// Refund policy

All sales are final

Each record is a limited or single copy with no guaranteed replacement, so we do not accept returns or refunds for change of mind, or for any reason other than those below.

24 hours

To report an issue

From delivery, with photos and your order number

3 days

To ship a return back

Approved returns only, in original condition

7 to 14

Business days to refund

Reviewed and processed after approval

1 hour

To cancel an order

In-stock orders, or until it is packed

// 01

When we accept a return

The item arrives damaged

It does not match its listed description or stated condition

It is faulty in a way the listing does not state

You receive a different item from the one you ordered

// 02

Sealed items

SEALED

Sealed items are non-refundable unless they arrive damaged or have a factory fault that affects play.

NOT COVERED

Cosmetic marks inside the shrink wrap: corner dings, seam splits or light scuffs.

FACTORY FAULTS WE CLAIM

We raise a claim with our supplier and pass the outcome on to you: a replacement, a refund or store credit, depending on what the supplier grants.

SkipsWarp that stops playbackHeavy pressing noiseWrong record inside

// 03

How to make a claim

Report within 24 hours
Send clear photos and your order number. For faults that affect play, include a short video of the fault.
Keep the original packaging
We may need to inspect it.
Ship it back within 3 days
Approved returns go back in their original condition.

// 04

Resolution and refunds

Once your claim is approved, we offer the fix that fits the case:

Replacement (when another copy exists)Partial refundFull refundStore credit

Paid by card or wallet: Refunded to the original payment method.
Cash on Delivery: Refunded to a debit or credit card, or via InstaPay, Telda or mobile wallet on request. It can also be added as store credit.
Timing: Reviewed and processed within 7 to 14 business days of approval.
Shipping fees: Original shipping fees are refunded only when the issue was our error.

// 05

Prices, codes and cancellations

Prices and promo codes

Prices on the site are fixed. Discounts apply only through a live store campaign or a valid code entered at checkout, and cannot be added to an order after it is placed.

Order cancellations

In-stock orders can be cancelled within 1 hour of placing the order, or until it is packed. After that, the order is being prepared and cannot be cancelled.

// 06

Custom orders and pre-orders

Deposit: 50% of the quoted price, paid before sourcing begins.
Quote: An estimate, since exchange rates, customs fees and supplier prices move. If the final price shifts by more than EGP 500 either way, we confirm with you before going ahead.
Balance: Paid by InstaPay, Telda or bank transfer before dispatch.
Cancellation: Once sourcing starts, a custom order cannot be cancelled or refunded.
Condition: Custom orders are bought new and sealed unless agreed otherwise, and the sealed-item terms above apply.
Pre-orders: Cancel for a full refund within 48 hours of placing it, if it is delayed more than 30 days past the date shown, or if the release is cancelled. Once it ships, it is treated as any other sale. Full terms in the Shipping Policy.

Events beyond our control. Customs holds, courier disruptions, natural disasters and government action can delay or stop an order. Those delays do not count as a failure on our side. We keep you updated and ship as soon as it is possible again.

Need to make a claim?

Write to madcitygrooves@gmail.com with your order number, photos and, for play faults, a short video.