Returns & Exchanges
Returns & Refunds Policy
At Heathen Records, we want every customer to have a great experience when ordering from us. If something is wrong with your order, we’ll do our best to resolve it fairly and quickly in line with Australian Consumer Law.
What if there’s something wrong with my order?
If your order arrives damaged, incorrect, defective, or not as described, please contact us as soon as possible with your order number and a brief description of the issue.
For damaged, defective, skipping, warped, or misgraded records, clear photos or a short video are essential so we can properly assess the issue and help resolve it quickly.
Please email us at admin@heathenrecords.com.au.
Change of Mind Returns
We accept change of mind returns within 28 days of delivery, provided the item is unopened, unused, and in the same condition it was received.
For change of mind returns, the customer is responsible for return shipping. Original shipping costs are not refundable.
Faulty, Damaged, or Incorrect Items
If an item is faulty, damaged in transit, incorrect, or significantly not as described, please contact us with your order number, photos, and/or a short video showing the issue.
Where the issue is approved, we may offer a replacement, refund, store credit, partial refund, or another suitable remedy depending on the situation and available stock.
For approved faulty, damaged, or incorrect items, Heathen Records will provide a prepaid return label where a return is required.
Returned items may be inspected or tested once received. If no fault is found, or if the issue appears to be caused by playback equipment, handling, storage, or misuse, the item may be returned to you.
Playback Issues & Entry-Level Turntables
Vinyl playback quality depends heavily on the turntable and setup being used. Many budget, suitcase-style, or all-in-one record players can cause skipping, distortion, repeating grooves, or excessive wear, especially if they do not have an adjustable counterweight, anti-skate, or a properly aligned cartridge.
A record that skips on an entry-level turntable may not necessarily be faulty. If the same record plays correctly on a properly set up turntable, the issue is generally considered to be related to the playback equipment rather than the record itself.
For best results, we recommend using a turntable with adjustable tracking force and anti-skate, a clean and healthy stylus, a correctly aligned cartridge, and a level playing surface.
If you are experiencing skipping or playback issues, please send us a short video showing the issue, along with a photo or video of your turntable setup. We’re happy to help assess whether the issue is likely to be with the record or the equipment.
Warped Records & Manufacturing Tolerances
Vinyl records are manufactured using heat and pressure, and minor movement or slight warping can occur during manufacturing, packing, or shipping.
A record is generally considered acceptable if:
- It plays through without skipping;
- The stylus tracks correctly;
- There is no audible distortion caused by the record;
- The warp does not affect playback.
Minor edge warp, slight dish warp, or visible movement that does not affect playback is usually not considered a fault.
If a warp causes skipping, tracking issues, or audible playback problems, please contact us with a clear video so we can assess the issue.
New Sealed Records
All new records are supplied sealed as received from our distributors and suppliers. We do not open or pre-check new sealed records before dispatch unless specifically stated.
Opening sealed records would change their new condition, introduce handling risk, and does not reflect how new records are supplied to us.
If a sealed record arrives with a genuine pressing fault or playback issue, please contact us and we’ll assist in line with this policy and Australian Consumer Law.
Second-Hand, Rare & Collectable Records
Second-hand, rare, and collectable records are sold based on the condition information provided in the product listing. Please check the condition notes carefully before purchasing and contact us before ordering if you would like more information.
These items may show age-related wear, cosmetic marks, sleeve wear, surface noise, or other characteristics consistent with their listed condition.
Change of mind returns are generally not accepted for second-hand, rare, or collectable records unless approved by us. However, if an item has been incorrectly described, misgraded, damaged in transit, or has an issue not disclosed in the listing, please contact us and we’ll work with you on a fair resolution.
Official Band Merchandise
For T-shirts, hoodies, and other apparel, please check the size chart carefully before purchasing.
Change of mind exchanges or returns may be accepted within 28 days of delivery, provided the item is unworn, unwashed, unused, and in original condition with tags and packaging where applicable.
The customer is responsible for return shipping for size changes or change of mind returns.
How to Start a Return or Claim
- Email admin@heathenrecords.com.au with your order number.
- Include a brief description of the issue.
- Attach clear photos and/or a short video where relevant.
- Wait for us to assess the issue and confirm the next steps.
- If a return is required, pack the item securely to prevent damage in transit.
Please do not send items back without contacting us first, as this may delay the resolution.
Refunds, Replacements & Store Credit
Once a returned item is received and assessed, we’ll process the agreed remedy as soon as possible.
Depending on the situation, this may be a replacement, refund, store credit, exchange, or partial refund.
Refunds are generally processed back to the original payment method.
Australian Consumer Law
Nothing in this policy is intended to limit your rights under Australian Consumer Law. If an item has a major fault or does not meet consumer guarantees, you may be entitled to a repair, replacement, refund, or other remedy as required by law.
Contact Us
For returns, faults, damaged items, or order issues, please email us at admin@heathenrecords.com.au.
We’re always happy to help and will do our best to resolve genuine issues fairly.