Refund policy

Refunds, Returns and Cancellations

We want you to be happy with your purchase. If you are not completely satisfied, you may return any physical item (CD, vinyl, or other merchandise) within 14 days of receiving your order for a full refund or exchange, provided the item is in its original condition and packaging.

To initiate a return, please contact us at info@verticalrecords.co.uk with your order number and reason for return. We will provide instructions for returning your item.

Unless the product is faulty or the wrong item was sent, you will be responsible for return postage costs. If the item is faulty or damaged upon arrival, please contact us within 7 days of receipt and we will arrange a replacement or refund, including return postage where necessary.

Refunds will be processed to your original payment method within 7 working days of us receiving the returned item.

Please note: We cannot accept returns of opened CDs or vinyl unless the item is defective.

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible. If the order has already been dispatched, you may still return it within 14 days as above.

Liability for lost/delayed parcels

We use reputable couriers and postal services to deliver your orders. While we aim to dispatch and deliver your order within the stated timeframes, delivery times may occasionally be affected by factors outside our control.

If your order has not arrived within the expected delivery window (2-4 business days for UK orders, 3-17 business days for overseas orders), please contact us so we can investigate with the carrier.

In cases of lost parcels confirmed by the courier, we will offer you a replacement or a full refund. We cannot accept liability for delivery delays caused by incorrect or incomplete delivery addresses provided by the customer.