Return Policy - Online & In-Store
What is your return policy for online purchases on Ziarecords.com?
Ziarecords.com will accept any unopened or defective return within 30 days of purchase. To return an item, we request that customers please contact Zia directly within 30 days of delivery to set up the return. Please email us at weborders@ziarecords.com.
Non-Defective Items
If the customer changes their mind or is dissatisfied with their purchase and it hasn’t been opened yet, Zia will refund the full value/purchase price of the item. However, we cannot offer a refund for the shipping cost of these orders. Returns are issued to the original payment method. If the original payment method is no longer available, customers will be refunded in the form of store credit to their web account.
Defective Items
If the item purchased has a manufacturer defect, we can replace the item or issue a refund for the item and shipping cost. Zia Records will coordinate and send additional information directly to the customer in the case of a non-working, damaged, or otherwise incorrect product.Returns are issued to the original payment method. If the original payment method is no longer available, customers will be refunded in the form of store credit to their web account.
Pre-Owned Vinyl
All pre-owned vinyl listed on our website has been quality checked with the condition ranging from Good to Near Mint. We have a wide variety of barely played in print records to some that are decades old. Zia will send out condition emails for all pre-owned vinyl purchased online. The condition email will describe the exact wear and tear on the outside jacket/sleeve as well as the record itself (if any). As stated in our “Note For All Vinyl Customers” in our FAQ, we will not be able to accept returns or issue partial refunds for cosmetic damage. If your pre-owned record has arrived defective (warped or skipping that is affecting playback, etc), we will be happy to assist you with a return. Please email us at weborders@ziarecords.com.
*Customers must return their online purchases by mail – Zia does not accept online returns at our physical store locations.
What about Pre-Orders & Special Orders for exclusive and limited edition vinyl?
Due to the ever-increasing complications of the vinyl industry, Zia Records cannot guarantee each order placed until after confirmation is made with labels and distributors, which may occur up to a few weeks after your order is placed. Placing a special order with us usually means we'll be able to get exactly what you're after, but production delays and other complications may prevent us from obtaining your order. We won’t charge your card until we have it stock.
How can I cancel an order?
If you would like to cancel some or all of the items in an order you recently placed, log into our website and visit your "Orders" page. Any items in your order that our stores have not already started fulfilling will have a "Cancel Item" button on the right. Click this button for each item you wish to cancel. Any items without that button available are either currently being fulfilled or have already shipped, and we cannot guarantee a cancellation on these items. However, please contact us at weborders@ziarecords.com or call us during business hours at 623-580-4942 Extension 805 to request your cancellation, and we'll do what we can.
Please note that if cancelling an item in your order brings your order below the free shipping threshold, a shipping charge will be added to your order.
RETURN POLICY – STORE LOCATIONS ONLY
What is the return policy for items purchased at ZIA stores?
We want you to feel good about the things you buy at ZIA, so we're taking away the risk of getting stuck with something you don't like. Here's how our customer insurance/returns policy works.
How long do I have to return something?
If you want to return something you bought, just bring it back to any ZIA location within 7 days of purchase. We will need the original sales receipt to process any returns.
Can I get a refund?
Like most stores, we don't give cash or credit card refunds, but we will exchange your item for something you will like better.
What if I buy something I don't like?
If it's NEW and UNOPENED, or ANY PRE-OWNED ITEM, we will exchange it for something different, or give you store credit for the amount of your purchase.
What if I buy something and it does not work?
We inspect all items before we put them out for sale, but if you buy something defective that will not work, we will exchange it for another copy of the same item.
What if I bought a new item and opened it?
No problem. As long as it's in good condition, we'll give you the current PRE-OWNED sale value of the item for exchange or store credit.
We live in the desert, what about vinyl?
Vinyl albums are fragile and easily damaged in shipping, so we can't guarantee it's going to be in perfect condition. Because of this, all new vinyl returns are subject to manager approval.
Items with minor packaging defects and minor warping will not be accepted for return. Items damaged by heat, sunlight, or mishandling after they leave the store will not be accepted for return. Opened new vinyl that is not defective will be exchanged for the used resale value in credit.
Please see management if you have any questions regarding vinyl returns.
