Overview

Every record we ship is checked before it leaves us and packed in heavy-duty mailers built to protect vinyl in transit. If something still arrives damaged, defective or simply isn’t what you ordered, we will put it right.

Because vinyl is easily marked once it has been handled or played, we accept returns for damaged, defective or incorrect items only. We do not accept returns for change of mind. Please check the tracklist, pressing details and condition on the product page before ordering, and email us if anything is unclear — we would rather answer a question than process a return.

What we cover

Contact us within 5 days of delivery if your order arrives:

  • Damaged in transit — a cracked, warped, split or seam-damaged record or sleeve
  • Defective — a pressing fault such as a persistent skip, non-fill or off-centre spindle hole
  • Incorrect — a different title, pressing or variant than the one you ordered
  • Incomplete — a missing record from a multi-disc set, or a missing insert listed on the product page

In any of these cases you choose a replacement (where we still have the title in stock) or a full refund, including the original shipping you paid. We cover the cost of sending the item back.

What we don’t cover

  • Change of mind, or a record that simply wasn’t to your taste
  • Records that have been played, marked or handled outside their sleeve, unless the fault was present on arrival
  • Damage that happened after delivery, including storage, warping from heat and handling damage
  • Light sleeve wear on collectible and limited pressings, where it is described on the product page
  • Requests made more than 5 days after delivery

How to start a return

Please contact us before sending anything back. Returns that arrive without a prior agreement can’t be matched to an order, and we can’t guarantee a refund on them.

  1. Email info@paax.online within 5 days of delivery, with your order number and a short description of the problem.
  2. Attach photos of the record, the sleeve and the outer mailer. For a suspected pressing fault, tell us the side and roughly where in the track it happens.
  3. We reply with a decision and, where a return is needed, the return address and a prepaid label.

Keep the original packaging until the claim is settled. If the record was damaged in transit we may need it to file a claim with the carrier.

Refunds

Once we receive the returned item, or once we have confirmed the problem from your photos, we process the refund to your original payment method. We do this within 3 business days. How long it then takes to appear on your statement depends on your bank or card issuer — typically 5 to 10 business days.

If a replacement is preferred and we still have the title, we ship it at no extra cost to you.

Return shipping costs

When the fault is ours — damaged, defective, incorrect or incomplete — we pay the return shipping and send you a prepaid label. You are never out of pocket for a mistake on our side.

If an item is returned and we find no fault with it, we will send it back to you and the cost of that return trip is not reimbursed.

Need help?

Email info@paax.online with your order number and we’ll get back to you. If you are unsure whether something counts as a defect, send photos and ask — we would rather look at it than have you guess.