Refund policy

VINYL & ACCESSORIES

New vinyl and accessories may be returned or exchanged within 30 days of the original purchase date, provided all items are in original condition and are unused and unopened. The exception is if there is a manufacturing defect (please see below).

Return shipping costs are your responsibility, unless there is a manufacturing defect (please see below). We are happy to accept returns or exchanges via our pick-up location during regular business hours.

We do not guarantee that we will receive your return unless it is shipped with tracking. Any amounts refunded will not include the cost of return shipping or original shipping fees.

We do not currently accept returns on used vinyl.

MANUFACTURERS DEFECTS

Vinyl records are manufactured in factory-like environments, generally with decades old machines, and the process is heavily handled by humans. Everything from mixing vinyl pellets, to creating the “biscuit”, to operating the press, to trimming, to quality control, and packaging are in most cases completed by hand. As a result, vinyl records end up being a great sounding, yet imperfect medium.

Warps

Minor warping (slight up and down or side-to-side movement of the tone arm) is common and is unlikely to be a problem. A manufacturing defect is when a warp is so severe that it causes a record to skip or produces audible tracking errors.

Scuffs & Scratches

Light scuffing and very light scratches are common on brand new records. This generally happens during the packaging process when records are being put into their sleeves. While this may be visibly unappealing, in most cases you will not be able to hear them. A manufacturing defect is when a scuff or scratch is so deep, that it causes a record to skip or produces audible tracking errors.

Surface Noise

Records are made in factory-like environments, which in some cases are not very clean. Dust, dirt, debris, and release agents (used during the pressing process) can end up on the final product. While not ideal, this is common, and can easily be remedied by cleaning your records. This can be done using a dry vinyl record brush, or even better, a wet cleaning system such as the Spin Clean. We recommend cleaning ALL vinyl records before first playback, whether they are new or used.

Inconsistent Colour

Promotional materials often depict coloured vinyl variants differently than how they appear in real life. We do not guarantee that the colour of the record you receive will match promotional images, including the images we use on our site. Coloured records are generally mixed manually by hand, and therefore colour consistency isn’t possible. These variations are, in our opinion, what make vinyl special and unique as a handmade product. A colour that does not meet expectations is not considered to be a manufacturing defect.

Packaging

Vinyl records for the most part are packaged by hand. Minor seam splits on inner or outer sleeves, or very small corner “dings” are a common result of shipping vinyl all over the world and are not considered to be manufacturers defects. That being said we take great pride in the way we package our orders, and if damage to the packaging occurred in shipping, we will work with you on filing a claim with the shipping partner that delivered your package.

If You Have a Manufacturing Defect:

In the event that your record has a manufacturing defect, contact us at info@resoluterecords.ca within 30 days of original purchase, and include: 

  • Your order number
  • The title and artist of the album with the defect
  • Description of the defect
  • Video and/or photo evidence of the defect

Once we have confirmed the defect, we will contact you regarding next steps. Depending on the record label, we will either create a return shipping label for you or will arrange for a courier to come collect the defective item at no cost to you. Please note that this process can take several business days. Once we receive the defective item, we will process your refund. 

DAMAGE IN TRANSIT

Your package includes up to $100 CAD in shipping insurance, regardless of which partner carrier you select or that we use in the case of free shipping. Should you require additional insurance, it is available for a nominal fee.

In the unlikely event that your package arrives damaged, please contact info@resoluterecords.ca and include:

  • Your order number
  • Video or photo documentation of the damage to the exterior of your package
  • Video or photo documentation of the damage to the contents of your package

Once we receive your email, we will open a claim with our shipping partners. The claims process requires your participation and can take up to 21 business days. Our shipping partners and/or their insurance companies may contact you regarding the claim, and you may need to fill out a questionnaire. We are happy to assist you during this process.

DELIVERY ISSUES

Please note that when you place your order, a label is automatically generated from the address you type when placing your order.

If your order is not delivered because the address you provided was incorrect, once the package is returned to Resolute Records, we will refund the cost of your items minus any original and return shipping costs. If you would like to re-order your items, you may do so by placing a new order. 

If your package is not delivered due to an address mistake on Resolute Record’s part and your package is not returned to us, we will refund your order including shipping in full.

If your package is not delivered due to an address mistake on Resolute Record’s part and the package is returned to us, we will re-ship your order at no cost to you.