Merge Records cannot accept returns or offer refunds on any orders outside of the EU except in the case of defective or damaged merchandise. Please see the EU Right of Withdrawal section for more information on EU returns. We are unable to make changes to your order once your order has been shipped.
In the event that you need to cancel your order or change your shipping address prior to it being shipped, please reach out to us as quickly as possible and we will make every effort to get to your request before your order ships. All replacement requests for damaged or defective goods must be requested within 30 days of the customer receiving their shipment.
If you suspect your order is lost, please reach out to us as quickly as possible. We are unable to provide refunds or replacements if your order was shipped more than 4 months prior to your request.
Please be aware that most discounted and sale items are non-refundable, including “Dents & Dings,” except where applicable consumer law provides otherwise, including the EU Right of Withdrawal. Customers may be responsible for additional shipping costs for replacement shipments or returns, where permitted by applicable law. Digital downloads are non-refundable except where required by applicable consumer law.
Customers in the European Union have the right to withdraw from eligible online purchases within 14 days of receiving their order, without providing a reason. Where an order contains multiple items delivered separately, the withdrawal period begins when the final item in the order is delivered.
If you are in the EU and would like to withdraw from your order within the applicable 14-day withdrawal period, please email mailorder@mergerecords.com with your order number and your request to withdraw from the purchase.
If your order has already been shipped, you are responsible for the direct cost of returning the goods. Returned items must be sent back within 14 days after you notify us of your decision to withdraw.
Certain products may be exempt from the right of withdrawal, including sealed audio, video, or computer software that has been unsealed after delivery, and digital content where downloading or streaming has begun after you agreed to immediate delivery and acknowledged that your right of withdrawal would be lost.
Items may be inspected as they would be in a retail store. If an item has been handled beyond what is necessary to determine its nature, characteristics, and functioning, Merge may make an appropriate deduction for any resulting loss in value.
This withdrawal process is for eligible orders placed through the Merge Records store. We cannot process withdrawal requests for purchases made through other retailers or in-person purchases.
Please do not use this process for digital download redemption issues. If you’re having trouble redeeming your digital download, or have another question, contact mailorder@mergerecords.com.
Please email us at mailorder@mergerecords.com with your order number, a description of the damaged item, and a photo(s) of the damage or defect. If there is an issue with the audio, a video with sound is required. We will provide further instructions after we review your submission.
We’re a small team, so there may sometimes be a delay in our response. However, we will try to get back to you as soon as we can. We aim to respond within 2-3 business days.
