Defective products

 

General Definition of Defective Products

In general, products are considered defective if damage is detected that occurred during transport, or if the products have a serious manufacturing defect. In such cases, the buyer (hereinafter “customer”) is entitled to a refund.
Below are the possible scenarios and the corresponding return conditions:

1. Damage to the shipping package

We always dispatch products in perfect packaging condition.
If, upon receipt, the customer notices tears, dents, or compression on the cardboard shipping package, we advise the customer not to open the package immediately.

The customer should take photos while the package is still sealed and contact us immediately.
If the customer receives the package outside customer‑service hours, we ask them to wait until they can contact us later.

In cooperation with the customer, and depending on the condition of the package, the package will be opened on video, so that if the damage has affected the product itself, we have evidence to request compensation from the courier company.

If the products are indeed damaged, the customer will re‑pack them in the original packaging and, after coordination, we will send a courier employee for free pickup.
Once the items reach us, we will issue a full refund (product value + shipping cost).

If the damage to the packaging has not affected the products, the customer is not entitled to a refund.
However, the photos of the packaging are very useful to us for preventing similar incidents in the future.

2. Intact shipping package, but visible damage to the product before unsealing

a) Vinyl records

All our vinyl records are new and sealed in their factory shrink‑wrap.
If there is any tear in the shrink‑wrap, this is clearly stated in the product description before purchase.

There may also be marks on the record cover, labels, or stickers from factory handling, or small marks from transport between the factory and distribution centers.
We make every effort to describe such visible marks in detail before listing the product, so the customer is informed before ordering. Minor factory marks of minimal size and depth are considered normal for a new product and are not listed. Any noticeable wear on the outer sleeve that was disclosed to the customer before ordering is not considered a defect eligible for a refund.

b) CDs

All our CDs are new, and almost all are sealed in factory shrink‑wrap.
In the rare case that a CD is unsealed or has visible wear on its cardboard or plastic case, we provide a detailed description on the product page before purchase.

Any noticeable wear on the CD case that was disclosed to the customer before ordering is not considered a defect eligible for a refund.

Damage to CD cases during transport can occur.
The most common issue is a broken jewel case, even when the shrink‑wrap is intact.
The package may be dropped or hit without visible external damage, and the customer may discover the issue only after opening it.

In this case, the customer must contact us at contact@musicworks.gr, providing:

  • The order number and the damaged CD title.
  • Photos of the damage

Once the damage is confirmed, we will either refund the replacement cost of the plastic case (€1) or send a new case with the customer’s next order.

c) Fragile record accessories, mugs

If the customer receives fragile items (e.g., mugs, plastic record accessories, vinyl‑cleaning fluid bottles) broken, even though the shipping package is intact, they must contact us immediately at contact@musicworks.gr, providing:

  • The order number and the damaged items 
  • Photos or video of the damage

Once the damage is confirmed, we will refund the amount paid.
If the original shipment contained only the defective item, we refund the item value plus shipping.
If the shipment contained additional items, we refund only the value of the defective item.

3. Intact shipping package, intact product packaging, but factory defects (vinyl or CD)

a) Vinyl records

Vinyl production involves multiple stages, many of which are still manual.
As a result, the final product is not always 100% flawless. A vinyl record may show:

  • Warping
    Minor warping (slight vertical or lateral tonearm movement) is common and usually harmless.
    It is considered a defect only if it causes skipping or audible errors.

  • Scratches and marks
    Light marks or very light scratches are common and usually inaudible.
    A defect is considered only when a scratch is deep enough to cause noise or playback issues.

  • Surface noise
    Dust, residue, or particles from production may remain on the record.
    These affect playback but can be removed with a cleaning brush or cleaning fluid.
    We recommend cleaning all records before first play.

  • Color inconsistencies
    Vinyl colors shown in manufacturer photos may differ from the actual product.
    We do not guarantee color matching.
    Color variations are not considered defects eligible for refund.

Summary

If the vinyl record has scratches, dents, or warping that affects playback, it is considered defective and the customer is entitled to a refund.

The customer must contact us at contact@musicworks.gr, providing:

  • Order number
  • Album title and artist
  • Description of the defect
  • Photos or video of the defect

Once the defect is confirmed, and after coordination, we will send a courier employee for free pickup.
The returned item must include the vinyl exactly as received, with intact sleeve and all inserts.

Refund conditions:

  • If the original shipment contained only the defective item → refund includes item value + shipping.
  • If the shipment contained additional items → refund includes only the item value.

b) Defective CDs

CDs very rarely have manufacturing defects, except for occasional discoloration on the reading side or misprints in the booklet.
Such issues do not affect audio playback and are not considered defects eligible for refund.