Primal Instinct Records — Maazca Sàrl Last updated: 09.04.2026

Article 1 — Scope

This Return and Refund Policy applies to all physical goods — vinyl records and merchandise — purchased through primal-instinct.net. It should be read alongside the General Terms and Conditions of Sale and the Shipping Policy.

Digital content (WAV files) is subject to specific withdrawal conditions set out in the General Terms and Conditions of Sale, Article 8.4, and is not covered by this Policy unless a technical defect is established.

Article 2 — Right of Withdrawal — EU Consumers

Customers habitually resident in a European Union Member State have the right to withdraw from their purchase without giving any reason within 14 calendar days from the day on which the Customer, or a third party other than the carrier designated by the Customer, takes physical possession of the goods.

For orders containing multiple items dispatched separately, the 14-day period runs from the day the Customer takes physical possession of the last item.

To exercise this right, the Customer must notify the Seller before the 14-day period expires using the contact details in Article 9 or by submitting the Model Withdrawal Form available in Appendix A of the General Terms and Conditions of Sale. The burden of proof that the right has been exercised in time lies with the Customer.

Article 3 — Conditions for Return

3.1 Vinyl Records Vinyl records are accepted for return under the right of withdrawal whether or not the outer shrinkwrap has been removed, provided:

• The record itself is unplayed and in its original condition
• All original inserts, inner sleeves, and packaging components are included and undamaged
• The item shows no signs of use beyond what is reasonably necessary to inspect it

3.2 Merchandise Apparel and branded merchandise are accepted for return under the right of withdrawal provided:

• The item is in brand new, unworn condition
• All original tags and packaging are intact and attached
• The item shows no signs of wear, washing, alteration, or damage attributable to the Customer

Items returned in a condition inconsistent with the above — including items that have been worn, washed, or show damage attributable to use — will not be accepted. The Seller reserves the right to refuse the return or apply a proportionate deduction from the refund to reflect any diminishment in value caused by handling beyond what is necessary to assess the goods.

Article 4 — Exclusions from the Right of Withdrawal

The following are not eligible for return under the right of withdrawal:

• Goods made to the Customer's specification or clearly personalised
• Sealed audio recordings that have been unsealed after delivery, to the extent permitted under the applicable law of the Customer's EU Member State (note: the application of this exemption varies by jurisdiction)
• Any other category of goods expressly excluded under Article 16 of EU Directive 2011/83/EU

Discounted and sale items are not excluded from the statutory 14-day right of withdrawal, which applies regardless of whether a product was purchased at full or reduced price. However, discounted and sale items are excluded from any goodwill or extended return arrangement beyond the statutory withdrawal period. No goodwill returns are accepted on sale items once the 14-day statutory period has expired.

Article 5 — How to Initiate a Return

To initiate a return — whether under the right of withdrawal or for a defective or incorrect item — the Customer must:

1. Contact the Seller at info@primal-instinct.net before returning any goods, stating the order number, the item(s) to be returned, and the reason for return
2. Await written return authorisation from the Seller
3. Return the item(s) to the appropriate return address (see Article 6) within 14 calendar days of notifying the Seller of the withdrawal decision

Returns sent without prior written authorisation will not be processed and may be returned to sender at the Customer's expense.

Article 6 — Return Addresses

Returns must be sent to the address corresponding to the product type:

Vinyl records: Triple Vision Record Distribution B.V. Achterhaven 160 c/o Marco Grijsen 3024 RC Rotterdam Netherlands Email: store@triplevision.nl

Merchandise (apparel and branded items): Customers must contact vertrieb@hwc-merchandise.com to obtain the applicable return address and instructions prior to returning any merchandise. Do not return merchandise to the vinyl address.

Article 7 — Return Shipping Costs

Returns under the right of withdrawal: Return shipping costs are borne entirely by the Customer. The Seller recommends using a tracked and insured postal or courier service. The Seller accepts no liability for items lost or damaged in return transit.

Returns of defective or incorrect goods: Where the Seller has dispatched a defective product or an incorrect item, the Seller will bear the cost of return shipping by providing a prepaid return label or reimbursing documented return costs upon receipt of the goods.

Article 8 — Refunds

8.1 Refund Amount Upon receipt of the returned goods and verification that they meet the conditions set out in Article 3, the Seller will refund:

• The full purchase price of the returned product(s)
• The original outbound shipping cost, up to the equivalent of the cheapest standard delivery option offered by the Seller at the time of order. Where the Customer selected an enhanced delivery option, only the standard equivalent is refunded.

Return shipping costs paid by the Customer are not refunded except where the return is due to a defect or error attributable to the Seller.

8.2 Refund Method Refunds are issued by the same payment method used for the original purchase, unless the Customer expressly agrees otherwise and no additional fee is imposed as a result.

8.3 Refund Timeline The Seller will process the refund within 14 calendar days of the earlier of:

• Receipt of the returned goods at the applicable return address
• Receipt of proof of return dispatch from the Customer (e.g. carrier tracking confirmation)

The Seller reserves the right to withhold the refund until the returned goods are received or proof of dispatch is provided, whichever occurs first.

Article 9 — Defective, Damaged, or Incorrect Goods

9.1 Defective or damaged goods Where a Customer receives a product that is defective or damaged at the time of delivery, the Customer must notify the Seller at info@primal-instinct.net within 7 calendar days of delivery, providing:

• The order number
• A description of the defect or damage
• Clear photographic or video evidence of the defect and, where relevant, the packaging

The Seller's default remedy for confirmed defective or damaged goods is a full refund of the purchase price and applicable shipping cost, processed within 14 calendar days of confirmation.

Where the Customer expressly requests a replacement rather than a refund, the Seller will arrange a replacement shipment subject to stock availability. Replacement is not guaranteed where the relevant product is out of stock or discontinued. Where replacement is not possible, a full refund will be issued.

9.2 Pressing defects — Vinyl Minor sonic characteristics inherent to the analogue vinyl manufacturing process — including low-level surface noise or occasional pressing grain — that do not materially impair playability do not constitute defects. Defects rendering a record wholly or materially unplayable are covered under this Article.

9.3 Incorrect goods Where the Seller dispatches goods that do not match the Customer's order confirmation, the Customer must notify the Seller within 7 calendar days of delivery. The Seller will arrange collection of the incorrect goods at its own cost and will dispatch the correct item or issue a full refund at the Customer's preference.

Article 10 — Non-EU Customers

Customers habitually resident outside the European Union do not benefit from the statutory 14-day right of withdrawal as a matter of EU law. Return requests from non-EU customers will be assessed on a case-by-case basis. The Seller's obligations with respect to defective or incorrect goods apply to all customers regardless of location.

Article 11 — Contact

For all return and refund enquiries:

Maazca Sàrl — Primal Instinct Records Email: info@primal-instinct.net Phone: +41 78 734 67 94 Contact: Marc-Antoine Mutillod

For vinyl return logistics specifically: store@triplevision.nl For merchandise return logistics specifically: vertrieb@hwc-merchandise.com