Terms Of Service
Returns, Refunds & Pre-Order Policy
Returns & Right to Cancel
EU Customers ONLY: Change of Mind (Online Orders)
If you purchased online, you have a legal right to change your mind and cancel your order. This is subject to some conditions, as set out below.
You must notify us at hello@mandatorymusic.com.au no later than 14 days after the day your goods are delivered.
Conditions & Exclusions:
Sealed Media: In accordance with health and safety and copyright regulations, we cannot accept returns for sealed audio or video recordings (such as vinyl records or CDs) once they have been unsealed after delivery.
Digital Goods: You cannot change your mind regarding digital downloads or streaming content once the download or stream has commenced.
Product Condition: If you handle goods in a way that would be unacceptable in-store, we reserve the right to reduce your refund to compensate for the reduced value. This includes removing price tags, damaging branded packaging, or returning items that are not in "as new" condition.
Non-EU Customers: Cancellations & Restocking Fees:
We do not offer cancellations for "Change of Mind" if you are outside of the EU.
If we do accept an order cancellation, you have until your order has been fulfilled or up to 30 days after purchase (whichever is earliest). Please note that a restocking fee applies to all cancelled orders. This fee covers the non-refundable transaction costs we incur when your order is placed, as well as the administrative costs involved in sourcing your goods from suppliers or transferring stock to our warehouse.
How to Return:
Notify Us: Email hello@mandatorymusic.com.au within the 14-day or 30 day window.
Ship the Item: You must return the goods (including any free gifts provided) within 14 days of notifying us. You must forward tracking information for your return parcel.
Return Costs: Returns are at your own expense. We strongly recommend using an established delivery service with tracking. Please retain your proof of postage; if the item is not received and you cannot provide proof of sending, a refund will not be issued.
Refund Processing: We will refund the price paid for the goods plus standard delivery costs (express or timed delivery surcharges are non-refundable). Refunds are processed via your original payment method within 14 days of us receiving the goods back or receiving evidence of your return shipment.
EU/EEA Residents (GPSR Compliance): For customers located within the European Union, these policies are managed in strict adherence to the General Product Safety Regulation (GPSR). We ensure full transparency regarding manufacturer and "Responsible Person" contact details. In the event of a safety-related recall, customers will be notified directly and provided with appropriate remedies at no additional cost.
Faulty or Damaged Vinyl
If your vinyl record arrives warped, cracked, or otherwise unplayable, please contact us within 14 days of receiving your order at hello@mandatorymusic.com.au.
To assess the issue, please provide a clear video showing:
The record being played on your turntable (your brand of turntable must be visable), and
The playback issue (e.g., skipping, sticking, or distortion).
Once we review your submission:
If the record is found to be faulty, we will offer either a replacement (subject to availability) or a full refund.
If the issue cannot be reproduced or appears to be related to your equipment, no refund or replacement will be issued.
Please note:
A small degree of warp is common and usually does not affect playback. If your vinyl record has signs of being warped but playback is unaffected, no refund or replacement will be issued.
Minor cosmetic imperfections such as surface marks or label bubbles are part of the vinyl manufacturing process and do not qualify as faults.
Colour variants may differ slightly from online images due to unique pressing and pigment variations — this is not considered a defect.
We strongly recommend using a fully adjustable turntable (with tonearm weight, anti-skate, and height controls).
We do not offer refunds or replacements for playback issues experienced on non-adjustable players such as Crosley, Fenton, Flea Market, or similar models. Please clearly show your player in your submitted video.
Damaged Jackets
If your jacket (sleeve) arrives split or torn, please email us with clear photos within 14 days of receipt.
We may issue a replacement jacket (subject to availability), partial refund or store credit for the value of the jacket portion of your order.
Please not that shipping fragile items such as vinyl records occassionaly end in partial cosmetic damage.
Damaged Merch
If your merch arrives damaged, please contact us within 14 days of receiving your order at hello@mandatorymusic.com.au.
Please include images of your damaged order items for internal review.
Once we review your evidence, we will either issue you a refund for your damaged item/s, a replacement (if available), or store credit.
Refunds (if applicable)
Once your claim is reviewed and approved, your refund will be processed to your original payment method.
Please allow several business days for your bank or payment provider to finalise the transaction.
Pre-Orders
Pre-order vinyl titles are often limited edition and occasionally subject to supplier shortages or production delays.
If our supplier is unable to fulfil your order:
We will notify you as soon as possible, and
You will receive a full refund for any unfulfilled item(s).
In cases where stock is limited:
Orders will be fulfilled in the order they were received.
Multiple-copy orders may be reduced if necessary to ensure fair allocation.
Incorrect Items
If your order includes incorrect items, please notify us within 14 days of receiving the order.
We will issue you a returns postage label, and once item is recieved at our warehouse, we will ship the correct items.
Please note that release dates may change due to manufacturing delays, but we’ll keep you updated wherever possible.
Contact Us
For all refund or damage review requests, please email:
hello@mandatorymusic.com.au
Include your order number, photos/videos, and a short description of the issue so we can review your case quickly.
Changes To Terms Of Service
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.
Contact and EU General Product Safety Regulation (GPSR) Information
Questions about the Terms of Service should be sent to us at hello@mandatorymusic.com.au
Our Site is operated through Mandatory Music Pty Ltd (AUS). We are registered in Australia under ABN 87 653 917 223. You can write to us at our Australian office; 43 Rainford St, Surry Hills, NSW 2010 AUSTRALIA.
For any vinyl product safety related inquiries or concerns, please contact our EU representative at support@redskyeurope.com
You can also write to our EU representative at RedSky Europe, 11 Patrick Street, Kilkenny, Ireland, R95 VNP4.
For apparel merch, in compliance with the General Product Safety Regulation (GPSR), Mandatory Music and SINDEN VENTURES LIMITED ensure that all consumer products offered are safe and meet EU standards. For any product safety related inquiries or concerns, please contact our EU representative at gpsr@sindenventures.com.
You can also write to us at Markou Evgenikou 11, Mesa Geitonia, 4002, Limassol, Cyprus.