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What is your policy for Returns / Exchanges / Cancellations?
Excepting in the case of material damage, and to the extent permissible by the laws of your country, due to the limited nature of our products all sales are final. When returns or exchanges are applicable please contact customer support within 72 hours of receiving your item for assistance in returning or exchanging your items. Please refrain from returning any items before contacting us, as we will not be able to process your returns package.
My order is being returned or is lost in transit, what can I do?
If your order is being returned to the sender, please let customer support know as soon as possible at support@madebymutant.com. Once the return is received, customer support will contact you to offer either a refund or a replacement. Before contacting customer support, please ensure that your address for this order in your account is correct. If you believe that your order may have been lost in transit, please contact customer support, and we will assist you further.
What if my record arrives warped, or with pops, or surface noise, etc?
In 99% of cases, warping does not affect the playability of the record. Factory tolerance is 3%, as warping is considered not a defect but part of the vinyl experience. In some cases if a warp is significant and causes audio issues we can replace your record so long as we have a replacement in stock, or we can return it for store credit if a one-to-one replacement is not available. If your record arrives with pops or clicks it may just need a wipe with a microfibre cleaning cloth. Record plants are factories, after all, and dust can gather on your record as it makes its way through the assembly process!
What if the print / jacket of my vinyl arrives damaged, dented / with seam splits, etc?
Though we like to think our vinyl mailers eliminate any opportunity for these issues, occasional minor inconveniences can happen as these travel from factory to warehouse to your hands. For major dings and creases and significant cosmetically damages please email us, and we will do our best to accommodate your issue. If we have the replacement print to do so, we will help you out. As with other damages and return considerations, please contact us within 72 hours of receipt so we can ensure quality customer service.
What if my item arrives damaged?
We will always do our best to replace or refund materially damaged items. If your record arrives damaged (playback is affected, see above) or if any other item (including posters) arrives damaged, please contact the customer support team as indicated above within 72 hours of receipt to discuss possible solutions. When contacting customer support, please include a description and images of the damage.
I have other questions not answered here, how can I reach you?
Please e-mail us at support@madebymutant.com.
Please refrain from returning any items before contacting us, as we will not be able to process your returns package.
Please note we cannot accept returns on gift cards.
