Downside Up Recordings — Return & Refund Policy
Effective date: January 1, 2025
Thank you for shopping with Downside Up Recordings. We want you to be happy with every purchase. This policy explains returns, refunds, exchanges, and what to do if an item arrives damaged.
Physical releases (vinyl)
1.1 Returns window — non-faulty items
If you change your mind about a vinyl purchase, you may request a return for a refund or exchange within 14 days of delivery. Returned items must be unused, unplayed (if applicable), and in their original, undamaged packaging (including shrinkwrap, inner sleeves, and outer mailer). This follows common industry practice for online record retailers. ()
1.2 Faulty, damaged, or incorrect items on arrival
If your vinyl arrives damaged, defective, or is not the item you ordered, please contact us within 7 days of delivery with photos of the damage and the packaging. We will issue a Return Merchandise Authorization (RMA) and arrange for either:
a replacement (if available), or
a full refund including your original shipping cost, or
a partial refund if you prefer to keep the item despite minor damage.
If an item is confirmed faulty, Downside Up Recordings will cover return shipping costs for domestic orders and work with you to find a fair solution for international orders.
1.3 How to start a return
Do not return items without prior authorization. Email info@downsideuprecordings.com (or use our support form) with: order number, item(s) being returned, reason, and photos if the item is damaged. We will reply with an RMA and instructions. Returns sent without authorization may be refused or returned to sender. ()
1.4 Condition on receipt & refusals
Returned items must arrive in resalable condition. If we receive an item that has clearly been used, played, or is missing original packaging, we reserve the right to refuse the refund or charge a restocking fee proportional to the condition. If we refuse a refund, we will notify you and return the item at your expense.
1.5 Who pays return shipping?
Faulty or incorrect items: Downside Up Recordings pays reasonable return shipping (domestic) and will provide instructions.
Change of mind / unwanted items: The buyer pays return shipping and is responsible for ensuring the item is returned securely. For international returns, customers are responsible for higher shipping costs and any customs/fees.
1.6 Pre-orders & backorders
You may cancel pre-orders any time before they are shipped for a full refund. Once a pre-order has shipped, the standard returns policy applies.
Digital releases (downloads / streaming / digital bundles)
2.1 All digital sales are final
All sales of digital releases are final. Due to the nature of digital products, we cannot accept returns or offer refunds once the product has been delivered or a download link has been accessed. This policy is stricter than some platforms but keeps our release workflow predictable. (If you believe you purchased a digital item in error or there was a technical problem preventing download, please contact us and we will review on a case-by-case basis.)
2.2 Bandcamp & third-party platforms
If a digital purchase was made through a third-party platform (for example Bandcamp), refunds or issues may be subject to that platform’s policies. We will assist where possible, but final action may be handled by the platform. ()
Merchandise (t-shirts, hoodies, stickers, etc.)
3.1 30-day return policy — unused only
Merchandise is eligible for return for a full refund (excluding original shipping) within 30 days of delivery only if the item is unused, unworn, unwashed, and in original condition with tags attached. Returns must be pre-authorized (see 1.3). This 30-day unused-only policy helps protect limited-run merch inventory while remaining customer-friendly — a common approach among small labels and shops. ()
3.2 Exchanges & sizing issues
If a merch item does not fit, contact us within 30 days and we will arrange an exchange subject to stock availability. Buyers are responsible for return shipping for exchanges due to sizing or change of mind. If the replacement item is more expensive, the buyer pays the difference; if cheaper, we will refund the difference.
Refund timing & method
Refunds will be processed to the original payment method once we receive and inspect the returned item, typically within 7–14 business days of receipt. It may take additional time for your bank or card issuer to post the refund.
Shipping damage & lost packages
If your order is lost in transit or arrives damaged, contact us immediately with photos and tracking details. For insured shipments, we may file a claim with the carrier on your behalf. Keep all packaging and do not dispose of damaged goods until instructed. Prompt reporting (within 7 days) helps us resolve issues faster.
International customers
International returns follow the same rules above. International customers are responsible for return shipping and any customs or import taxes unless the item is confirmed faulty. If returning internationally, clearly mark the package as “Returned goods — no commercial value” only when appropriate and in accordance with your country’s rules.
Privacy & restocking
We will process returns in line with our Privacy Policy. Returned items that are refused because they are not in acceptable condition may be returned to the buyer at the buyer’s expense. A restocking charge may apply if items are received in poor condition.
Contact
For all returns, authorizations, or questions:
Email: info@downsideuprecordings.com
Include: order number, name, reason for return, photos (if damaged).
Exceptions & final notes
Downside Up Recordings reserves the right to amend this policy. Any changes will be posted on this page with an updated effective date. We handle special cases (limited promos, collector bundles, signed items) on a case-by-case basis; please contact support.
Thank you for supporting Downside Up Recordings — if anything arrives wrong, we’ll work to make it right.