Returns & Refunds Policy
Thank you for shopping with us. We’re committed to providing quality products and a great experience. Please read the following to understand your rights and how we handle returns, in accordance with UK consumer law.
1. Your Right to Cancel
Under the Consumer Contracts Regulations, you have the right to cancel most online purchases within 14 days of receipt for a full refund.
This applies to:
- CDs and vinyl (if unopened)
- Posters
- Apparel (if not print-on-demand)
- Other physical goods
To exercise this right, contact us in writing within 14 days of receiving your order. After notifying us, you have another 14 days to return the item.
2. Print-on-Demand Apparel (via T-mill)
Our apparel is made to order using a print-on-demand service (T-mill). As such:
- We cannot accept returns or exchanges for unwanted items (e.g., wrong size or change of mind) as these are custom-printed.
- If your item arrives damaged, misprinted, or defective, contact us with a photo and description within 14 days of delivery. We will arrange a replacement or refund in line with T-mill’s policies.
Please check sizing guides carefully before ordering.
3. Vinyl & CDs (via Elastic Stage)
Our vinyl and CD products are fulfilled by Elastic Stage.
- Unopened items can be returned within 14 days of receipt under your cancellation rights.
- Opened vinyl or CDs can only be returned if the item is faulty.
- If you receive a defective or damaged product, contact us within 30 days with a description and photos. We’ll coordinate with Elastic Stage to resolve the issue.
4. Posters and Other Physical Items
- Posters must be returned in original, undamaged condition and packaging.
- Return postage for unwanted items is the customer’s responsibility.
- Damaged or incorrect items will be refunded or replaced at no extra cost.
5. Digital Downloads
Due to the nature of digital goods, all digital downloads are final sale.
By purchasing, you consent to waive your 14-day cancellation period once the download begins, as allowed under the Consumer Contracts Regulations.
If your download is faulty or not working, please contact us for support or a replacement.
6. Refunds
- Refunds are issued to your original payment method.
- Once your return is received and inspected, we’ll process your refund within 14 days.
- Original shipping costs are only refunded if the item is faulty or the entire order is cancelled.
7. Return Shipping
- Customers are responsible for return postage on unwanted items.
- If the return is due to our error or a defective item, we’ll cover the return shipping costs.
We recommend using a tracked service and keeping proof of postage.
Contact Us
To arrange a return or report an issue, email us at hello@stray.music with:
- Your order number
- Description of the issue
- Photos (if applicable)
We’ll respond promptly and ensure you’re looked after.