Refund policy
Returns & Refunds Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at keith@houseofvinyl.london or use the self-serve returns portal in your order confirmation. Please note that returns should be sent to: House of Vinyl, 1a Rugby Road, Twickenham, TW1 1DG. Items sent back without first requesting a return will not be accepted.
Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect, so we can make it right.
Exceptions / non-returnable items Certain items cannot be returned, including perishable goods, custom or personalised products, and personal care goods. We also cannot accept returns on hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to get what you want is to return the item you have and, once accepted, make a separate purchase.
European Union — Right of Withdrawal If your order is being delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without justification. This right applies regardless of whether the item has been opened.
To exercise your right of withdrawal, notify us before the 14-day period expires by either:
- Logging in to your account at https://account.houseofvinyl.london and submitting a return or cancellation request, or
- Contacting us at keith@houseofvinyl.london
You are responsible for arranging and paying for return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to your original payment method.
Refunds (general) We will notify you once we've received and inspected your return. If approved, you'll be refunded to your original payment method within 10 business days. If more than 15 business days have passed since approval, please contact us at keith@houseofvinyl.london.