Last updated: September 13, 2026
We want you to be happy with your restored vintage player. This policy explains what we cover, how to start a claim, and what we can and cannot do.
1. Your 15-day cover
You have 15 days from the date of delivery to contact us about a faulty item. Transit damage is handled on a shorter window so that we can claim from the carrier in time:
- Faulty — the player does not work properly, or is materially different from its description.
- Damaged in transit — the parcel arrived damaged. Tell us within 24 hours of delivery (see section 2) so we can raise a claim with the carrier while the shipment is still live in their system.
- Change of mind — the model is not what you expected and you would rather have a different one (see section 4).
2. Faulty or damaged items — repair first, then replacement
Because every unit is a one-off restored piece, our remedy for a fault is repair or replacement rather than a refund:
- Step 1: Email vip@cassettecd.com within 15 days of delivery with your order number, a description of the fault and a short video or photos.
- Step 2: If the fault falls inside your 30-day playback warranty (section 3), we repair the unit or send you an equivalent replacement. If it is outside the warranty but still repairable, we will quote a paid repair.
- Step 3: Pack the item in its original packaging and ship it back to us with tracking. You pay the return shipping; we pay the shipping back to you once it is repaired or replaced.
If your parcel arrives damaged, tell us within 24 hours of delivery with photos of the outer box and the item, and keep all packaging. Reporting it quickly lets us raise a claim with the carrier while the shipment is still live in their system — if you only notice later, get in touch anyway and we will still look after you. This does not affect your statutory rights.
If tracking shows your parcel as delivered but you cannot find it, see section 6 of our Shipping Policy for the steps to follow.
3. Playback warranty — 30 days
- Every framed piece carries a 30-day playback warranty from the date of delivery. If it stops playing correctly within that window, we repair it or replace it, at no cost to you for parts or labour.
- The warranty does not cover damage caused by misuse, drops, water, unauthorised repair, or normal wear of vintage parts.
- After 30 days we no longer service units free of charge, but we can usually still repair a vintage unit for a fee — contact us for a quote. Paid repairs are shipped both ways at your cost.
4. Change of mind — exchange, not refund
If a model is not what you expected, you can exchange it for another model from our collection within 15 days of delivery:
- Exchanges apply to items returned unused, in the same condition they arrived, with all accessories and the frame intact.
- You cover the shipping in both directions and any price difference between models.
- Because every piece is a one-off, please allow us a few days to prepare your replacement.
We do not offer refunds for change-of-mind purchases. Faulty items are handled under sections 2 and 3.
5. Customers in the EU and UK
If you are a consumer in the European Union or the United Kingdom you have a statutory right to withdraw from your purchase within 14 days, without giving a reason. On top of that statutory minimum, we give you one extra day: our own window for fault claims and exchanges is 15 days (see sections 1 and 4). The 14-day period starts on the day after you (or someone you nominate) take physical possession of the goods.
To withdraw, simply tell us by email at vip@cassettecd.com. A clear statement is enough — you do not need to use a particular form. If you prefer, you can use the model withdrawal form in section 8.
- Tell us within 14 days of delivery that you wish to withdraw, then return the item within 14 days of telling us.
- Return the item in the condition it arrived in. We may deduct from the refund for any diminished value caused by handling beyond what is necessary to inspect it.
- You pay the cost of returning the item. Delivery to you was free, so there is no delivery charge to refund.
- We will refund you within 14 days of receiving the returned item, to your original payment method. We may withhold the refund until we have received the goods back.
This does not affect your statutory rights, including your rights if an item is faulty or not as described, and your right to complain to your national consumer protection authority.
6. Refunds
Refunds are issued to your original payment method within 5–7 business days. If an item is faulty and we cannot repair it or supply an equivalent replacement, we will refund you in full, including any shipping you paid.
7. Customs, duties and refused parcels
Import duties and taxes charged by your country are your responsibility — see our Shipping Policy. If a parcel is refused at customs or returned to us undelivered, we will refund the price of the item once it is back with us, but not the outbound shipping we paid.
8. Model withdrawal form
Please complete and return this form only if you wish to withdraw from the contract. Using it is optional.
To: cassettecd, vip@cassettecd.com
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Order number: ____________________
- Ordered on: ____________________
- Received on: ____________________
- Name of consumer(s): ____________________
- Address of consumer(s): ____________________
- Date: ____________________
Signature of consumer(s), only if this form is sent on paper: ____________________
9. Questions?
Email vip@cassettecd.com — we usually reply within 24 hours on business days. This policy forms part of our Terms & Conditions.
