We want you to be happy with your purchase from Jacaranda Records. If you need to cancel an order, return an item or report a problem, please contact us and we will do our best to help.
Nothing in this policy affects your statutory consumer rights.
1. Changing Your Mind
For most products purchased online, you have a statutory right to cancel your order without giving a reason.
Generally, you have 14 days from the day after you receive your goods to tell us that you wish to cancel. You will then normally have a further 14 days to return the goods.
Please contact us before returning an item so that we can provide the appropriate return instructions.
When returning an item because you have changed your mind, you should take reasonable care of the goods while they are in your possession. You may handle goods as reasonably necessary to establish their nature, characteristics and functionality, in the same way you might in a shop.
If goods have been handled beyond what is reasonably necessary, a reduction in the refund may apply where permitted by law.
2. Sealed Records & Media
Certain sealed audio or video recordings may be excluded from the statutory cancellation right once their seal has been broken.
Where applicable, this can include sealed vinyl records, CDs, cassettes and other sealed audio or video media.
This does not affect your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
3. How to Request a Return
Please contact us before sending an item back.
When contacting us, please provide:
· Your order number
· Your name
· The item(s) you wish to return
· The reason for the return, where relevant
· Photographs where the return relates to damage, a fault or an incorrect item
We will then provide the appropriate return instructions.
Please do not send items back to an address other than one provided by us for your return.
4. Return Postage
For a change-of-mind cancellation, you will normally be responsible for the cost of returning the goods to us.
We recommend using a tracked Royal Mail service and keeping proof of postage.
If an item is faulty, damaged or incorrect, please contact us before returning it. Where appropriate and required by law, we will arrange or reimburse reasonable return postage costs.
5. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or incorrect, please contact us as soon as reasonably possible.
Please provide:
· Your order number
· Details of the issue
· Photographs of the item
· Photographs of the packaging and shipping label where relevant
Please keep the original packaging until the matter has been resolved.
Depending on the circumstances and your statutory rights, we may offer a replacement, repair where appropriate, exchange or refund.
Your statutory rights regarding faulty or misdescribed goods may continue beyond the normal change-of-mind cancellation period.
6. Refunds
Once we have received and assessed a returned item, we will process any refund due.
Where the statutory cancellation right applies, we will normally refund you within the timeframe required by law.
Where you cancel an entire order under the statutory cancellation right, we will generally refund the cost of the standard delivery option you originally paid for. If you selected a more expensive delivery service, we are not normally required to refund the additional cost.
Refunds will normally be made using the original payment method.
Although we process refunds promptly, your bank or payment provider may take additional time to make the funds available.
7. Exchanges
We may offer an exchange for faulty, damaged or incorrect items where appropriate.
Change-of-mind exchanges are subject to availability and our applicable return conditions. If the replacement item has a different price, we may need to refund or collect the difference.
8. Sale Items
Sale items are subject to the same statutory consumer protections as full-price items.
A reduced price does not remove your statutory rights where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.
9. In-Store Pickup Returns
Items purchased online and collected using our In-Store Pickup service remain subject to this Returns & Refunds Policy.
If you wish to return an item collected in-store, please contact us rather than simply leaving the item uncollected.
Where a statutory cancellation right applies, the applicable cancellation period will be determined in accordance with the relevant consumer legislation.
10. Mail Forwarding Services
If you use a third-party mail forwarding service, please contact us if you need to return an item.
Where applicable, statutory cancellation periods are determined by law and are not automatically lost because a forwarding service was used.
You are normally responsible for arranging the return of goods from your location or forwarding service back to us, unless the item is faulty, damaged or incorrect and applicable law requires otherwise.
11. Contact Us
For returns and refunds, please contact:
Jacaranda Record Store
Website: https://www.jacarandarecords.com/enquiry
Email: info@jacarandarecords.co.uk
Please include your order number whenever possible.
Last updated: OCT 2026