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Complaints & Damaged Items

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If you receive a product with material or manufacturing defects, or if the content does not match the description at the time of purchase, consumer protection laws apply. You always have a 24-month right to claim from the date of delivery.

Note on sealing: We only sell new products. Occasionally, items arrive from our suppliers without shrink-wrap or with minor seal damage. This does not constitute a valid reason for a claim, as long as the item itself is intact and defect-free.

How to make a claim

To help us assess your case as quickly as possible, please send an email to info@imusic.dk with the following:

  • ▪ a detailed description of the issue.
  • ▪ photos or a short video showing the defect.

What happens after approval?

Once your claim is approved, our customer service will determine if a return is necessary. Within the EU, we will cover the costs and provide you with a prepaid return label. Outside the EU, due to high freight and customs fees, we generally do not require a return; instead, we may ask for proof of destruction.

Depending on the case, we will offer one of the following solutions:

  • ▪ a replacement product or a full refund (including original shipping if the order only contained the defective item). Please note that replacements are shipped, and refunds are issued, as soon as the claimed item has been received back at our warehouse (for EU orders) or once proof of destruction has been provided and approved (for non-EU orders).
  • ▪ a discount if the damage is assessed as minor.

If the claim is found to be unjustified (e.g., damage caused by misuse or wear and tear), all shipping costs associated with the case will be charged to the customer.

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If your item is damaged upon arrival or is defective, please contact our customer service. If you suspect that your item may be damaged, you are welcome to break the seal/shrink wrap to inspect it further.


To process your claim, we need clear photos or a short video of:

  • ▪ the damage itself on the item(s).
  • ▪ the external shipping packaging (even if it does not look damaged).
  • ▪ the item's EAN barcode.
  • ▪ the item's cover/sleeve.

For vinyl collectors, please note that minor cosmetic issues may occur, such as seam splits (where the vinyl record pierces the inner and/or outer sleeve during transit). If this happens, please contact us so we can find a fair solution.

Similarly, the outer box of a K-pop album is designed solely to protect the internal contents. According to the manufacturers, minor cosmetic wear and tear on the outer box is not considered a defect.

For further information, please read our terms and conditions.

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We strive for 100% accuracy, but mistakes can happen. If an item is missing or – more likely – if you have received something you didn't order, please contact us immediately upon receipt.

Please include your order number and clear photos of:

  • ▪ The item you actually received.
  • ▪ Our item label.
  • ▪ The item's EAN barcode.
  • ▪ The packing slip.

We will investigate the error and arrange for the correct item to be sent or a refund to be issued if a mistake was made on our part.

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This depends on where you are located:

Within the EU: We always ask you to return the defective item so our team can inspect it and make a claim with our supplier. In case of claims we will provide you with a prepaid return label. If your album only has minor damages, we may choose to provide a price reduction instead of a return. If you prefer a replacement item, it will be shipped as soon as your return has been handled at our warehouse.

Outside the EU: Due to high return shipping costs and long transit times, we generally do not require the return of defective items from outside the EU for complaints. Instead, the claim process consists of two steps:

According to our terms and conditions, we require the following photos in order to evaluate the damage and process the claim:

  • ▪ Only one photo per item.
  • ▪ The photo must show both the damage and the cover, so we can easily identify the album.
  • ▪ The iMusic label must be visible in the photo.

After reviewing these photos, our customer service will contact you with further instructions. As a consequence of the claim and before we can issue a refund or ship a replacement, you will generally be required to destroy the item and provide a photo as proof of destruction. If a replacement item is approved, it will be shipped as soon as we have received and validated this documentation of destruction.

Important: Please never return a defective item at our expense until you have been in contact with our customer service and received explicit instructions. A return of a defective item at our expense must always be approved by us in advance.

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If your claim is approved due to a manufacturing defect, an error on our part, or shipping damage, and a return is deemed necessary by our customer service, we will cover the return costs. Within the EU, we will provide a prepaid return label.

For customers outside the EU, please note that returning goods involves high freight and customs fees (as mentioned above). Therefore, we generally do not require items to be returned from outside the EU; instead, we may ask for a proof of destruction for a refund or a replacement order.

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iMusic only sells brand new, unused products. While the vast majority of vinyl records and CDs arrive factory-sealed in shrink-wrap, there are rare cases where the outer seal may be missing, damaged, or replaced with an open plastic sleeve.


When is it eligible for a claim? A claim is only justified if the actual product (the vinyl, CD, or cover) has a physical defect or damage. If the record and its cover are in mint condition, a missing factory seal or a different type of plastic sleeve is not considered a defect and does not qualify for a claim.


K-pop Outboxes: Similarly, the outer box (outbox) of a K-pop album is designed solely to protect the internal contents during transit. Minor cosmetic wear, dents, or scratches to the outbox do not constitute a product defect.