1. Purpose, Scope and Contract Hierarchy
1.1 This Policy explains how TrackSet handles shipping, address changes, delivery problems, withdrawals, refunds, damaged parcels, incorrect items and product-conformity claims for orders placed through TrackSet.
1.2 It forms part of the contract together with the relevant campaign or product page, checkout information, order confirmation and the TrackSet Fan & Buyer Terms (“Terms”). Defined words used in the Terms have the same meaning here.
1.3 This Policy provides operational instructions. It does not exclude or reduce any mandatory consumer right. If documents conflict, mandatory law prevails, followed by campaign-specific information, the Terms and then this Policy, unless the more protective rule applies.
2. Campaign Orders and Production Confirmation
2.1 A campaign Backing is a conditional purchase order. Manufacturing begins only after TrackSet issues a Production Confirmation because the Campaign Target was reached or TrackSet elected to Greenlight the release.
2.2 Before Production Confirmation, a customer may request cancellation of the Backing. If production is not confirmed, the order is cancelled and any payment already collected is refunded in accordance with the Terms.
3. Shipping Charges, VAT and Import Costs
3.1 Available destinations, delivery options and shipping charges are shown before checkout. Shipping is charged separately unless the campaign or product page expressly includes it in the product price.
3.2 The checkout total includes applicable VAT or similar sales tax where required. For deliveries outside the European Union, import VAT, customs duties, handling charges or local taxes may be payable by the recipient unless checkout expressly states that they are included.
3.3 TrackSet cannot control customs assessments. Customs charges collected directly by an authority or carrier are not refundable by TrackSet because TrackSet did not receive them. This does not affect a customer’s right to challenge an incorrect assessment with the relevant authority.
4. Delivery Address and Changes
4.1 The customer must provide a complete and deliverable address and check it in the order confirmation. Any correction should be sent to support@trackset.studio as soon as possible, quoting the order number and the complete replacement address.
4.2 TrackSet will use reasonable efforts to apply an address change received before dispatch but cannot guarantee changes after fulfilment preparation has begun. Once a parcel has been handed to the carrier, the customer may need to use the carrier’s delivery-management service.
4.3 The customer is responsible for reasonable documented additional costs caused by an incorrect or incomplete address supplied by the customer, including a second shipment where legally permitted. TrackSet remains responsible for its own addressing or fulfilment error.
5. Dispatch, Tracking and Split Shipments
5.1 Campaign products are dispatched after manufacturing, quality control and fulfilment. The campaign page identifies the estimated production period and expected shipping month; these are estimates based on information available when the order is placed.
5.2 Where tracking is available, TrackSet sends a dispatch confirmation containing the tracking link or reference. Some economy or local services may provide limited tracking; any material limitation will be stated at checkout where known.
5.3 TrackSet may ship items from the same order separately when availability, format, warehouse location or production timing makes this reasonable. The customer will not be charged an undisclosed additional shipping fee for a split initiated by TrackSet.
6. Delivery Estimates and Delays
6.1 Vinyl manufacturing, freight, customs and carrier operations can be delayed. TrackSet will communicate material delays and provide an updated estimate using the order email address.
6.2 Where a campaign or checkout states an agreed delivery period, that period applies instead of the ordinary statutory default. If delivery is not made within the agreed period, the customer retains the remedies described in the Terms and mandatory law, including termination where the legal conditions are met.
6.3 A carrier scan or estimated date is not an absolute delivery guarantee. TrackSet remains responsible for the seller obligations that cannot lawfully be transferred to the carrier or customer.
7. Delivery Risk and Receipt
7.1 For a consumer order dispatched by TrackSet, risk of loss or damage passes when the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.
7.2 If the customer independently appoints a carrier not offered by TrackSet, risk may pass when TrackSet hands the goods to that carrier, to the extent permitted by mandatory law.
7.3 A customer should inspect the parcel within a reasonable time after delivery. Signing for a parcel does not waive rights relating to concealed damage or non-conformity.
8. Failed Delivery and Parcels Returned to TrackSet
8.1 If delivery fails, the customer should follow the carrier’s instructions promptly. A parcel may be returned after failed attempts, expiry of a collection period, refusal, an incorrect address or non-payment of import charges.
8.2 When a parcel is returned, TrackSet will contact the customer. TrackSet may offer re-shipment after payment of reasonable documented additional shipping and carrier costs where the failed delivery was caused by the customer and where charging those costs is legally permitted.
8.3 If re-shipment is not requested or is impossible, TrackSet will handle any cancellation or refund in accordance with the Terms and mandatory law. TrackSet may deduct only costs that it may lawfully retain and that were actually incurred; no arbitrary handling penalty applies.
9. Tracking Shows Delivered, but the Parcel Is Missing
9.1 The customer should first check the delivery location, household members, neighbours where appropriate, any safe-place notice and the carrier’s tracking details. If the parcel is still missing, the customer should contact TrackSet promptly rather than opening duplicate claims with several parties.
9.2 TrackSet will investigate with the carrier and may ask the customer for a written non-receipt confirmation or other information reasonably required by the carrier. This cooperation request does not shift seller responsibility to the customer.
9.3 If the parcel is confirmed lost while TrackSet bears the risk, TrackSet will provide the remedy required by law, normally replacement where available or refund of the undelivered item and its attributable standard delivery charge.
10. Recommended Reporting Windows
| ISSUE | PLEASE CONTACT TRACKSET | USEFUL EVIDENCE |
|---|---|---|
| Visible parcel damage | Within 7 calendar days after delivery | Photos of carton, label, protective packaging and item |
| Wrong or missing item | Within 14 calendar days after delivery | Order number, parcel contents and packing label |
| Tracking / non-delivery | Promptly after the expected date or delivery scan | Tracking reference and confirmation of checks made |
| Playback or manufacturing issue | As soon as reasonably possible after discovery | Photos and, where useful, a short playback video |
11. Change-of-Mind Withdrawal
11.1 A consumer may withdraw from an eligible online contract for physical goods within 14 days after receiving the goods, without giving a reason. The detailed legal notice and model withdrawal form are contained in the Terms.
11.2 The customer must send an unequivocal withdrawal statement before the deadline to support@trackset.studio or the stated business address. The order number should be included so TrackSet can identify the purchase quickly.
11.3 After giving notice, the customer must return the goods without undue delay and no later than 14 days. Unless TrackSet offered collection or mandatory law provides otherwise, the customer bears the direct return cost for a change-of-mind return.
11.4 The customer may inspect goods only as necessary to establish their nature, characteristics and functioning. The customer may be responsible for diminished value caused by handling beyond that level.
12. Withdrawal Exceptions
12.1 A statutory withdrawal exception may apply to sealed audio recordings after unsealing, clearly personalised goods and qualifying digital content supplied after the required express consent and acknowledgement. The applicable exception will be disclosed before checkout.
12.2 A product is not excluded merely because it is a limited edition, campaign-funded, numbered or manufactured after aggregated demand is confirmed. Defect and conformity rights remain available even where a change-of-mind exception applies.
13. Return Instructions
13.1 Customers should contact TrackSet before sending a return. TrackSet will provide the correct return address and, for an accepted defect or fulfilment claim, any prepaid label or other authorised shipping instruction.
13.2 Returns must be packaged securely to prevent avoidable damage. The customer should retain proof of dispatch. Items from different orders should not be combined unless TrackSet confirms this in writing.
13.3 Unauthorised cash-on-delivery returns may be refused where legally permitted. Refusal of an unauthorised shipping method does not extinguish an otherwise valid withdrawal or conformity claim.
14. Refund Timing and Method
14.1 For an eligible withdrawal, TrackSet reimburses the product price and the cost of the least expensive standard outbound delivery option offered. Additional cost chosen for express or premium delivery is not reimbursed beyond that standard amount unless mandatory law requires otherwise.
14.2 TrackSet initiates the reimbursement within 14 days after receiving the withdrawal notice but may withhold it until the goods are returned or the customer provides evidence of dispatch, whichever occurs first.
14.3 Refunds use the original payment method unless the customer expressly agrees otherwise. TrackSet does not impose a refund fee. Bank, card and payment-provider posting times may occur after TrackSet has initiated the refund.
14.4 Store credit, a voucher or an alternative product is offered only as an option and never substituted for a legally required monetary refund without the customer’s express agreement.
15. Transport Damage, Incorrect Items and Missing Contents
15.1 For transport damage, the customer should keep the complete shipping carton, address label and internal packaging until TrackSet confirms that they are no longer needed. Clear photographs should show the outside of the parcel, the label, protective materials and the affected product.
15.2 For an incorrect or incomplete order, the customer should provide the order number and a photograph of all received contents and any packing label. The customer should not open a sealed incorrect audio product unnecessarily.
15.3 Where TrackSet is legally responsible, TrackSet bears the reasonable return and replacement shipping costs. The customer should use the label or method authorised by TrackSet unless an urgent alternative is reasonably necessary.
16. Product Conformity and Vinyl-Specific Assessment
16.1 Products must match their description, edition, quantity and quality and must provide the characteristics a consumer may reasonably expect. New goods supplied to EU consumers benefit from the mandatory legal guarantee, generally for at least two years from delivery, subject to applicable national law.
16.2 Examples that may constitute non-conformity include:
- material warping that prevents normal tracking or playback;
- repeatable skipping or locking not attributable to ordinary setup or contamination;
- substantial abnormal pressing noise, incorrect audio, wrong track sequence or wrong format;
- a missing record, label or other component promised in the product description; or
- serious print, sleeve, label or packaging damage inconsistent with the promised new product.
16.3 Vinyl is an analogue manufactured product. Insignificant colour, paper-tone, texture or print-position variation, a minor cosmetic mark that does not affect the promised edition, or brief isolated surface noise is not automatically a defect. Every claim is assessed against the product description, normal expectations and mandatory conformity law.
16.4 TrackSet may ask the customer to verify a playback issue using reasonable steps such as removing visible dust, checking that the turntable is level and, where practicable, testing another suitable setup. Such steps are diagnostic only and do not make the customer responsible for proving a valid claim beyond the applicable legal standard.
17. Claim Evidence and Inspection
17.1 A claim should include the order number, customer name, delivery date, concise description and useful evidence. TrackSet may request additional photographs, a short video or return of the product where reasonably necessary to determine the issue.
17.2 Customers should not destroy the product or packaging, attempt an irreversible repair or return the item before receiving instructions unless retaining it would be unsafe or cause unreasonable burden.
17.3 TrackSet will assess claims fairly and without charging a diagnostic fee for a valid consumer conformity claim. Evidence requests and operational reporting windows do not override the statutory burden-of-proof rules.
18. Remedies for Damaged or Non-Conforming Goods
18.1 Where a product is non-conforming, TrackSet will provide the remedy required by applicable law. This may include repair or replacement, an appropriate price reduction, or termination and refund where the legal conditions are met.
18.2 Because vinyl records and printed packaging are ordinarily not repairable, replacement will normally be the first practical remedy where it is available and proportionate, without restricting any mandatory right to another remedy.
18.3 A replacement will be sent without additional product or standard shipping charge where TrackSet is responsible. TrackSet may require the affected item to be returned using an authorised method.
19. Limited Editions and Exhausted Replacement Stock
19.1 TrackSet may retain a small technical reserve of copies for quality control and genuine replacement claims. Reserve copies do not increase the publicly saleable LIMITED edition.
19.2 If an identical replacement is unavailable, TrackSet will offer the remedy required by law, such as an appropriate price reduction or refund. A different edition, alternative product, digital item or store credit will be supplied only with the customer’s express agreement.
20. Digital Products
20.1 For digital content, the customer should report a missing link, inaccessible file, incorrect content or compatibility issue to support@trackset.studio, including the order number and device or software information reasonably needed to investigate.
20.2 TrackSet will seek to restore access or provide a conforming file within a reasonable time. Any remedy and any withdrawal exception are governed by the Terms and mandatory digital-content law.
21. Customer Support and Claim Decisions
21.1 TrackSet will acknowledge a support request within a reasonable time and may provide an estimated review period. Complex carrier investigations, pressing-plant review or international returns can take longer; TrackSet will communicate material progress and any information still required.
21.2 A customer who disagrees with a decision may request a review and provide additional evidence. Complaints and available alternative-dispute-resolution information are handled under the Terms.
22. Fraud, Duplicate Claims and Abuse
22.1 TrackSet may pause a claim while investigating materially inconsistent information, duplicate reimbursement requests, manipulated evidence, payment fraud or abusive conduct. This does not permit TrackSet to delay or refuse a legitimate consumer remedy without proper grounds.
23. Changes, Governing Terms and Contact
23.1 TrackSet may update this Policy for future orders. The version applicable when the order was placed continues to govern that order unless a legally required or customer-beneficial change applies.
23.2 This Policy is drafted in English and is governed together with the Terms. Italian law applies subject to the mandatory protections and jurisdiction rights of consumers habitually resident elsewhere.
23.3 Shipping, withdrawal and claims notices should be sent to the relevant contact shown on page 1. Customers should include the order number but should not send sensitive payment credentials.