great care to ensure every order arrives in excellent condition. If something isn’t right, the policy below explains your rights and how returns are handled.
Your Right to Cancel (UK Customers)
Under the Consumer Contracts Regulations 2013, UK customers have the right to cancel their order within 14 days of receiving their goods, without providing a reason.
To exercise this right, you must notify us in writing within 14 days of delivery.
Once cancelled, items must be returned within 14 days of notifying us.
Condition of Returned Items
Returned records must be:
Unplayed
In original condition
In resalable condition
Returned with all original packaging, including shrink wrap where applicable
You may inspect a record as you would in a physical shop. However, playing a record, removing protective seals, or handling it in a way that reduces its resale value constitutes use.
Where returned items show signs of use or damage, we reserve the right to:
Refuse a refund, or Apply a deduction up to 100% of the item value, in line with UK consumer law
Sealed Media Notice
Where records are supplied sealed or shrink-wrapped, removal of the seal may affect your right to a refund, unless the item is faulty or not as described.
How to Start a Return
To request a return, please contact us within 14 days of delivery:
📧 info@GreenHouseRecords.co.uk
Include your order number and reason for return. If your return is approved, we will provide return instructions.
We strongly recommend using a tracked and insured postal service when returning items. We cannot be held responsible for items lost in transit when being returned to us.
Damaged, Faulty, or Incorrect Items
If your order arrives:
Damaged
Faulty
Incorrect
Please contact us as soon as possible and provide photographic evidence.
In these cases:
We will cover reasonable return postage costs
Reimbursement is limited to the cost of Royal Mail Second Class postage
If a higher-cost service is used, reimbursement will be capped at the equivalent Second Class rate
Mystery & Bargain Boxes
Mystery and bargain boxes are curated selections, and partial refunds cannot be offered for individual records.
If there is an issue relating to damage or quality, the standard returns process applies and we will resolve the issue in line with this policy.
Return Shipping Costs
Customers are responsible for return postage costs unless the return is due to our error or a damaged/faulty item
Original shipping charges are non-refundable, except where the return is due to our error
Refunds
Once your return is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method within 7 working days. Please allow additional time for your bank or payment provider to process the refund.
Contact
If you have any questions about returns or refunds, please contact us: