We have a 30-day return & refund policy, which means you have 30 days after receiving your item to request a refund. Upon acceptance we will issue a refund equal to the value of the product(s) that are eligible for the refund. Return shipping is to be paid by the customer.
To be eligible for a refund, your item must either arrive damaged to where the packaging is broken/open, the product arrives unusable, or you received the wrong item. You’ll also need the receipt or proof of purchase.
If you choose to return an item that does not meet the criteria listed above, then your purchase is no longer eligible for a full refund or a replacement. Any returns sent for ineligible products will not be given a replacement and will only be available for a 50% refund. Products opened by the customer are subject to ineligbility if the item is not damaged inside. Regarding other return claims, we can offer up to a 50% credit of your order to our store.
To start the process for a refund, you can contact us at support@sentinelvinyl.com. Once in contact with our support team, you will need to send proof of the damaged items as well as proof of purchase. If your refund is accepted, we will send you a refund for the eligible products. Or, you can choose to have your item replaced instead of getting a refund.
Some items may not need to be returned to receive a refund. Once you open a claim with our support team, we will let you know whether the item needs to be returned or not. In the case that the item does need to be returned, the customer must pay the shipping fee to ship the item back.
You can always contact us for any return question at support@sentinelvinyl.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and correct the issue.
Exceptions / non-returnable items
Certain situations do not allow for a refund. Examples of this include: if you damaged the items sent, already opened the packaging which resulted in damage, or if you had already begun using the items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept refunds on sale items or gift cards.
Refunds & Cancellations
Refunds for Received Items
We will notify you once we’ve received and inspected your refund claim, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations for Pre-Orders & Backorders
Due to the unpredictable nature of pre-order releases and backorder fulfillment times, we DO NOT charge your payment method at checkout for these items. Instead, we securely retain your payment information and will process the payment once the item has shipped. Prior to shipment, no charges will be applied.
Should you wish to cancel your order or swap to a different item before it ships, you may do so via your account page or by contacting our customer support team.
Any pre-order or backorder items cancelled from an order older than six months ago cannot be refunded, but will instead receive a store credit worth the total order value.