At TED ELLIS, we are committed to providing authentic, high-quality music products sourced from official distributors and suppliers. While we carefully inspect items before release or shipment whenever possible, many products are received in factory-sealed packaging and cannot be fully inspected without opening them.
We encourage all customers, whether shopping in-store or online, to inspect and test their purchases as soon as possible after purchase or delivery so that any concerns can be reviewed within the applicable return period.
To ensure a fair and consistent process for everyone, returns, exchanges, and refunds are only considered for confirmed manufacturing defects or fulfillment errors and are subject to inspection and verification. Minor cosmetic imperfections, packaging wear, manufacturing variations, and personal preference concerns are generally not eligible for a return, exchange, or refund.
By purchasing from TED ELLIS, customers acknowledge and accept the terms of this Returns, Exchanges, and Refunds Policy.
Eligibility for Returns, Exchanges, or Refunds
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To qualify for a return, exchange, or refund items must be returned within 7 DAYS from the date of purchase for in-store transactions, or within 7 days from the date of delivery for online orders. The item must include all original packaging and complete inclusions, and must be returned in the same condition as received.
We only process returns for confirmed manufacturing defects or fulfillment errors.
- All returned items are subject to inspection before any exchange or refund is approved. If the reported issue or defect cannot be confirmed during inspection, or if the returned item is not received in suitable condition, the claim may not qualify for an exchange or refund.
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For all website orders, a complete unboxing video recorded from the opening of the sealed parcel through the unsealing, inspection, and checking of the actual item is required to support claims involving shipping damage, missing items, fulfillment errors, or defects discovered upon opening. If the item appears defective or incorrect, clear photos or videos showing the reported issue must also be provided.
Failure to provide a complete unboxing video may result in the claim being denied if the reported issue cannot otherwise be verified.
- Marketplace (Shopee, Lazada, or TikTok Shop) concerns must be initiated and resolved through the platform's official dispute process.
- Returns for change-of-mind reasons are not accepted, even if the item remains unopened.
Proof of Purchase
- Items may only be processed for return if the customer presents the original proof of purchase slip or Official Receipt/Sales Invoice issued by the store, with a clearly visible date.
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For website orders, the order number and corresponding order confirmation must be provided.
In-Store Purchases
- Cosmetic Issues: All orders from our physical store are not valid for returns for cosmetic issues only (such as cover dents, seam splits, torn plastic, minor creases, or scuffs). Purchasing in-store means the customer have personally inspected the item and accepted its condition at the time of purchase.
- No Online Processing: Products bought in-store cannot be exchanged or refunded through online channels. All exchanges or concerns must be handled in person at the store.
Third-Party or “Pabili” Services
- Customers buying through “pabili” or any third-party pickup service accept the risk of transporting the product to them and release TED ELLIS from responsibility for any issues arising from their chosen delivery arrangement.
- In-store orders purchased through a third-party are not eligible for returns unless there is a proven playability issue with the record or CD itself.
Vinyl Records
As a vintage technology, music on vinyl can have imperfections compared to the modern digital format. The surface or static noise are part of the charm and reality of listening to vinyl. Please keep this in mind before you make a purchase.
Inspection and Testing Process
Before determining whether a record qualifies as defective, we first run the record through our professional ultrasonic cleaning machine. If the record is warped, we attempt heat flattening prior to playback testing. Surface contamination and minor warping are considered correctable conditions and are not automatically treated as manufacturing defects.
After cleaning and flattening, the record is tested on our in-store turntable. The results of this playback test will determine whether the item qualifies for replacement.
Please note that low-end or portable record players, including but not limited to models from brands such as Crosley, Motorino, and Victrola, are known to have inconsistent playback performance and may cause skipping or excessive wear due to their design. For this reason, claims related to playback issues must be verified using our in-store testing equipment before they can qualify under this policy.
What Qualifies as a Confirmed Manufacturing Defect
- The needle skips or repeats at the same groove location on every play
- A section produces no audio where music is expected
- Warping that prevents the record from sitting flat on the platter, or that causes the needle to skip during playback even after the flattening process
- A multi-disc set containing duplicate discs
What Does Not Qualify
- Issues that are resolved after cleaning or flattening
- Issues that cannot be reproduced during in-store testing
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Static noise, surface noise, occasional pops, or other audible artifacts that do not cause skipping, repeating, or loss of audio during playback are not considered manufacturing defects
- Scratches, scuffs, or chips that do not affect playback
- Minor warping that does not affect playability
- Slight color variations or differences in splatter, swirl, marbled, or solid-color effects
- Packaging imperfections such as small creases, dents, seam splits, scuffs, or missing/included stickers
- Cosmetic wear or discoloration on covers, sleeves, inserts, or center labels
- Off-center or duplicate center labels that do not affect playback
- Dissatisfaction with the overall recording, mastering, or pressing quality
- Change of mind, even if the item remains unopened
Limited Return Eligibility Items
The following items are generally not eligible for return or exchange unless the vinyl record itself has a confirmed manufacturing defect:
- Clearance items
- Record Store Day releases
- Website Exclusive editions
- Limited Edition releases
- Liquid Filled records (or any Blood Records special releases)
- Signed items
For liquid-filled records (and other filled records), confirmed leakage is considered a defect. Discoloration is not.
For signed items, only confirmed defects affecting the vinyl record itself are covered. The condition of the autograph, jacket, inserts, or packaging are not grounds for return.
How We Make It Right
Records are cleaned and/or flattened before a defect is confirmed. If a manufacturing defect remains after inspection, the order will be replaced with the same item whenever available. If unavailable, it may be exchanged for another item of equal or greater value. Exchanges for higher-priced items require payment of the price difference. No refunds or store credit will be provided for any price difference on exchanges.
CDs and Cassettes
Inspection and Testing Process
All CDs and cassette tapes are tested on our in-store player during inspection. The results of this playback test will determine whether the item qualifies for a return, exchange, or refund.
What Qualifies as a Confirmed Manufacturing Defect
- The disc or tape skips, repeats, stops, or fails at the same point on every play
- A section produces no audio where music is expected
- A multi-disc set contains duplicate discs
What Does Not Qualify
- Issues that cannot be reproduced during in-store testing
- Cosmetic wear, dents, or discoloration on cases, booklets, inserts, or packaging
- Cracked or broken jewel cases where the disc or tape itself plays properly
- Booklets or inserts packaged in reverse or upside down
- Cosmetic imperfections that do not affect playback or usability
- Dissatisfaction with the recording, mastering, or overall audio quality
Limited Return Eligibility Items
The following items are generally not eligible for return or exchange unless the disc or tape itself has a confirmed manufacturing defect:
- Clearance items
- Record Store Day releases
- Website Exclusive editions
- Limited Edition releases
- Signed items
For signed items, only confirmed defects affecting the actual disc or tape are covered. The condition of the autograph, packaging, inserts, or case are not grounds for return or exchange.
How We Make It Right
If a confirmed manufacturing defect is found, the order will be replaced with the same item whenever available. If unavailable, it may be exchanged for another item of equal or greater value. Exchanges for higher-priced items require payment of the price difference. No refunds or store credit will be provided for any price difference on exchanges.
Merch (T-shirts, Hoodies, Caps, and Other Accessories)
- Wearable merchandise (shirts, hoodies, caps), toys (Funko Pop! and other action figures), and accessories can be returned within 7 days from the date of purchase or delivery only if they are damaged. The defect or damage must not be due to misuse or mishandling by the customer
- Items must be in their original condition, unused, unworn, and with all original tags and packaging intact
- Change of size: If you purchased the wrong size, you can return the shirt or hoodie within 7 days from the date of purchase or delivery for an exchange only. Exchanges for a different size are subject to availability
- Collectibles: Funko Pop – POP! Figures are mass-produced. As a result, minor variations occur during the manufacturing process. These variations can include slight creases or scuff marks on the packaging. While we wish everyone could receive a pristine box, it isn’t always the case. A box or packaging flaw is not considered a true defect as long as the toy or the content itself is unaffected
Items Excluded from Return Eligibility
- Items returned more than 7 days after the date of purchase or delivery
- Items without valid proof of purchase
- Items returned without complete original packaging, inclusions, or accessories
- Clearance items, except in cases of confirmed manufacturing defects
- Items returned due to change of mind, personal preference, or buyer's remorse, including unopened items
- "Orange Tag" and "Yellow Tag" items when the claim relates solely to cosmetic imperfections
Return Costs
In-Store Purchases
- Items purchased in-store must be brought back to the store for inspection.
- We will not cover shipping costs for in-store purchases under any circumstance.
Website Orders
- For confirmed fulfillment errors, we will cover both return shipping and replacement shipping costs.
- For defect-related claims, customers initially shoulder the return shipping cost. If the defect is confirmed during inspection, we will reimburse the return shipping cost and cover replacement shipping. If no defect is found, the item will be returned at the customer's expense.
- All returned items must be securely packed using the original packaging and appropriate protective materials. Returns damaged due to insufficient packaging may be denied and returned at the customer's expense.
- For purchases made through Shopee, Lazada, TikTok Shop, or other third-party marketplaces, all concerns must be handled through the platform's official return or dispute process.
Exchanges and Refunds
- We will only replace items if they are proven to be defective or have factory/manufacturing damage. Exchanges are subject to availability. If the desired item is not available, a refund will be issued.
- Products purchased with a discount may be exchanged/refunded based on the discounted amount. Refunds will only cover the purchase price actually paid.
- If approved, refunds will be processed using one of the following methods:
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- Credit Card and Debit Card Payments (Website Orders Only) – Refunds may be credited back to the original card used for the purchase. Processing may take up to 30 banking days and is subject to the refund processing time of the issuing bank. If a refund to the original card is not possible, the refund will be issued via bank transfer or e-wallet transfer to an account nominated by the customer.
- Credit Card and Debit Card Payments (In-Store Purchases) – Refunds will be issued via bank transfer or e-wallet transfer to an account nominated by the customer. Processing may take 3–7 banking days from the date all required account details are received.
- GCash, Maya, Online Bank Transfer, and QRPH Payments – Refunds will be issued to a bank account or e-wallet account nominated by the customer. Processing may take 3–7 banking days from the date all required account details are received.
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Cash Payments – Refunds will be issued via bank transfer or e-wallet transfer. Processing may take 3–7 banking days from the date all required account details are received.
For any questions or further assistance, please contact us at 0939 925 8802 or email us at help@thetedellis.com.