Returns & Cancelations Policy

Order Cancellation, Changes, and Customer Errors

We regret to inform you that once an order has been placed and confirmed, it cannot be cancelled, modified, or returned due to customer error or change of mind.

This includes, but is not limited to:

Duplicate orders
Incorrect product selection (catalog number, format, edition, year, size, color, etc.)
Compatibility issues (e.g. required playback equipment such as SACD players)

Please carefully review all product details (title, artist, format, tracklist, specifications, etc.) before completing your purchase. If you have any questions, we strongly recommend contacting us prior to placing your order.

Order Changes

We are unable to modify order details, including shipping address or product selection, once an order has been confirmed.

Incorrect, Missing, or Damaged Items

If you receive an incorrect, missing, or damaged item, please contact us within 5 days of delivery and provide the following information:

Full name and email address
Order number and order date
Product details (received item and/or intended item)
Photos or video evidence of the issue

We will review your case and provide further instructions if the claim is approved.

Return Eligibility

Returns and exchanges are only accepted in the following cases:

Defective or damaged items upon arrival
Incorrect items shipped by our store
Manufacturing defects (new items only)

Please note:

Used items are not eligible for return or exchange, as they are carefully inspected prior to shipment
Items reported more than 5 days after delivery may not be eligible
Items that have been used, washed, or altered cannot be accepted for return

Non-returnable items include:

Used items
Gift cards
Digital/downloadable products
Items damaged due to customer handling or misuse

Surface Records reserves the right to reject any return that does not meet these conditions.

Condition Requirements for Returns

Returned items must:

Be in original packaging
Include all accessories, manuals, and documentation
Be unused and in the same condition as received

Returns that show signs of wear, damage, missing packaging, or missing components may be rejected.

Do not return items to the manufacturer.

Return Process

If your return is approved, we will provide detailed instructions.

In some cases, additional proof (photos or video) may be required.

Processing time for returns may take up to 14 business days after we receive the returned item. You will be notified once the process is completed.

If a replacement is not available, a refund will be issued.

Shipping Costs for Returns

If the return is due to a defect, damage, or shipping error on our part, we will cover return shipping costs up to the equivalent of the original shipping method used.

For replacements, we will ship the new item as soon as possible depending on availability. If the item is out of stock, a refund will be issued.

Please note that customs duties, taxes, and other import-related charges are non-refundable.

Refunds

Refunds will be issued to the original payment method.

Credit/debit card refunds may take up to 14 business days to appear, depending on your bank
Refunds for damaged-in-transit items may be subject to carrier insurance approval
In such cases, processing may take 30–40 days, depending on Japan Post procedures

If approved, refunds will include the product price and shipping cost only. Additional charges such as customs duties, taxes, and handling fees are not refundable.

If you have not received your refund after the expected timeframe, please contact your bank or payment provider first before reaching out to us.

Contact

For any return-related inquiries, please contact us via the instructions provided in the Contact section.