Refund policy

Refund and Returns Policy

Change-of-mind returns

If you are a consumer buying online, you may cancel all or part of your order without giving a reason.

You must tell us that you wish to cancel within 14 days of receiving your order. To request a return, email info@deepgems.store with your order number and details of the item or items you wish to return.

After notifying us, you must return the items within a further 14 days.

Please contact us before sending a return so that we can provide the relevant return instructions and identify your parcel when it arrives.

Condition of returned items

All products sold by Deep Gems are pre-owned. Items may therefore show signs of previous ownership, use or age, as described on the relevant product page.

Returned items must be the same copies originally supplied and should be returned in the condition in which they were received, together with any sleeves, inserts, cases or other components included with the order.

You may inspect an item as you reasonably would in a physical shop. We may reduce the refund if the item has been handled beyond what is reasonably necessary to inspect it and its condition or value has been reduced as a result.

Product condition and grading

Pre-owned vinyl records, CDs, sleeves, cases, inserts and packaging are sold according to the condition information and grading displayed on the product page.

Minor wear or characteristics that were clearly disclosed in the product description, photographs or grading will not ordinarily mean that an item is faulty or not as described.

This does not affect your rights where an item materially differs from its advertised description or grading.

Return postage for unwanted items

You are responsible for the cost of returning an item when you have changed your mind.

We strongly recommend using a tracked and appropriately insured postal service. You are responsible for the returned item until it reaches us, and we cannot refund an item that is lost during return delivery.

Please package records and other items securely to prevent damage in transit. Where reasonably possible, use the original postal packaging or packaging that offers equivalent protection.

Please include your order number inside the parcel so that we can identify and process your return promptly.

Returns should be sent to:

Deep Gems
5 Chestnut Road
Eaglescliffe
Stockton-on-Tees
TS16 0BA
United Kingdom

Original delivery charges

If you cancel and return your full order under your statutory cancellation rights, we will refund the price of the returned items and the cost of our least-expensive standard delivery option.

If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order, the original delivery charge will not normally be refunded unless the delivery charge would have been lower had you originally ordered only the items you kept.

Return-postage costs are not refunded for change-of-mind returns.

Faulty, damaged, incorrect or misdescribed items

Please inspect your order when it arrives and contact us as soon as reasonably possible if:

  • the item was damaged during delivery;

  • you received the wrong item;

  • the item is materially different from its advertised description or condition grading; or

  • the item has a fault that was not disclosed before purchase.

Email info@deepgems.store with your order number, a description of the issue and, where helpful, photographs or video showing the item, its packaging and the issue concerned.

Where an item is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include a refund, replacement where available, or reimbursement of reasonable return-postage costs.

Because many of our products are individual pre-owned copies, an identical replacement may not be available.

Nothing in this policy limits or excludes your statutory consumer rights.

Sale and discounted items

Sale and discounted items have the same statutory cancellation and consumer rights as full-price items.

The fact that an item was discounted because of a clearly disclosed condition issue does not affect your rights if the item materially differs from that description.

Gift cards

Gift cards are normally non-refundable once used or partially used. Any cancellation or refund rights that apply by law remain unaffected.

Exchanges

We do not operate a direct exchange service.

To purchase a different item, please return the original item in accordance with this policy and place a separate order. As most of our stock consists of individual pre-owned copies, we cannot guarantee that another copy will be available.

Refunds

We will notify you when your return has been received and inspected.

Where a refund is due, it will be made to the original payment method without undue delay and no later than 14 days after we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

Your bank or payment provider may take additional time to display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact info@deepgems.store.

International customers

Customers outside the United Kingdom may have additional mandatory cancellation or consumer rights under the laws applicable in their country.

Nothing in this policy is intended to remove any mandatory rights that apply to your purchase.

Contact

For questions about cancellations, returns or refunds, contact:

Deep Gems
Email: info@deepgems.store
Address: 5 Chestnut Road, Eaglescliffe, Stockton-on-Tees, TS16 0BA, United Kingdom