Return & Refund Policy

At Waxlane Music, every order is handcrafted to order, and we want you to truly love what arrives at your door. If something isn't right, we're here to make it right.

30-Day Money-Back Guarantee

We stand behind every Waxlane player with a 30-day money-back guarantee. If you're not happy with your purchase, simply contact us within 30 days of delivery at support@waxlane.store, and we'll arrange a refund or a replacement. No stress.

Eligibility

To be eligible for a return or refund:

• Your request is made within 30 days of the delivery date.
• For non-personalized products, the item is in its original condition.
• You can provide your order number and, where relevant, a photo of the item.

Damaged, defective, or incorrect items

If your order arrives damaged, faulty, or not what you ordered, email us at support@waxlane.store within 30 days with your order number and a photo of the issue. We'll arrange a free replacement or a full refund — and in most cases, you won't need to send anything back.

Custom Edition (personalized) orders

Custom Edition players are made using the photos you upload, so they can't be resold or restocked. For this reason, personalized orders are not eligible for change-of-mind returns.

Your 30-day guarantee still fully applies, however, if your Custom Edition arrives damaged, defective, or materially different from the preview you approved — we'll replace it or refund you. (Where required by law, this does not affect your statutory rights — see below.)

How to start a return

1. Email support@waxlane.store with your order number and the reason for your return.
2. Our team will reply within [1–2 business days] with the next steps.
3. If a return is required, we'll send you the return instructions and address. Please don't ship anything back before contacting us — items returned without authorization can't be processed.

Refunds

Once your refund is approved, it's processed to your original payment method within [5–10 business days]. Depending on your bank or card provider, it may take a few additional days to appear on your statement.

Exchanges

Would you prefer a different artist, or need a replacement disc set? Email us at support@waxlane.store and we'll help arrange an exchange.

Cancellations

Because every order is made to order, we begin preparing your item shortly after purchase. If you need to cancel, email us within 24 hours of ordering and we'll do our best to stop production before it ships.

Return shipping

• For damaged, defective, or incorrect items, any return shipping (if needed) is on us.
• For change-of-mind returns of non-personalized items, the customer is responsible for return shipping unless we agree otherwise.

Late or missing refunds

If you haven't received your refund after the timeframe above, please first check with your bank or card provider, as processing can take additional time on their end. If you still need help, contact us at support@waxlane.store.

Your statutory rights

Nothing in this policy limits the consumer rights you're entitled to under the laws of your country. Customers in the UK and EU have additional statutory rights, including a cooling-off period for non-personalized goods. Personalized and made-to-order goods may be exempt from cooling-off cancellation rights to the extent permitted by law.

Contact us

Questions about a return or refund? We're happy to help.

Email: support@waxlane.store

Waxlane Music — Your Music. Your Lane.