Refund policy

Returns & Refunds Policy

Waterloo Records & Video Inc.

Thanks for shopping with us! If something isn't right, you have 10 days from the date of delivery to request a return. Requests made after 10 days cannot be accepted.

Return Eligibility

  • Items must be in their original condition. New vinyl, CDs, cassettes, DVDs, and other sealed media must be unopened, with the original shrink wrap and hype stickers intact unless your return is over a quality issue (ex: damaged vinyl).
  • Merchandise (apparel, accessories, gifts) must be unworn, unwashed, and in original packaging with tags attached.
  • Used and pre-owned media must be returned in the same condition in which it was received.
  • Proof of purchase (order number or confirmation email) is required for all returns.

Non-Returnable Items

  • Opened new media (records, CDs, cassettes, DVDs) — unless defective (see below)
  • Gift cards
  • Items marked Final Sale or Clearance
  • Special orders and limited-edition pre-orders, unless defective or damaged in transit

Defective or Damaged Items

Vinyl records can occasionally arrive with pressing defects such as warping, skips, or surface noise. If your item is defective or arrived damaged, contact us within 10 days of delivery with your order number and photos (or a description of the audio issue). Defective new media will be exchanged for the same title. If a replacement is unavailable, we will issue a full refund.

If your package arrived visibly damaged, please keep all original packaging and photograph it — this helps us file a carrier claim and resolve your case faster.

How to Start a Return

  1. Email us within 10 days of delivery with your order number and the reason for the return.
  2. We will respond with return authorization and shipping instructions. Items sent back without prior authorization cannot be accepted.
  3. Pack the item securely — vinyl should be shipped in a rigid record mailer.

Customers are responsible for return shipping costs unless the item is defective, damaged, or we made an error with your order, in which case we will provide a prepaid return label. We recommend using a trackable shipping service; we are not responsible for return packages lost in transit.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are issued to your original payment method within 5–7 business days. Please note your bank or card issuer may take additional time to post the refund. Original shipping charges are non-refundable unless the return is due to our error.

Exchanges

The fastest way to get a different item is to request a return for the original and place a new order. Defective media is exchanged for the same title as described above.

Local Returns

Online orders may also be returned in person at our Austin store within the same 10-day window. Bring your order confirmation and the item in its original condition.

Gifts

If your item was marked as a gift at purchase and shipped directly to you, approved returns will be issued as store credit.

Questions

Contact us at info@waterloorecords.com. We're happy to help.