Refund policy

At Subo Records, we take pride in the quality of our products and the care we put into every order. This Refund Policy outlines the terms under which we accept refund requests and how we process them. By placing an order with us, you agree to the terms stated below.

If you have any questions, please contact us at hi@suborecords.com.

1. General Eligibility

We accept refund requests for the following reasons:

The item arrived damaged or defective.
The item delivered is significantly different from the product description on our website.
You received the wrong item.

All refund requests must be submitted within 14 days of the delivery date.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or does not match what you ordered, please contact us at hi@suborecords.com within 14 days of receiving your package. Include the following in your message:

Your order number
A brief description of the issue
Clear photographs of the item and packaging

Upon verification, we will offer a replacement or a full refund to your original payment method, at your preference. Return shipping costs for damaged or incorrect items will be covered by Subo Records.

3. Item Significantly Not as Described

If the item you received is materially different from how it was described or shown on our website (e.g., wrong pressing, wrong edition, incorrect tracklisting), please reach out to us within 14 days of delivery. We will assess the claim and, if valid, arrange a refund or replacement.

4. Order Cancellation Before Shipment

You may request a cancellation of your order before it has been shipped. To cancel, please contact us as soon as possible at hi@suborecords.com with your order number. If your order has not yet been dispatched, we will cancel it and issue a full refund. Once an order has been shipped, it cannot be cancelled.

5. Pre-Order Cancellation and Refunds

Pre-orders may be cancelled and fully refunded at any time before the item has been dispatched. To cancel a pre-order, contact us at hi@suborecords.com with your order number.

If a pre-order item is no longer available or cannot be fulfilled (e.g., due to manufacturing issues or distributor constraints), we will notify you promptly and issue a full refund automatically.

Once a pre-order has been shipped, the standard refund conditions apply.

6. Non-Eligible Refund Conditions

We are unable to accept refund requests in the following cases:

Change of mind — We do not accept returns or issue refunds for purchases made in error or due to a change of preference, unless required by applicable consumer protection law.
Minor cosmetic variations — Vinyl records may have minor sleeve imperfections or sleeve seam splits that do not affect playability. These are common in physical media and are not considered defects.
Items returned without prior approval — Please do not send items back without contacting us first.
Requests submitted after 14 days of the delivery date.

Nothing in this section limits your rights under applicable consumer protection law.

7. How to Submit a Refund Request

To request a refund, please follow these steps:

Email us at hi@suborecords.com with the subject line: Refund Request – [Your Order Number].
Include your name, order number, reason for the request, and supporting photos if applicable.
We will review your request and respond within 3 business days.
If approved, we will provide return instructions (if applicable) and process your refund.

8. Refund Processing Time

Once your refund is approved:

Refunds are processed within 5–10 business days, depending on your payment provider.
Refunds will be issued to your original payment method wherever possible.
Processing times may vary by bank or payment provider and are outside our control.

9. Shipping Costs and Return Postage

Original shipping fees are non-refundable, unless the return is due to our error (damaged, defective, or wrong item).
For approved returns due to our error, Subo Records will cover the cost of return shipping or provide a prepaid return label where available.
For returns due to other approved reasons, the customer is responsible for return postage costs unless otherwise agreed.

10. International Orders

We ship internationally and understand that international orders involve additional logistics. Please note:

International customers are subject to the same 14-day refund window, calculated from the confirmed delivery date.
Return shipping costs for international orders are the responsibility of the customer, except in cases where the return is due to a defect, damage, or error on our part.
We recommend using a tracked shipping method for international returns. Subo Records is not responsible for items lost in transit during a return.

11. Import Duties, Taxes, and Customs Fees

Customs duties, import taxes, VAT, and any other fees imposed by the destination country are the sole responsibility of the customer. These charges are not included in the item price or shipping fee at checkout.

If a package is refused or undeliverable due to the customer's failure to pay applicable customs duties or import fees, any refund issued will be reduced by the original shipping cost and any fees incurred by Subo Records as a result.

We are unable to refund customs or import fees paid to your local authorities, as these are collected by government agencies and are outside our control.

12. Your Statutory Rights

This policy does not affect your statutory rights as a consumer under applicable law. If you are located in a jurisdiction that provides additional consumer protections, those rights remain in full effect and are not limited or excluded by this policy.

Last updated: September 2026

For any questions about this policy, please reach out to us at hi@suborecords.com or visit our website at suborecords.com.