Waxline is a marketplace. Some records are sold by registered businesses (record stores, professional dealers) and others by private collectors offloading parts of their personal collection. Your right to return a record depends on which type of seller you bought from. The seller type is shown on every listing, in checkout and in the order confirmation.
Buying from a business seller
Under EU Distance Selling rules (Article 6:230o BW) you have a 14-day cooling-off period starting the day after you receive the parcel. Within those 14 days you can change your mind for any reason — the record doesn't groove the way you hoped, the cover scuffed in shipping, you ordered the wrong pressing — and send it back for a full refund.
Once we and the seller receive your return and verify it's in the agreed condition, the refund is processed within 14 days via the original payment method.
How to return — three steps
- Fill in the return form included in your parcel. Returns without a completed return form can't be processed — it's how we link the parcel back to your order.
- Pack the record carefully (in original, unused condition, including all accessories and inserts) in the original shipping mailer or a comparable rigid record mailer, so it arrives undamaged.
- Drop the parcel at any PostNL service point and add the tracking number to your order page via Start return. Returns travel at your cost unless the item arrived damaged or not as described — in which case we cover shipping both ways.
When the right of return lapses
Vinyl is treated under Dutch law the same as sealed audio media. The 14-day cooling-off period does not apply once the product has been used, opened or damaged — concretely:
- the factory shrink-wrap on a sealed record has been broken;
- the record has been played;
- the sleeve, jacket, inserts or accessories are damaged;
- identifying stickers, hype stickers or barcodes have been removed;
- the parcel arrives back without the included return form.
These rules mirror what every European vinyl retailer applies — they protect sellers from receiving used inventory and protect buyers from receiving used inventory sold as new.
Buying from a private (hobby) seller
Records sold by private collectors are second-hand goods sold between consumers. Under EU consumer law there is no automatic right to return a record bought from a private seller — the same as buying via Marktplaats or eBay's consumer-to-consumer side. The seller type is always disclosed before you check out, so you know which rules apply.
That doesn't mean you're on your own. Every Waxline order is covered by our Buyer Protection programme — if a record arrives damaged, mislabelled, or in a worse condition than the listing claimed, you can open a dispute from your order page within 7 days of delivery. We review the case, refund the difference, or pull a full refund through escrow if the seller is at fault.
Defective on arrival
Regardless of seller type — if the record arrives broken, warped, or with a manufacturing defect, you're protected. Open the order page, hit Report issuewithin 7 days, and we'll resolve it. No return form needed for breakage in transit; we just need photos.
Customer service
Email hello@waxline.eu with your order number (WX-…) and we'll come back within one business day.
This page describes our policy for orders shipped within the EU. Returns from outside the EU are reviewed case by case — please email us before sending the parcel.