Refund policy
Damage, defect, or wrong item
Contact us within 30 days of delivery if a record or package arrives damaged in transit, a record is defective, or we sent the wrong item. Include your order number and clear photos of the shipping package, jacket, and affected record or item. Once the claim is approved, Cool Cat Collection supplies the prepaid return label without using a taste-exchange credit. The replacement is released only after the returned LP is received and inspected. Do not send anything back until you receive return instructions.
Subscription-only taste exchanges
A subscription member can request a taste exchange for an LP received in their subscription at any point while the membership is active and an earned exchange credit is available. Taste-exchange credits do not cover individual catalog purchases or one-time curated surprises. The LP must remain unopened and factory-sealed, with the record, sleeve and packaging in perfect condition: no scratches, scuffs, wear or damage. We ship a replacement only after receiving the returned LP and confirming that it passes this condition inspection. The customer pays the return shipping. After the returned LP is received and passes inspection, the replacement is selected from available inventory using the customer’s updated taste profile and remains a surprise. It is added to the next scheduled box without an additional shipping charge; a separate immediate shipment is available for an additional shipping charge. Once authorized, the return must be shipped within 7 days.
To start an exchange, use the Cool Cat membership page, select the title being returned, and provide a specific reason so the curator brief can be updated. Do not send a return before receiving return instructions.
Taste-exchange credits
Each credit covers one eligible sealed LP. Credits unlock as paid boxes are delivered. Once earned, a credit stays banked until it is used while the membership remains active; it does not expire at the end of the unlock month:
| Plan | Taste-exchange credit unlocks |
|---|---|
| 1 LP monthly | After boxes 6 and 12 |
| 1 LP annual | After boxes 3 and 6 |
| 2 LPs monthly | After boxes 3, 6, and 10 |
| 2 LPs annual | After boxes 3, 6, and 9 |
| 3 LPs monthly | After boxes 3, 6, 9, and 12 |
| 3 LPs annual | After boxes 2, 5, 8, and 11 |
An exchange requested because the exact title is already owned adds that title to duplicate protection but does not reduce the weight of its genre. Other structured reasons adjust matching signals deterministically. Free-text notes are saved for the curator and are not interpreted automatically by AI.
Individual catalog purchases
Individual catalog purchases are final sale for change of mind, personal preference, accidental orders, or buyer’s remorse. We do not accept returns or exchanges for those reasons, even when a record remains sealed. The damage, defect, and wrong-item remedies above still apply, as do rights that cannot be waived under applicable law.
Used records may be sold individually and are identified on their product pages. Used records are never placed in subscription shipments or one-time curated surprises. Condition-specific issues are assessed against the condition disclosed on the product page.
This policy does not limit any rights that cannot be excluded under applicable consumer law.