# Refunds and Returns Policy
**Last updated: February 2026**
We want you to love your Hidden Mantra purchase. If you’re not completely satisfied, we’re here to help.
## Damaged or Defective Items
If your item arrives damaged, defective, or incorrect:
1. **Contact us within 7 days** of receiving your order
2. **Email** [your-email@hidden-mantra.co.uk] with:
– Your order number
– Photos clearly showing the damage or defect
– Description of the issue
3. **We will:**
– Arrange a replacement at no cost to you
– Or issue a full refund, including original shipping costs
– Provide a prepaid return label (UK only)
**Common issues we consider damaged/defective:**
– Broken or cracked cases
– Severely warped vinyl
– Discs that skip or won’t play
– Wrong item sent
– Items damaged in transit
## Vinyl Records – What’s Normal?
Please note that minor imperfections are normal for vinyl and **not considered defects**:
– Light surface noise or occasional pops
– Minor cosmetic blemishes on the vinyl that don’t affect playback
– Slight sleeve corner wear from shipping
– Minor seam splits less than 1 inch
If you’re unsure whether an issue qualifies as defective, contact us with photos and we’ll assess it.
## Change of Mind Returns
### Unopened Items
– **Return window:** 14 days from receipt
– **Condition:** Item must be unopened and in original packaging
– **Shipping:** Buyer pays return shipping
– **Refund:** Full purchase price (shipping not included)
### Opened Items
We cannot accept returns on opened items due to hygiene and copyright reasons, unless the item is damaged or defective.
## How to Return an Item
1. **Email us first:** [your-email@hidden-mantra.co.uk]
– Include your order number and reason for return
– Wait for our return authorization
2. **Pack securely:**
– Use original packaging if possible
– Protect items from damage during return shipping
– Include a note with your order number
3. **Ship to:**
[Your Return Address]
[City, Postcode]
United Kingdom
4. **Tracking:**
– We recommend using tracked shipping
– We are not responsible for items lost in return transit
## Refund Processing
– **Timeframe:** Refunds processed within 5-7 business days of receiving the returned item
– **Method:** Refunds issued to original payment method (PayPal)
– **Notification:** You’ll receive an email confirmation when your refund is processed
– **Bank processing:** Allow 5-10 business days for the refund to appear in your account
## Non-Refundable Items
The following items cannot be returned or refunded:
– Digital downloads (if applicable)
– Items marked as “Final Sale”
– Items returned without authorization
– Items damaged due to misuse or normal wear
## Lost or Stolen Packages
We are not responsible for packages lost or stolen after they’ve been confirmed delivered by the postal service. Please:
– Check with neighbors
– Contact your local post office
– File a claim with the carrier if insured
For high-value orders, we recommend requiring a signature at delivery.
## Pre-Orders and Limited Editions
– **Pre-orders:** Can be cancelled for a full refund up until the item ships
– **Limited editions:** All sales are final once the edition sells out
– **Delays:** If a pre-order is significantly delayed (30+ days past estimated ship date), you may cancel for a full refund
## International Returns
For international orders:
– Returns must be authorized by us first
– Buyer pays return shipping
– Mark packages as “Returned Goods” to avoid additional customs fees
– We are not responsible for customs fees incurred on returns
## Exchanges
We do not offer direct exchanges. If you’d like a different item:
1. Return your original item for a refund (if eligible)
2. Place a new order for the item you’d like
This ensures you don’t miss out if the item you want sells out during the return process.
## Contact Us
Have questions about returns or refunds?
**Email:** hello@hidden-mantra.co.uk
**Response time:** We typically respond within 24-48 hours (weekdays)
We’re here to help make things right.
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**Note:** This policy applies to purchases made directly through hidden-mantra.co.uk. For purchases made through third-party platforms (e.g., Bandcamp), please refer to their respective refund policies.