Return & Refund Policy

Effective date: 21 February 2026
Last updated: 21 February 2026

This policy explains your rights and our procedures regarding returns and refunds.

Your statutory rights under UK consumer law are not affected.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

To exercise this right, you must notify us in writing (by email) within 14 days of delivery.

You then have a further 14 days to return the goods to us.

Refunds for Cancelled Orders

If you cancel within the cooling-off period:

We will refund the full purchase price
We will refund the standard delivery cost (if applicable)
You are responsible for return postage costs

Refunds will be issued within 14 days of us receiving the returned goods (or proof of return).

2. Condition of Returned Items

Returned items must be:

Securely packaged
In the same condition as received
Not damaged due to improper handling

You are responsible for the goods until they reach us. We recommend using a tracked postal service.

We reserve the right to make a deduction from your refund if the value of the goods has been reduced due to handling beyond what is necessary to inspect them.

3. Exceptions to the Right to Cancel

You do not have the right to cancel:

Sealed audio recordings (including vinyl records and CD’s) that have been unsealed after delivery
Custom or personalised items

This is in accordance with Regulation 28 of the Consumer Contracts Regulations 2013.

4. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be:

Of satisfactory quality
Fit for purpose
As described

If your item is faulty, damaged in transit, or not as described, please contact us within 7 days of delivery at:

Email: embersafter.records@gmail.com

Please include:

Your order number
A description of the issue
Photographs where applicable

Your Rights

Within 30 days of delivery: you may be entitled to a full refund.
After 30 days: we may offer a repair or replacement before a refund, where appropriate.

If a return is due to our error or a faulty item, we will cover reasonable return postage costs.

5. Second-Hand Records

Where items are sold as second-hand, signs of normal wear consistent with the stated grading do not constitute a fault.

However, if a second-hand item is significantly not as described, you are entitled to a remedy in accordance with your statutory rights.

6. How Refunds Are Issued

Refunds will be made using the original payment method unless otherwise agreed.

Please allow 3–5 working days for funds to appear in your account after processing (depending on your payment provider).

7. Late or Missing Refunds

If you have not received your refund after 5 working days:

Check your bank account again.
Contact your card provider or bank.
If the issue persists, contact us at embersafter.records@gmail.com

8. Contact Us

If you have any questions about returns or refunds, please contact:

Embers After Ltd
Email: embersafter.records@gmail.com

We aim to respond within 2 working days.