Refund policy

Refund & Returns Policy

We want every record to arrive exactly as described. If there is a problem with your order, please contact us and we will put it right.

Returns

You have 14 days from receiving your order to tell us that you wish to return an item.

Once you have notified us, you then have a further 14 days to return the item.

Records must be returned in the same condition in which they were received, together with any original sleeves, inserts, posters or other included items.

Please package returned records securely to prevent damage in transit.

Sealed Records

Where a sealed record has been opened, your statutory right to cancel may not apply. This does not affect your rights if the item is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as possible.

Where the item is faulty, damaged or not as described, Impala Records will cover reasonable return postage costs.

Condition & Grading

Many of the records we sell are pre-owned. We grade records carefully and provide photographs and descriptions showing their condition.

Minor signs of age or use that are consistent with the stated grade are not considered faults. This does not affect your statutory rights where an item has been incorrectly described.

Refunds

Once a return has been received and inspected, we will process the refund to your original payment method.

For eligible cancellations, the refund will include the original standard delivery charge where applicable. Any additional amount paid for an upgraded or express delivery service is not refundable beyond the cost of our standard delivery option.

Refunds may take several working days to appear, depending on your payment provider.

Return Postage

If you are returning an item because you have changed your mind, you are responsible for the cost of returning it.

If the item is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs.

Cancelling an Order

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. If the order has already been dispatched, it will need to be returned in accordance with the policy above.

Contact Us

To arrange a return, report a problem or ask about a refund, please contact us through the Contact page on the Impala Records website.

This policy does not affect your statutory rights under UK consumer law.