Classic Rock Agency Returns, Exchanges & Refund Policy

At Classic Rock Agency, we want you to be happy with your purchase. Please read our returns and refund policy carefully before requesting a return.

This policy explains our procedures for change-of-mind returns, faulty or damaged items, exchanges and refunds. Nothing in this policy affects your statutory rights under UK consumer law.

1. Change-of-Mind Returns

For eligible online purchases, UK customers generally have the right to cancel their order within 14 days of receiving their goods, without giving a reason. Customers then normally have a further 14 days from notifying us to return the goods.

To request a return or cancel an order, please contact sales@classicrockagencyltd.com, quoting your order number and identifying the item you wish to return.

Customers are responsible for paying the cost of returning items when they change their mind, provided this has been made clear before purchase and subject to applicable law.

Returned items must be packaged securely and include their original packaging and accessories where applicable. Please take reasonable care of items while deciding whether to keep them.

Original delivery charges will only be refunded where required by law. Please see Section 6 for full details.

2. Sealed Vinyl Records and CDs

Sealed audio recordings, including vinyl records and CDs, may be excluded from change-of-mind cancellation rights if the seal has been broken after delivery.

This exclusion does not affect your rights if an item arrives faulty, damaged or not as described.

Where applicable, eligible sealed records and CDs must be returned in their original condition and packaging.

3. Cancelling Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at sales@classicrockagencyltd.com and include your order number.

We will do our best to stop the order before dispatch. If it has already been dispatched, you may need to follow our returns process.

Any refund will be handled in accordance with the cancellation rights that apply to your order.

4. Delivery Address Accuracy and Incorrect Addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If an order cannot be delivered because an incorrect or incomplete address was supplied, please contact us so we can discuss the available options.

Where an order is returned to us because of an incorrect address supplied by the customer, additional delivery charges may apply if the order needs to be resent, where permitted by law.

This section does not remove any statutory rights that may apply.

5. Condition of Returned Goods and Deductions for Loss of Value

Please take reasonable care of goods while deciding whether to keep them.

If an item has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to deduct an amount reflecting the resulting loss in value, where permitted by law.

Any deduction will be assessed according to the circumstances. We do not automatically apply a restocking fee.

This does not affect your statutory rights relating to faulty, damaged or incorrectly described goods.

6. Return Postage and Original Delivery Charges

A. Customers changing their mind

If you change your mind about an eligible purchase, you are responsible for paying the cost of returning the item to Classic Rock Agency.

We ask that returns are sent using Royal Mail Tracked so the parcel can be tracked and proof of delivery is available. Please retain your tracking reference until your return has been resolved. If Royal Mail Tracked is unavailable or unsuitable, please contact us before sending your return.

Items must be packaged securely to help prevent damage during return transit.

Please contact sales@classicrockagencyltd.com before returning an item so we can provide the appropriate instructions.

Where the customer arranges and pays for the return, Classic Rock Agency cannot accept responsibility for loss or damage occurring during return transit beyond our legal responsibilities.

B. Original delivery charges

We do not refund original delivery charges unless a refund is required by law.

For eligible online orders cancelled within the statutory 14-day cancellation period, UK law generally requires us to refund the cost of our least expensive standard delivery option, even if the customer has simply changed their mind and the item is not faulty or damaged.

If the customer selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option we offered.

Outside a statutory entitlement to a delivery refund, original delivery charges will not be refunded under our policy.

C. Faulty, damaged or incorrect items

If your item arrives faulty, damaged or incorrect, please contact us at sales@classicrockagencyltd.com before returning it.

Where required by law, Classic Rock Agency will cover or reimburse reasonable return postage costs and provide the appropriate remedy.

Please include your order number and, where possible, photographs of the item and packaging to help us assess the issue. We may request further information where reasonably necessary.

7. Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives. If an item arrives damaged, is faulty, or is different from what you ordered, contact us as soon as reasonably possible at sales@classicrockagencyltd.com.

Please include:

• Your order number.

• A description of the problem.

• Photographs of the item and its packaging, where possible.

Please retain the original packaging where practical, as it may help us investigate damage during delivery.

We will review the issue and explain the next steps. Depending on the circumstances and your statutory rights, this may include a refund, replacement, repair or another appropriate remedy.

Photographs can help us assess a claim, but not being able to provide photographs will not automatically invalidate your statutory rights.

Where Classic Rock Agency arranged delivery, we remain responsible for dealing with delivery damage in accordance with applicable law. Please contact us so we can work towards resolving the issue.

Damage After Delivery and Customer Handling

Classic Rock Agency is not responsible for damage caused after an order has been delivered to the customer or a person nominated by the customer, where that damage results from misuse, accidental damage, improper storage, mishandling, unauthorised repair or other actions occurring after delivery and for which we are not legally responsible.

Customers are responsible for taking reasonable care of items once received. If an item is reported as damaged after delivery, we may ask for relevant details and evidence to help establish when and how the damage occurred.

Where the evidence shows that damage was caused after delivery by the customer or another person for whom we are not legally responsible, we may decline a claim for a refund, replacement or return relating to that damage, subject to applicable law.

This section does not limit any statutory rights that apply to goods that were already damaged, faulty or not as described when delivered.

8. Exchanges

If you would like to exchange an item, please contact sales@classicrockagencyltd.com before returning it.

Exchanges depend on stock availability and the nature of the item. If an exchange is not possible, we will explain the available options.

Customers may be responsible for return postage for change-of-mind exchanges. Where an item is faulty, damaged or incorrectly supplied, we will deal with the matter in accordance with applicable law.

9. Items Excluded from Change-of-Mind Cancellation

Certain items may be excluded from change-of-mind cancellation rights under UK law. This can include sealed audio recordings, such as vinyl records and CDs, where the seal has been broken after delivery.

These exclusions do not remove your rights where goods are faulty, damaged or not as described.

If you are unsure whether an item is eligible for return, please contact us before sending it back.

10. Refunds and Processing

Once we have received and assessed a return, we will notify you of the outcome.

Where a refund is due, it will normally be made using the original payment method, unless otherwise agreed.

For statutory cancellation rights, refunds will be issued within the applicable legal timeframe. Where the law allows, we may withhold a refund until we have received the goods back or you have provided evidence that you have sent them back, whichever happens first.

Any refund of original delivery charges will be handled in accordance with Section 6 and applicable law.

Where a statutory cancellation applies, refunds will normally be made within 14 days of receiving the returned goods or, if earlier, receiving evidence that the goods have been sent back, subject to applicable law.

11. International Orders

Customers returning items from outside the UK should contact us before sending anything back so we can provide the appropriate instructions.

For change-of-mind returns, customers are responsible for return postage costs, subject to applicable law. Where an item is faulty, damaged or incorrectly supplied, we will cover reasonable return costs where required by law.

Please complete any required customs documentation accurately and identify returned goods where appropriate. Incorrect customs declarations or unpaid charges may delay the return.

Nothing in this section limits any mandatory consumer rights that apply to your order.

12. Your Statutory Rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection law.

Depending on the circumstances, you may have rights to a repair, replacement, price reduction, refund or cancellation.

Where this policy conflicts with a mandatory legal right, the legal right will apply.

13. Contact Us

For all return, refund, exchange or order-related enquiries, please contact:

Email: sales@classicrockagencyltd.com

Please include your order number and the email address used when placing the order so we can identify your purchase.

For security, we may ask for reasonable additional information to verify an order before discussing or processing a request.

We aim to respond to properly identified customer enquiries within 3 working days wherever reasonably possible. Complex issues may take longer to investigate. This estimated response time does not extend or override any statutory deadlines that apply.

Thank you for shopping with Classic Rock Agency.