All
merchandise we ship is guaranteed to be in the stated condition. Please review
our grading page prior to ordering to familiarize yourself with our practices.
Common
reasons for returns, and what we do to try to avoid them:
"I ordered a record thinking it was a
CD." We only sell vinyl
records; we do not sell any CDs on this website! All are marked with the format
in the title of the listing. You will see only 12 inch, LP, 2xLP, 2x12 inch, and a few
more, but everything we have is vinyl. If you are looking for a CD, go to
Walmart, Best Buy, or Amazon.
"I did not get the mix I was looking
for." We provide a lot
of information on our listings to help you decide. Most include the record
release number, which can usually be referenced elsewhere to confirm the
listing. The vast majority of our listings have all of the track information
right on the listing, so it should be easier to determine which records have
the mixes you are looking for. We also include pictures with many listings,
which may aid your decision. If all of this fails, you can always call us and
we can play a track for you over the phone, though if it is a mix easily
obtained we encourage you to search your sound sample out elsewhere on the web.
"The record I ordered was not in the
expected condition." Please
visit our grading page prior to ordering from us to get an idea about our
grading and some of the abbreviations we use. We provide very detailed grades
of both the record and cover, and try to note anything unusual about the item
condition. Be aware that certain pressings do not sound the best even if they
are brand new, due to production flaws during the vinyl making process. We do
try to stay consistent in our grading, so you can be confident that the record
you order will be graded properly and similar to others of the same grade.
Refund/Return Policy
Metrowax Records will only accept
returns of merchandise sold under the following conditions:
Timely communication
Upon receipt, examine your order. If
you have a problem with any aspect of your order, we require that there is
communication with metrowax.com support about the issue within 7 days of
receiving the order. If we have not been notified yet, and 7 days have passed,
the item will no longer be eligible for a return or refund. Any credit given
after 7 days have passed will be solely under the discretion of metrowax.com
and will be in the form of merchandise credit and not a cash refund. Once a
return has been initiated, the customer has one week to send the item back.
Defective or broken during shipping
If an item arrives broken,
cracked, or severely warped due to damage during shipping, and is not noted in
the item description, we will refund or replace the item. Similarly, if a new
item or an item that looks problem free turns out to have a defect that affects
the play of the record itself, or is unexpected, we will refund or replace this
item. Please inspect and listen to your items within 7 days of receiving them,
and we will give you a full refund in the event it is defective. We take many
precautions to get you your order safely, and we are highly committed to this
goal. However careful we may be, some light damage to the cover may be caused
by the shipping process. If you require your item to be absolutely perfect, it
is best not to purchase it through a mail order company such as us.
Error in the listing or the record does not match
the listing
If we misrepresent an item in any
of our listings, we will offer a resolution in the form of store credit or
refund, depending on the situation, and at the sole discretion of metrowax.com.
You are expected to do supporting research if needed to determine whether or
not the release we are selling suits your needs. Feel free to contact our
support department if you have any questions prior to purchase. If we have
misrepresented the grading of the item, or if you were sent a release that does
not match the description, we will offer a store credit or refund. You have 7
days from the time of receipt to make any complaints.
Processing error
If metrowax.com makes any error
while packing your order, and it is not the fault of the customer, we will
issue a refund or credit at our discretion. If the customer has ordered the
wrong item by their actions on the website, metrowax.com will not be held
responsible and will not refund or credit in this case.
Please note
In all cases of a return,
complaint, or dispute of any kind, we ask that you contact us prior to taking
action. Unauthorized returns will not be
accepted, and chargebacks and paypal claims are not tolerated as a means to
resolve your dispute. There is no need to proactively file a paypal claim just
because your item is a week late. Customers who do this are viewed as suspect
and will likely be banned for just one instance. We cannot afford to have our
merchant credibility compromised by customers that are not communicative.
We accept returns for exchange or refund within 7 calendar
days after delivery of the product. At our sole discretion after 7 calendar
days, we will offer an exchange or store credit only. Items must be in an
unaltered and unused condition to obtain a refund. To obtain a refund, items must be returned
-without
showing signs of excessive wear or damage
-within
7 calendar days of the delivery date (after 7 days no returns are allowed)
Refunds are contingent upon inspection of item(s) once we
receive it.
We reserve the right to charge a 15% restocking fee for any
cash returns.
Customer is responsible for all shipping costs if seller is
not at fault.
Contact Information:
Metrowax Records
800 Wisconsin Street Bldg. 2 Ste. 332
Eau Claire, WI 54702
Customer Service: 715-855-0654
