The Cleopatra team puts a lot of hard work and effort into our products and ensuring you have a great shopping experience . We wish all delivers would arrive with zero issues but, that would be very difficult. We hope you don’t have issues with your products, but there may be times when you’ll receive a package and that something isn’t quite up to par. Here are the most common types of damages and our general process for handling them.
Most common issues
Issues affecting sound quality or playback including:
- Scratches or scuffs that cause your needle to skip
- Excessive noise, whooshes, or pops
- Significant warpage (warped)
- Locked grooves that prevent the needle from advancing beyond a certain point
We prioritize these issues and will send replacements when necessary (and while stock is available).
Some of these things are normal and are not considered to be damaged. If you are ever unsure, please email us and we’ll help determine what’s normal and what’s not.
Cosmetic issues including:
- Seam splits (on the jackets, internal sleeves or clear sleeves)
- Dinged or bent corners
- Miscellaneous print defects and other imperfections
While it’s never ideal to receive products with minor cosmetic damages, we generally do not replace for these types of issues (unless it is severe).
Replacements/Exchanges can only be made with items purchased directly from our web stores.
How we approach replacements
Most everything we produce is limited in quantity so we, unfortunately, are unable to replace everything. That said, we do hold some stock to send as replacements when warranted.
Generally speaking, we will replace things when the playback is impacted, or if cosmetic damage is severe (meaning, if something is crushed or damaged in multiple places).
- 15 Day Return/Exchange Policy for all items from the day item is delivered.
- Some items can not be returned if they are opened. These include cds, dvds, and vinyls.
- Merchandise that has been worn, used, or altered will not be accepted for return or exchange
- Customers may encounter a return fee of 2.9% + $0.30.
- Shipping & Handling is non-refundable.
How to request a replacement
If you receive something that is damaged and would like to request a replacement, please submit a replacement request through this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new
Once received, we will review and get back to you with the next steps.
11041 Santa Monica Blvd.PMB. #703
Los Angeles, CA 90025
If an item purchased from Cleopatra Records is in new condition, you may exchange your item for a different one. You will not be subject to a restocking fee in this case, but you still will have to pay shipping costs. Items will only be accepted for exchanges if the process is initiated within 15 days of when the product is received.
Item must be returned to Cleopatra Records before any exchange or replacement can be shipped back to the customer.
Sometimes you might receive an item that is not to your liking (outside of damages). We do accept returns on our CDs/DVDs/Vinyl. The customer will need to cover the return shipping costs and will also encounter a return fee of 2.9% + $0.30. Items will only be accepted for returns if the returned process is initiated within 15 days of when the product is received.
Damages + Returns FAQ’s:
How long do I have to return a product for a refund or exchange?
We have a 15 day return/exchange policy for all items from the day the item is delivered. Once the customer receives a return label from one of our representatives, the customer has 5 days to ship the item(s) back to us. Otherwise, the return label will be voided and returned/exchange cancelled.
I received a damaged item and requested a replacement. Should I return the damaged copy?
Before sending back a damaged item, please make sure to contact us using this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new. Once your return/exchange is approved, we’ll let you know how to send back the damaged item back to us.
I was sent the wrong item, Is there a return label that I can receive to send them back?
While this rarely happens, sometimes you may receive the wrong item or one that you never ordered. Do not panic! Send us an email using this form: https://cleopatrarecords.zendesk.com/hc/en-us/requests/new, and we will sort everything out. As far as the item received in error, just hold onto them. Once you contact us, we’ll let you know the next steps.
Bauhaus Book returns/exchanges:
Some copies of this book may have small, minor blemishes. There are no exchanges or returns. All sales are final.
Splatter Vinyl Disclaimer:
Some splatter vinyl may experience minor noise issues caused during the manufacturing process. This is due to the splatter color and the melting PVC to get it to splatter. It must be done at a different temperature than the base. Exchanges can be made with splatter vinyl that has a major defect only.
Cleopatra Records is not responsible for any VAT/Customs fees you may encounter. Any orders/packages returned due to VAT or customs fees not being paid by the customer will be canceled and partially refunded (Shipping costs will not be refunded).