Refund policy

TIGER VAULT RECORDS

Store Policy & Terms of Purchase

Last Updated: 15 September 2026

Thank you for shopping with Tiger Vault Records. By placing an order with us, you acknowledge and agree to the following Store Policy and Terms of Purchase.

We strongly encourage all customers to read this policy carefully before completing a purchase.

 

 

1. FINAL SALE POLICY

All purchases from Tiger Vault Records are considered FINAL SALE.

We do not accept returns, exchanges, refunds, or cancellations due to:

  • Change of mind
  • No longer wanting the item
  • Ordering the wrong item
  • Ordering the wrong format or edition
  • Finding the item cheaper elsewhere
  • Unopened or unused items
  • Duplicate purchases
  • Personal preference
  • Cosmetic imperfections that are considered normal for vinyl packaging
  • Playback issues caused by the customer's turntable or equipment

This applies to vinyl records, CDs, cassettes, sale items, discounted items, and other products sold by Tiger Vault Records.

 

 

2. VINYL CONDITION & COSMETIC IMPERFECTIONS

Vinyl records and their packaging are susceptible to minor cosmetic imperfections during manufacturing, handling, storage, and transportation.

The following are considered cosmetic issues and are not grounds for a refund, replacement, or exchange:

  • Minor corner dings
  • Slight creasing of sleeves
  • Split seams
  • Minor seam wear
  • Minor dents or imperfections to outer packaging
  • Minor scuffing or marks on sleeves
  • Shrink-wrap imperfections or tears
  • Ring wear
  • Minor imperfections to printed materials or inserts
  • Other minor cosmetic imperfections that do not affect the functionality or playability of the record

These cosmetic imperfections may occur during transit even when the item has been securely packed.

Tiger Vault Records packs orders carefully using appropriate packaging materials; however, we cannot guarantee that packaging will arrive without minor cosmetic imperfections.

 

 

3. SHIPPING DAMAGE

We take care when packing all orders for delivery.

Minor cosmetic damage to vinyl sleeves, including corner dings, creases, and split seams, is not eligible for refund, replacement, or exchange, including when such damage occurs during transit.

Claims relating to shipping damage will only be considered where the damage is severe and materially affects the product, and all claims remain subject to assessment and approval by Tiger Vault Records.

Customers must contact us within 7 days of receiving the order if they believe their item has suffered severe shipping damage.

Please email:

tigervaultrecords@gmail.com

Your email must include:

  • Order number
  • Description of the damage
  • Clear photographs of the item and packaging
  • Video evidence where appropriate

Claims submitted after 7 days will not be considered.

 

 

4. VINYL PLAYBACK & SKIPPING

Vinyl playback depends on the condition and calibration of the turntable, stylus, cartridge, tracking force, anti-skate settings, record surface, and surrounding environment.

A record skipping on one turntable does not automatically indicate that the vinyl is defective.

Turntables with Known Skipping Issues

Tiger Vault Records does not accept refund, exchange, or replacement claims for skipping issues occurring on or associated with:

  • Audio-Technica AT-LP60X and related LP60-series models
  • Audio-Technica AT-LP70X and related LP70-series models
  • JBL turntables
  • Suitcase turntables
  • Other entry-level, automatic, or all-in-one turntables where the issue is determined to be related to the playback equipment or setup

Customers using these turntables are advised to test the record on a suitable, properly calibrated turntable before contacting us regarding a suspected defect.

Skipping occurring on the above-mentioned turntables is not, by itself, grounds for a refund, exchange, or replacement.

If a customer believes a record is genuinely defective, Tiger Vault Records may request video evidence and additional information for assessment.

All suspected manufacturing defects are reviewed case by case and are subject to Tiger Vault Records' approval.

 

 

5. DEFECTIVE PRODUCTS

If you believe an item has a genuine manufacturing defect, please contact us within 7 days of purchase at:

tigervaultrecords@gmail.com

Please include:

  • Order number
  • Product name
  • Description of the issue
  • Photographs and/or video evidence
  • Any other information requested by our team

All alleged defects are subject to assessment and approval.

A product will not automatically be considered defective simply because the customer is dissatisfied with its appearance or playback.

Examples of issues that generally require further assessment include:

  • Repeated skipping at the same point on an appropriate turntable
  • Manufacturing defects
  • Missing or incorrect components
  • Major physical defects

Where a product is determined to have a qualifying defect, Tiger Vault Records will determine the appropriate remedy in accordance with applicable law and the circumstances of the case.

 

 

6. WRONG ITEM RECEIVED

If you receive an item that is different from what you ordered, please contact us within 7 days of receiving your order.

Email:

tigervaultrecords@gmail.com

Please include:

  • Order number
  • Product name
  • Item received
  • Photographs and/or video evidence

We will investigate the issue and, where the error is confirmed to have been made by Tiger Vault Records, take the appropriate steps to rectify it.

Claims made after 7 days will not be considered.

 

 

7. PREORDERS

All preorder purchases are considered final and non-cancellable, subject to any rights that cannot legally be excluded under applicable law.

Estimated Preorder Waiting Time

Our standard preorder fulfilment estimate is approximately:

3–4 weeks

This is an estimated timeframe, not a guaranteed delivery date.

Preorders may arrive earlier than the estimated 3–4 week period, depending on supplier availability, shipment schedules, release timing, and other factors.

We provide the 3–4 week estimate to ensure customers have a reasonable expectation of the potential waiting period rather than relying on an earlier estimated arrival.

Preorders may occasionally take longer due to circumstances outside our control.

By placing a preorder, customers acknowledge and accept the estimated waiting period.

 

 

8. PREORDER CANCELLATIONS

Preorders cannot ordinarily be cancelled once placed.

If a customer requests cancellation, Tiger Vault Records may, at its sole discretion, consider the request.

Where a cancellation is approved, a 10% cancellation/admin fee will be imposed to cover transaction and credit-card processing costs and other administrative expenses.

The remaining amount, if any, will be handled according to the payment method and circumstances of the cancellation.

A cancellation request does not automatically constitute an approved cancellation.

Customers should carefully consider the preorder waiting period before placing an order.

 

 

9. ORDER CHANGES

If you need to request a change to an order, please contact us as soon as possible.

Email:

tigervaultrecords@gmail.com

Please include:

  • Order number
  • Name used for the order
  • The specific modification requested

Order changes are subject to our ability to accommodate the request and are not guaranteed.

Once an order has been processed, packed, shipped, or otherwise committed for fulfilment, changes may no longer be possible.

 

 

10. COMBINED ORDERS

If an order contains both in-stock and preorder items, the order will generally only be shipped or made available for collection once all items are ready.

Customers who wish to receive in-stock items earlier are encouraged to place separate orders.

For self-collection orders containing both in-stock and preorder items, customers will be notified once all items in the order are ready for collection.

 

 

11. SHIPPING & DELIVERY

In-stock items are generally shipped Thursday to Saturday during our working hours.

Delivery is handled by SPX.

For in-stock orders, delivery generally takes approximately 3–4 working days after the order is placed, subject to courier operations and circumstances outside our control.

Delivery times are estimates and are not guaranteed.

Tiger Vault Records is not responsible for delays caused by:

  • Courier delays
  • Incorrect or incomplete addresses provided by customers
  • Failed delivery attempts
  • Weather
  • Public holidays
  • Operational disruptions
  • Circumstances outside our reasonable control

 

 

12. SHIPPING OF PREORDER ITEMS

Preorder items will only be shipped once the relevant stock has arrived and is ready for fulfilment.

The standard preorder waiting period is approximately 3–4 weeks, although orders may be fulfilled earlier.

Where an order contains a preorder item, the entire order will generally be shipped only when all items are ready.

 

 

13. SELF-COLLECTION

Self-collection is available where offered at checkout.

Customers may select the self-collection option when placing their order.

For orders containing both in-stock and preorder items, customers will be contacted once all items are ready for collection.

Customers who wish to collect in-stock items separately are encouraged to place separate orders.

 

 

14. INTERNATIONAL ORDERS

Tiger Vault Records currently does not provide direct international shipping.

Customers may arrange for their orders to be delivered to a freight forwarder in Singapore.

However, where a customer chooses to use a freight forwarder:

Tiger Vault Records will not be responsible for damage, loss, delays, or other issues occurring after the order has been delivered to the freight forwarder.

The customer is responsible for making their own arrangements with the freight-forwarding company.

 

 

15. SALE & DISCOUNTED ITEMS

All sale, promotional, discounted, clearance, and special-price items are FINAL SALE.

No refunds, exchanges, or returns will be provided for change of mind, incorrect selection, or cosmetic imperfections on sale or discounted items.

Where an item has a known defect or condition that has been disclosed to the customer before purchase, the customer accepts the item in that disclosed condition.

 

 


16. CUSTOMER RESPONSIBILITY

Customers are responsible for ensuring that:

  • Their delivery address is correct
  • Their contact details are accurate
  • They have selected the correct product and format
  • They understand the preorder waiting period before purchasing
  • Their turntable is suitable and properly maintained for vinyl playback
  • They have reviewed this Store Policy before completing their purchase

Tiger Vault Records cannot be responsible for issues arising from information or equipment provided by the customer.

 

 

17. CONTACTING TIGER VAULT RECORDS

For all order enquiries, claims, modifications, delivery questions, product concerns, and other customer-service matters, please contact us by email only:

tigervaultrecords@gmail.com

Please include your order number whenever your enquiry relates to an existing order.

We aim to review customer enquiries as promptly as reasonably possible.

 

 

18. POLICY ACKNOWLEDGEMENT

By placing an order with Tiger Vault Records, the customer acknowledges that they have had the opportunity to read and understand this Store Policy and agree to its applicable terms.

This includes, without limitation:

  • Final-sale purchases
  • No change-of-mind returns or exchanges
  • Preorder waiting periods
  • Preorder cancellation restrictions
  • Cosmetic-damage exclusions
  • Turntable-related skipping exclusions
  • Sale-item final-sale conditions
  • Shipping and delivery terms
  • 7-day reporting period for eligible damage or incorrect-item claims

Tiger Vault Records reserves the right to assess individual cases and determine the appropriate resolution, subject always to applicable Singapore law.

 

 

TIGER VAULT RECORDS

Email: tigervaultrecords@gmail.com
Physical Store: Excelsior Shopping Centre, 5 Coleman Street, #03-10, Singapore 179805