Defective products

Generally, products are considered defective if they are found to have damage incurred during transport or have a serious manufacturing defect. In this case, the buyer (hereinafter "customer") is entitled to a refund. Below are the possible cases and return conditions:

1. Damage to the shipping packaging

From our side, the product packaging leaves in perfect condition. If, upon receipt of the product, the customer finds tears, dents, or compressions of the cardboard shipping packaging, we urge the customer to not open the package immediately. We ask the customer to take photos while the packaging is still closed and contact us immediately. If the customer receives the package during hours when customer service is not available, then please wait until they can contact us during the next available hours.

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

If the products have been damaged, the customer will repack the products in their original packaging and, after consultation, we will send a courier employee to collect them free of charge. Once they arrive at our premises, we will fully refund the customer the amount paid (product value + shipping costs).

If the damage to the packaging has not affected the products, then the customer is not entitled to a refund. However, the photos of the packaging will be very useful to us, to prevent such incidents in the future.

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

a) Vinyls

All our vinyls are new, sealed in their factory plastic wrap. In the event of a tear in the plastic wrap, this is clearly stated in the product description before the customer proceeds with the purchase. There may also be marks on the record cover or on the labels or on any stickers from their factory packaging. There may also be small marks that occurred during transport from the factory to the distribution chains. For the distinct marks mentioned above, we try to provide a detailed description of them before the products are posted for sale, so that the customer is aware of the item's condition before placing an order. Factory marks of minimal size and depth are within the normal range for a new product and are not mentioned in the description. Any noticeable wear on the outer cover for which the customer was aware before ordering the product is not considered a defect for which the customer can claim a refund due to a defective product.

b) CDs

All our CDs are new, and almost all are sealed in their factory wrap. In the rare case that the CD is not sealed or has visible damage to its cardboard or plastic case, we have made a detailed description of this on the product's sales page, so that the customer is aware of the item's condition before placing an order. Any noticeable wear on the CD case for which the customer was aware before ordering the product is not considered a defect for which the customer can claim a refund due to a defective product.

Cases of damage to CDs during transport can occur. The most common damage is for the plastic CD case (jewel case) to break, while the factory wrap is still intact. The package may be hit or dropped from a height without damaging the outer packaging, and the customer may discover the damage after opening the shipping packaging. In this case, the customer must contact us at the email address contact@musicworks.gr stating:

• The order number and the CD that has the damage
  
• Photos of the damage

When the damage is verified, we will refund the customer the cost of replacing the plastic case, which is 1 euro, or we will mail a new plastic case with their next purchase.

c) Fragile record accessories, mugs

If the customer discovers that even though the shipping packaging is intact, they received broken fragile items they ordered, such as mugs, plastic record accessories, bottles of vinyl cleaning liquids, etc., then the customer must immediately contact us at contact@musicworks.gr stating:

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

When the damage is verified, we will refund the customer the amount paid. If the initial shipment from us contained only the defective product, then the customer will be refunded the value of the item along with the shipping cost. If the initial shipment from us contained other items besides the defective product, then only the value of the item will be refunded to the customer.

3. Intact shipping packaging, intact product packaging, but there are manufacturing defects (vinyl record or CD)

a) Vinyl record

The vinyl production process goes through various stages and has largely remained the same for decades. Also, human intervention occurs at various stages of manufacturing. This results in the final product not always being 100% perfect. A record may exhibit:

-Warps
Small warps (slight up and down or lateral movements of the turntable's tonearm) are common and usually not a problem. A manufacturing defect is considered when a warp is so severe that it causes the tonearm to skip or audible errors.

-Scratches and Marks
Light marks and very light scratches are common on new records, usually during their packaging. Although they may be aesthetically displeasing, they are usually not audible. A defect is considered when a scratch is so deep that it causes noise or audible errors.

-Surface Noise
Records are manufactured in environments that may not be clean. Dust, dirt, residues from the production process may be present in the final product. These specific pollutants on the surface of the records affect the acoustic result, but they are easily cleaned with a special record cleaning brush or a special liquid cleaner. We recommend that our customers clean all records before the first playback.

-Color Inconsistency
The photos of vinyl records, as presented by the manufacturing companies, may show different colors from reality. We do not guarantee that the color of the record will match these photos. These color differences are not considered a defect for which the customer can claim a refund due to a defective product.

In summary:

If the vinyl record you purchased has scratches, dents, or bumps that affect the acoustic result, then this is considered a defect and the customer is entitled to a refund. In this case, the customer must contact us at the email address contact@musicworks.gr stating:

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

Once we confirm the defect and after consultation, we will send a courier employee to collect it free of charge. The item to be returned must contain the vinyl exactly as the customer received it, with the cover intact and all inserts it may contain. When the damage is verified, we will refund the customer the amount paid. If the initial shipment from us contained only the defective product, then the customer will be refunded the value of the item along with the shipping cost. If the initial shipment from us contained other items besides the defective product, then only the value of the item will be refunded to the customer.

b) Defective CD

A CD very rarely exhibits manufacturing defects, apart from some cases of discoloration on the reading side or defective printing of texts in the inserts. Such manufacturing errors do not affect the performance of music playback and are not considered a defect for which the customer can claim a refund due to a defective product.