Política de reembolso
At Taioba Discos, we place great importance on maintaining the trust and satisfaction of our international customers. However, due to the inherent complexities involved in international commerce — including but not limited to customs procedures, logistical variables, and differences between national postal services — our refund policy for international orders contains specific conditions and limitations that must be carefully read, understood, and followed in full. We strongly encourage every customer to read each section attentively before initiating any request, as failure to observe the requirements may result in ineligibility for refunds or reimbursements.
1. Contact and Timeframe for Requests
All refund or support requests must be initiated exclusively by contacting our support team via email at support@taiobarecords.com. It is important to emphasize that this contact must occur within seven (7) calendar days from the official date of delivery indicated by the carrier’s tracking system. Requests submitted after this timeframe will, without exception, be considered ineligible.
2. Undeliverable Orders
In the event that an international order is deemed undeliverable — whether due to an incorrect shipping address, absence of the recipient, failure to claim the parcel from the local postal service, or any other reason beyond our direct control — and is subsequently returned to us, only the value of the products themselves will be refunded. It must be clearly understood that shipping fees are strictly non-refundable under these circumstances.
3. Processing Time
All refunds, when approved, will follow a processing period of up to thirty (30) days. This countdown begins only after our team has formally validated the request and confirmed the eligibility of the refund. Refunds will be strictly issued to the original payment method used at the moment of purchase; no alternative methods or third-party transfers will be accepted.
4. Exchanges
Due to the disproportionately high costs of international logistics, as well as the inherent unpredictability of international shipping routes and customs procedures, exchanges are not available for any international orders. This is a non-negotiable policy.
5. Damaged Items
International orders shipped using standard shipping (insured) may qualify for a full refund, including the shipping cost, provided that sufficient evidence of damage in transit is submitted and confirmed. In contrast, orders shipped using economy shipping (uninsured) will only be eligible for refunds corresponding to the product value, excluding all shipping expenses.
For economy shipping, the following conditions apply:
- 100% refund – if the record is rendered unplayable due to breakage or other severe issues that make playback impossible.
- 50% refund – if the record suffers from serious physical damage (e.g., warping, deep scratches, bends) but still allows playback without interruption.
- 15% refund – if the record or packaging shows minor aesthetic damage (such as stains, creases, or small imperfections) that does not affect usability or playback.
6. What qualifies as a defective item
A vinyl record will be considered defective if it presents one or more of the following issues:
On the media (vinyl record):
- Pops, skips, or crackles that affect normal audio playback;
- Warping or bending of the record surface that alters playback;
- Any other alteration that prevents the record from playing according to manufacturer specifications.
On printed materials (sleeve and inserts):
- Permanent stains;
- Tears or cuts;
- Significant creases;
- Any physical damage that compromises the aesthetic integrity of the product.
Not considered defects:
- Surface noise caused by natural wear or pressing characteristics;
- Poor quality of the original recording or master;
- Dust or marks that can be removed with proper cleaning;
- Minor stains or handling signs that do not affect playback.
7. Incorrect Items
In cases where a product different from the one originally purchased is delivered, the following rules apply:
- If the product received corresponds to the same title but differs in terms of descriptive aspects or published images (for example, slight variations in cover art, design, or packaging), a partial refund of 15% will be issued. The product must be retained by the customer in such cases.
- If the product received is entirely different from the purchased item (different title or artist), a full refund of 100% will be issued, provided that the customer agrees to destroy the item upon our request and submits adequate proof of destruction.
8. Lost or Missing Orders
Refund requests due to undelivered or missing parcels may only be submitted after a period of ninety (90) days has elapsed since the official shipping date. This extended timeframe exists to account for considerable and unpredictable delays that may occur during international shipping and customs clearance procedures. Requests submitted prior to the completion of this period will not be considered.
For any additional clarifications, questions, or concerns not explicitly covered within this policy, please contact our support team exclusively at support@taiobarecords.com. Each case will be carefully reviewed, and outcomes will strictly follow the guidelines above.