Customer Satisfaction and Support

At Custom Vinyl Music, we want every customer to have a positive experience with their order.

Every order is created specifically for one customer using the audio, artwork, text, content, and selections submitted during the ordering process. Because of this highly personalized manufacturing process, our products cannot be reused, restocked, or resold to another customer.

For questions or concerns regarding an order, contact us at support@customvinylmusic.com. We will review the matter and work with the customer to provide an appropriate resolution under this policy.

Custom and Personalized Products

Custom Vinyl Music produces custom vinyl records according to each customer’s individual specifications.

Depending on the order, personalization may include:

• customer-provided audio;

• track selection and track order;

• artwork and photographs;

• names, messages, and other text;

• record labels;

• sleeve designs;

• selected record format; and

• other customer-submitted specifications.

Every custom vinyl record is manufactured specifically for the individual customer. It cannot reasonably be returned to inventory or resold to another customer.

Agreement When Placing an Order

By placing an order and submitting payment, the customer:

• agrees to this Refund Policy and our Terms and Conditions;

• confirms that the product is made to the customer’s specifications and is clearly personalized; and

• requests that Custom Vinyl Music begin the preparation, personalization, production, manufacturing, and fulfilment work required for the order.

Cancellations

Customers may request cancellation before preparation, personalization, production, manufacturing, or fulfilment has started. We will do our best to accommodate cancellation requests received at this stage.

Once work has started, the order cannot be cancelled or refunded due to a change of mind because the product is being manufactured according to the customer’s individual specifications and cannot reasonably be resold.

Subject to any mandatory rights that apply, a customer is not entitled to a cancellation, return, or refund merely because the customer:

• no longer wants or needs the order;

• selected an incorrect product, size, format, or option;

• provided incorrect or incomplete information;

• submitted unsuitable audio, artwork, photographs, or text;

• wants to replace submitted materials;

• requests changes outside the included revision terms; or

• does not like a design or other element produced according to the customer’s submitted information, selections, or approved proof.

Proof Approval

Where a customer is asked to review and approve a design proof, approval confirms the spelling, text, layout, track information, artwork placement, and visible design details shown in that proof.

After approval, changes to those approved elements are not guaranteed and may require additional payment.

Proof approval does not remove any mandatory rights relating to manufacturing defects, shipping damage, or other problems that were not reasonably visible in the approved proof.

Custom Vinyl Records

Custom vinyl records are manufactured specifically for the customer using their submitted audio, artwork, text, selected format, and other order details.

Because custom vinyl records are goods made to the customer’s specifications and are clearly personalized, they cannot be returned or refunded due to a change of mind.

Minor cosmetic variations inherent to individual vinyl manufacturing, such as slight differences in color saturation, surface texture, or edge finish, are not considered defects provided the record plays as intended and the printed artwork and audio content match the customer’s approved order.

Damaged, Defective, or Wrong Products

Customers should inspect their order promptly after delivery.

Contact us if:

• the product arrives damaged;

• the product has a manufacturing defect;

• the wrong product was delivered; or

• the product has a playback problem caused by a manufacturing defect.

Please email support@customvinylmusic.com and include:

• the order number;

• a description of the problem; and

• clear photographs, video, or other supporting information when applicable.

We will review the issue and determine the appropriate resolution. Depending on the circumstances, this may include a correction, replacement, remake, price adjustment, or refund.

Customers do not need to return a damaged, defective, or wrong product unless we provide return instructions.

Customer-Provided Content

The customer is responsible for reviewing all audio, artwork, photographs, text, names, spelling, track information, and other materials submitted with the order.

Subject to any mandatory rights that apply, Custom Vinyl Music is not responsible for problems resulting from incorrect, incomplete, low-quality, or unsuitable customer-provided materials when the finished product accurately reflects those submitted materials.

Reporting Period

Customers should report order-related problems within 30 days after delivery.

This 30-day reporting period does not reduce or replace any mandatory rights that may apply under the laws of the customer’s country.

European Union Customers

European Union consumer protection law provides a 14-day withdrawal right for many online purchases. However, the law provides an exemption for goods made to the customer’s specifications or goods that are clearly personalized.

Custom Vinyl Music records are manufactured specifically for each customer using their personal audio, artwork, text, design selections, track information, and other individual specifications. They therefore qualify as custom-made and clearly personalized products.

The standard 14-day change-of-mind withdrawal right does not apply to qualifying Custom Vinyl Music orders based on the personalized nature of the product itself.

This exemption applies only to cancellation or withdrawal due to a change of mind. It does not remove mandatory rights relating to damaged products, defective products, wrong products, products that do not conform to the contract, or other rights that cannot legally be excluded.

Withdrawal Requests

Where a withdrawal request function is made available on this store, customers may use it to submit a withdrawal request.

Each request will be reviewed individually under this policy and applicable law to determine whether a withdrawal right applies to the order.

Submitting a withdrawal request does not automatically mean that the order is eligible for cancellation or refund. Because Custom Vinyl Music products are manufactured to the customer’s specifications and are clearly personalized, qualifying orders are exempt from the standard change-of-mind withdrawal right.

Returns and Return Costs

Because our products are custom-made and personalized, we generally do not accept returns due to a change of mind.

When we determine that the return of an eligible damaged, defective, or wrong product is necessary, we will provide return instructions. The customer will not be charged for an authorized return resulting from an eligible problem with the order.

Products must not be returned without prior authorization from Custom Vinyl Music.

Contact Us

For questions, concerns, or assistance with an order, contact:

support@customvinylmusic.com

Updated 6/15/2016