Moonface Records Ltd – Website Terms & Conditions

Last Updated: 9 July 2026

These Terms & Conditions govern the use of the Moonface Records website and the purchase of products from us. By accessing our website or placing an order, you agree to be bound by these Terms.

If you do not agree with these Terms, you should not use this website or place an order.

These Terms do not affect your statutory rights under UK consumer law.

1. About Us

This website is operated by Moonface Records Ltd ("Moonface Records", "we", "our" or "us").

We are an independent UK retailer specialising in new and pre-owned music formats, including vinyl records, compact discs (CDs), cassette tapes, accessories and selected music-related merchandise.

If you need to contact us regarding an order, please use the contact details published on our website.

2. Definitions

Throughout these Terms:

Website means the Moonface Records online store and all associated webpages.
Customer, you or your means the person purchasing goods from us.
Goods or Products means any item offered for sale on our website.
Order means an order placed through our website.
Working Day means Monday to Friday excluding public holidays in England and Wales.

3. Eligibility

By placing an order you confirm that:

you are legally capable of entering into a binding contract;
the information you provide is accurate and complete;
you are authorised to use the payment method provided.

We reserve the right to refuse or cancel orders where fraudulent activity or misuse of the website is suspected.

4. Website Use

You agree to use this website only for lawful purposes.

You must not:

attempt to interfere with the operation or security of the website;
upload malicious software or harmful code;
scrape, copy or reproduce website content without permission;
use automated software to purchase limited products unless expressly permitted;
place speculative or fraudulent orders.

We reserve the right to suspend or permanently restrict access where these Terms are breached.

5. Product Information

We make every reasonable effort to ensure product descriptions, specifications, images and pricing are accurate.

However:

colours displayed on screens may vary from the actual product;
manufacturer artwork may change without notice;
packaging may differ between production runs;
promotional images supplied by distributors may occasionally differ slightly from the finished retail product.

Product photographs should therefore be regarded as illustrative unless otherwise stated.

6. New Vinyl, CDs and Manufacturer Variations

Many products sold by Moonface Records are manufactured by third-party record labels and distributors.

As a result:

some new vinyl records are supplied by manufacturers without shrink-wrap;
hype stickers may be attached directly to the sleeve or outer protective bag;
records may arrive in resealable sleeves rather than sealed shrink-wrap;
manufacturing tolerances mean minor cosmetic imperfections to outer packaging can occur during production and transport.

Unless such imperfections significantly affect the usability or condition of the product under applicable consumer law, they shall not automatically be regarded as faults.

Nothing in this section limits your statutory rights where goods are genuinely faulty, damaged or not as described.

7. Product Availability

All products are offered subject to availability.

Although we aim to maintain accurate stock levels, inventory may occasionally become unavailable due to:

simultaneous purchases;
supplier shortages;
stock discrepancies;
damaged inventory identified before dispatch;
supplier allocation changes.

If a product cannot be supplied we will contact you as soon as reasonably possible.

Where payment has already been taken, a refund will be issued using the original payment method.

We shall not be liable for supplier shortages or discontinued products beyond providing an appropriate refund where required.

8. Pricing

All prices displayed on the website are shown in Pounds Sterling (£).

Where applicable, prices include UK Value Added Tax (VAT).

Delivery charges are calculated separately during checkout unless otherwise stated.

Although we take reasonable care, pricing errors may occasionally occur.

If an item has been incorrectly priced we reserve the right to:

cancel the order before dispatch;
contact you with the correct price;
offer the option to proceed at the correct price or receive a full refund.

9. Promotions

From time to time we may offer promotional pricing, discount codes or special offers.

Unless expressly stated:

promotions cannot be combined;
promotions cannot be applied retrospectively;
promotions may be withdrawn without notice;
promotions remain subject to stock availability.

We reserve the right to refuse promotions where misuse or abuse is suspected.

10. Limited Editions

Many records sold by Moonface Records are produced in strictly limited quantities.

Availability is never guaranteed until your order has been accepted and stock has been allocated.

Where demand exceeds available stock we may unfortunately need to cancel orders and issue a full refund.

Moonface Records cannot be held responsible where manufacturers reduce retailer allocations after orders have been placed.

11. K-Pop Imports and Imported Products

Some products are imported directly from overseas suppliers.

Imported products may:

experience supplier delays;
have different release dates;
include packaging or promotional materials intended for other territories;
contain manufacturer-specific inclusions which vary between production runs.

Estimated release and delivery dates for imported products are provided in good faith but cannot be guaranteed.

12. Pre-Orders

Products offered for pre-order are purchased before their official release date.

By placing a pre-order you acknowledge that:

release dates are determined by the manufacturer or distributor;
release dates may change without notice;
dispatch dates may change accordingly;
supplier allocations may reduce the quantity available.

If we are unable to fulfil a pre-order due to reduced supplier allocation or cancellation by the manufacturer, we will provide a full refund.

We recommend that customers do not rely on estimated release dates for time-sensitive purchases.

13. Placing an Order

Submitting an order does not automatically create a legally binding contract.

Your order constitutes an offer to purchase goods from Moonface Records.

A contract is formed only when we accept your order and confirm that the goods are being prepared for dispatch.

We reserve the right to refuse or cancel orders where:

payment cannot be authorised;
fraudulent activity is suspected;
pricing errors have occurred;
stock is unavailable;
information provided by the customer is incomplete or inaccurate.

14. Payment

Payment must be received before goods are dispatched.

We accept the payment methods displayed during checkout.

Payment processing is handled securely by our authorised payment providers.

Moonface Records does not store customers' full payment card details.

If payment is declined, your order will not be processed.

15. Order Confirmation

After placing an order you will receive an email acknowledging receipt.

This acknowledgement does not constitute acceptance of your order.

Acceptance occurs only when we confirm that your order has been dispatched or is otherwise accepted for fulfilment.

16. Order Cancellation by Moonface Records

In exceptional circumstances we may need to cancel an order before dispatch.

Examples include:

supplier shortages;
stock discrepancies;
payment issues;
suspected fraud;
pricing errors;
circumstances outside our reasonable control.

Where payment has already been taken, a full refund will be issued promptly using the original payment method.

We will always endeavour to contact customers where reasonably practicable before cancelling an order.

17. Delivery

Moonface Records currently delivers to the destinations shown during the checkout process.

Available delivery services, estimated delivery times and applicable charges will be displayed before you complete your purchase.

Delivery estimates are provided in good faith but are not guaranteed unless expressly stated.

Delivery times begin once your order has been dispatched, not when the order is placed.

18. Dispatch Times

We aim to dispatch all in-stock orders as quickly as reasonably possible.

Unless otherwise stated:

Orders placed on Working Days will normally be processed within 1–2 Working Days.
Orders placed on weekends or public holidays will begin processing on the next Working Day.
During busy periods, new release days, promotional events or the Christmas season, dispatch times may be slightly longer.

Where a significant delay is anticipated, we will endeavour to notify affected customers.

19. Delivery Charges

Delivery charges are calculated during checkout and depend on factors including:

order value;
parcel size and weight;
delivery destination;
selected delivery service.

Any free delivery thresholds advertised by Moonface Records apply only to qualifying orders and may be amended or withdrawn at any time.

20. Delivery Address

Customers are responsible for ensuring that the delivery address provided is complete and accurate.

Moonface Records cannot accept responsibility for delays, failed deliveries or additional charges arising from incorrect or incomplete address information supplied by the customer.

Where a parcel is returned to us because an incorrect address was provided, any additional delivery costs incurred in re-sending the parcel may be payable by the customer.

21. Failed Deliveries

If delivery cannot be completed because:

nobody is available to receive the parcel;
collection deadlines are missed;
the delivery address is inaccessible;
delivery instructions cannot reasonably be followed;

the parcel may be returned to Moonface Records.

Where appropriate, we may deduct any unrecoverable delivery costs before issuing a refund where permitted by law.

22. Risk and Ownership

Responsibility for the Goods passes to you when:

the Goods have been delivered to the delivery address provided; or
the Goods have been collected by you or someone authorised to accept delivery on your behalf.

Ownership of the Goods remains with Moonface Records until full payment has been received.

23. Delivery Delays

Occasionally deliveries may be delayed due to circumstances outside our reasonable control.

Examples include:

adverse weather;
industrial action;
customs inspections;
transport disruption;
courier operational issues;
supplier delays;
public holidays.

Whilst we will always endeavour to assist, Moonface Records shall not be liable for delays caused by events beyond our reasonable control.

Nothing in this clause affects your statutory consumer rights.

24. Royal Mail and Delivery Partners

Moonface Records uses trusted delivery partners to fulfil customer orders.

Once an order has been handed to the delivery provider, tracking updates and delivery progress are managed by that provider.

Where tracking information is available, it will normally be supplied with your dispatch confirmation.

25. Lost Parcels

If you believe your parcel has been lost, please contact us as soon as possible.

Before treating a parcel as lost we may ask customers to:

check with household members or neighbours;
check any designated safe place;
review tracking information;
allow sufficient time for delayed deliveries.

Where appropriate, Moonface Records will investigate the delivery with the relevant courier.

Replacement or refund options will be provided where required under applicable consumer legislation.

26. Damaged Parcels

If your parcel arrives visibly damaged, we recommend:

photographing the parcel before opening where possible;
retaining all packaging materials;
notifying Moonface Records promptly.

Photographs may assist both ourselves and the courier when investigating transit damage.

This does not affect your statutory rights.

27. Split Shipments

Where an order contains multiple products, we may choose to dispatch items separately.

This may occur where:

products become available at different times;
part of an order is delayed;
stock is supplied from different locations;
doing so allows us to provide a quicker overall service.

Where we split an order, customers will not normally incur additional delivery charges unless this has been agreed beforehand.

28. Orders Containing Pre-Orders

Where an order contains both:

in-stock products; and
pre-order products,

we may either:

hold the entire order until all products are available; or
dispatch available items separately where operationally appropriate.

Our chosen approach will be indicated during checkout or within the relevant product description where applicable.

Customers wishing to receive in-stock items sooner may choose to place separate orders.

29. Release Date Changes

Record labels and distributors occasionally amend official release dates.

Where this occurs:

dispatch dates will move accordingly;
customers will be supplied with updated information where reasonably possible;
Moonface Records cannot guarantee manufacturer release schedules.

Release date changes are outside our control.

30. Supplier Allocations

Some limited editions and exclusive releases are supplied on an allocation basis.

If the quantity supplied by the manufacturer or distributor is reduced after customer orders have been accepted, Moonface Records reserves the right to allocate available stock fairly.

Where an order cannot be fulfilled due to reduced allocation, affected customers will receive a full refund.

Moonface Records accepts no liability for allocation decisions made by manufacturers or distributors.

31. Collection Orders (Click & Collect)

Where Click & Collect is offered, customers will be notified when their order is ready for collection.

Customers should not travel to collect an order until they have received confirmation that it is ready.

Proof of identity or proof of purchase may be requested when collecting an order.

Orders not collected within a reasonable period may be cancelled, and any refund issued in accordance with these Terms.

32. International Deliveries

Where Moonface Records accepts orders outside the United Kingdom:

customers are responsible for any import duties, customs charges or local taxes imposed by their destination country unless otherwise stated;
customs processing may delay delivery;
delivery estimates for international orders are indicative only.

Moonface Records has no control over customs procedures or charges applied by overseas authorities.

33. Force Majeure

Moonface Records shall not be responsible for any failure or delay in performing its obligations where such delay arises from events beyond our reasonable control.

Examples include, but are not limited to:

natural disasters;
fire or flood;
severe weather;
pandemic or epidemic;
war or civil unrest;
industrial disputes;
interruption to transport networks;
government action;
supplier failure;
failure of utilities or telecommunications.

Where such circumstances continue for an extended period, Moonface Records reserves the right to cancel affected orders and issue appropriate refunds where applicable.

34. Your Right to Cancel

If you are purchasing as a consumer, you have certain cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Unless an exemption applies, you have the right to cancel your order within 14 days of receiving your Goods without giving a reason.

To exercise your right to cancel, you must notify Moonface Records by email or through the contact details published on our website before the cancellation period expires.

You may use the model cancellation form provided by law, although this is not mandatory.

35. Returning Cancelled Goods

Where you exercise your legal right to cancel, you must return the Goods to us without undue delay and no later than 14 days after informing us of your decision to cancel.

Unless the Goods are faulty or incorrectly supplied, you are responsible for the cost of returning the Goods.

We recommend using a tracked delivery service and obtaining proof of postage, as returned Goods remain your responsibility until they are safely received by Moonface Records.

36. Refunds Following Cancellation

Once returned Goods have been received and inspected, we will process any refund due without undue delay and no later than 14 days after:

receiving the returned Goods; or
receiving satisfactory evidence that the Goods have been returned, whichever occurs first.

Refunds will be made using the original payment method unless otherwise agreed.

Original standard delivery charges will be refunded where required by law.

Additional delivery charges arising from premium delivery services selected by the customer are not refundable unless legally required.

37. Condition of Returned Goods

Customers have the right to inspect Goods as they would reasonably be able to do in a retail shop.

However, if returned Goods show signs of handling beyond what is reasonably necessary to establish their nature, characteristics or functionality, Moonface Records may make a deduction from any refund where permitted by law.

Examples include:

excessive wear;
missing packaging;
damaged sleeves caused after delivery;
missing accessories or inserts;
writing, labels or markings added by the customer.

Nothing in this clause affects your rights where Goods are faulty or not as described.

38. Items Excluded from Cancellation Rights

Your statutory right to cancel does not apply in certain circumstances, including but not limited to:

sealed audio recordings which have been unsealed after delivery
personalised or bespoke products;
products made specifically to your order;
gift cards or digital products where applicable law permits.

Where these exemptions apply, they will be clearly indicated where appropriate.

39. Faulty, Damaged or Incorrect Goods

If your Goods arrive:

damaged;
faulty;
not as described;
or the incorrect item has been supplied,

please contact Moonface Records as soon as reasonably possible.

Where appropriate we may request:

photographs of the item;
photographs of the packaging;
a description of the fault.

This enables us to investigate promptly and, where relevant, raise claims with suppliers or delivery partners.

Providing photographs does not affect your legal rights.

40. Your Consumer Rights

Nothing within these Terms limits or excludes your statutory rights under the Consumer Rights Act 2015.

If Goods are faulty, not of satisfactory quality or not as described, you may be entitled to:

reject the Goods for a full refund within the applicable statutory period;
request a repair or replacement where appropriate;
request a price reduction;
receive a refund where required by law.

Any remedy provided will depend upon the circumstances and applicable legislation.

41. Manufacturing Characteristics

Vinyl records and their packaging are manufactured by third-party pressing plants and distributors.

Certain characteristics are regarded as normal manufacturing variations and do not necessarily indicate that a product is faulty.

Examples may include:

slight corner wear caused during distribution;
small seam splits occurring during transport;
minor shrink-wrap tears;
slight variations in vinyl colouring;
minor sleeve print alignment differences;
naturally occurring surface marks that do not affect playback.

Each claim will be assessed individually and in accordance with your statutory rights.

42. Playback Issues

Occasionally playback issues may arise due to:

dust or debris from the manufacturing process;
static build-up;
incorrectly calibrated playback equipment;
worn or damaged styluses.

Customers experiencing playback issues are encouraged to clean the record and ensure their equipment is correctly maintained before reporting a fault.

This clause does not remove your statutory rights where a genuine manufacturing defect exists.

43. Pre-Owned Records

Where Moonface Records sells pre-owned records, CDs or other media, each item will be described as accurately as reasonably possible.

Condition descriptions are based upon recognised industry grading standards and represent our honest assessment at the time of listing.

Due to the nature of pre-owned products, reasonable cosmetic wear should be expected where disclosed.

Any significant defects known to us will normally be stated within the product description.

44. Exchanges

Moonface Records is not obliged to exchange Goods simply because a customer changes their mind.

Where we agree to an exchange outside your statutory rights, this is entirely at our discretion and may be subject to:

the Goods being returned in resaleable condition;
stock availability;
payment of any price difference;
payment of additional delivery charges where applicable.

45. Promotional and Sale Items

Sale items, discounted products and promotional purchases remain covered by your statutory consumer rights.

Where an item has been discounted because a specific defect has been clearly disclosed before purchase, that disclosed defect cannot later be relied upon as the basis for a claim.

46. Gift Receipts and Gifts

Where Goods have been purchased as gifts, any statutory rights remain with the original purchaser unless otherwise required by law.

Where Moonface Records offers gift receipts, exchanges may be considered in accordance with our exchange policy and at our discretion.

47. Refund Method

Refunds will normally be processed using the same payment method used for the original purchase.

We reserve the right to request reasonable evidence of purchase before issuing a refund.

48. Returns Lost in Transit

Customers returning Goods remain responsible for them until they are received by Moonface Records.

We strongly recommend obtaining proof of postage and using a tracked delivery service.

Moonface Records cannot accept responsibility for returned parcels lost in transit where no evidence of delivery is available.

49. Fraudulent or Abusive Returns

Moonface Records reserves the right to investigate and refuse claims where we reasonably believe that:

Goods have been deliberately damaged;
returned items differ from those supplied;
repeated abusive return behaviour is identified;
false or misleading information has been provided.

Nothing in this clause limits any statutory rights afforded to genuine consumers.

50. Contacting Us About a Return

If you need to report a fault, request a return or exercise your cancellation rights, please contact Moonface Records using the contact details provided on our website before returning your Goods wherever reasonably possible.

Providing your order number and a brief description of the issue will help us resolve your request more quickly.

51. Intellectual Property

Unless otherwise stated, all content available on this website, including but not limited to:

text;
graphics;
logos;
photographs;
product descriptions;
branding;
website design;
software;
audio and video content;

is owned by or licensed to Moonface Records Ltd and is protected by applicable copyright, trademark and intellectual property laws.

You may view, download or print pages from this website solely for your own personal, non-commercial use.

You must not reproduce, modify, distribute, publish, sell or otherwise exploit any content from this website without our prior written permission.

52. Trademarks

All trademarks, artist names, record labels, logos and product names appearing on this website remain the property of their respective owners.

Their appearance on this website does not imply any affiliation, endorsement or ownership by Moonface Records unless expressly stated.

53. User Content

Where customers submit reviews, comments, photographs or other content through our website or social media channels, you confirm that:

the content is your own or you have permission to share it;
it does not infringe another person's intellectual property rights;
it is not defamatory, abusive, unlawful or offensive.

Moonface Records reserves the right to remove or refuse any content at its sole discretion.

By submitting content, you grant Moonface Records a non-exclusive, royalty-free licence to display, reproduce and use that content for marketing and promotional purposes unless you request otherwise.

54. Website Availability

We aim to keep our website available at all times.

However, we do not guarantee uninterrupted access.

Access may occasionally be suspended for:

maintenance;
software updates;
security improvements;
unexpected technical failures;
circumstances beyond our reasonable control.

Moonface Records accepts no liability for temporary interruptions to website availability.

55. Accuracy of Information

Whilst every reasonable effort is made to ensure information published on our website is accurate, errors may occasionally occur.

This may include:

pricing errors;
product descriptions;
availability;
release dates;
specifications.

We reserve the right to correct any errors without prior notice.

Nothing in this clause affects any rights you may have once a binding contract has been formed.

56. Third-Party Websites

Our website may contain links to third-party websites.

These links are provided for convenience only.

Moonface Records has no control over the content, policies or availability of external websites and accepts no responsibility for them.

Accessing third-party websites is entirely at your own risk.

57. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

death or personal injury caused by negligence;
fraud or fraudulent misrepresentation;
breach of statutory consumer rights.

Subject to the above, Moonface Records shall not be liable for any indirect or consequential loss arising from the use of this website or the purchase of Goods.

Where liability cannot legally be excluded, our liability shall be limited to the purchase price of the relevant Goods except where legislation provides otherwise.

58. Events Beyond Our Reasonable Control

Moonface Records shall not be liable for any delay or failure to perform our obligations where such delay results from events beyond our reasonable control.

Examples include:

supplier failures;
transport disruption;
industrial disputes;
extreme weather;
cyber attacks;
telecommunications failures;
government restrictions;
pandemics;
natural disasters.

We will use reasonable efforts to minimise the impact of such events.

59. Privacy

Your personal information is handled in accordance with our Privacy Policy.

By placing an order or using this website, you acknowledge that your personal information may be processed in accordance with that policy.

Our Privacy Policy forms a separate document and should be read alongside these Terms.

60. Cookies

Our website uses cookies and similar technologies to improve website functionality, analyse visitor behaviour and, where applicable, support marketing activities.

Further information can be found within our Cookie Policy.

Where required by law, your consent will be requested before non-essential cookies are placed on your device.

61. Electronic Communications

By using our website or providing your email address during checkout, you agree that Moonface Records may communicate with you electronically regarding your order.

This includes:

order confirmations;
dispatch notifications;
customer service enquiries;
returns and refunds;
important information relating to your purchase.

Where you have separately consented, we may also send marketing communications in accordance with our Privacy Policy.

You may unsubscribe from marketing communications at any time.

62. Assignment

Moonface Records may transfer or assign its rights and obligations under these Terms where reasonably necessary.

You may not transfer your rights or obligations under these Terms without our prior written consent.

63. Severability

If any provision of these Terms is found by a court or competent authority to be invalid, unlawful or unenforceable, that provision shall be deemed severed.

The remaining provisions shall continue in full force and effect.

64. Waiver

Any failure by Moonface Records to enforce a provision of these Terms shall not constitute a waiver of our right to enforce that provision at a later date.

65. Entire Agreement

These Terms, together with our:

Privacy Policy;
Cookie Policy;
Delivery Policy; and
Returns & Refunds Policy,

constitute the entire agreement between Moonface Records and the customer in relation to purchases made through our website.

Nothing in this clause limits your statutory rights.

66. Changes to These Terms

Moonface Records reserves the right to amend these Terms from time to time.

The latest version will always be published on our website with the date of the most recent update.

Changes will not affect orders already accepted unless required by law.

67. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from these Terms or the use of this website shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless applicable consumer legislation provides otherwise.

68. Contact Us

If you have any questions regarding these Terms & Conditions or an order placed with Moonface Records, please contact us using the details published on our website.

We aim to respond to customer enquiries as promptly as reasonably possible during our normal business hours.