Returns and Refunds
We do not have to provide a refund if you have changed your mind about a particular purchase, so please choose carefully. If the goods are faulty we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
This also applies to second-hand goods sold on our website. If you are purchasing a second hand product be sure it is what you want before you buy it. We will endeavour to provide you with as much information about the condition of the product as possible, including but not limited to photographic evidence of imperfections in the product. It is not always possible to assess the extent of the imperfections in second-hand goods via photos and descriptions alone. Should you receive the product and it not meet your expectations we are not obligated to offer a return or refund of the product. Please heed this warning carefully!
Unfortunately, human error can result in the wrong product being sent to you by mistake. Please accept our sincere apologies for this, it happens and we will work with you to reclaim the product at our expense and get the correct product to you. If you do receive an incorrect product contact us ASAP on 0800 600 007 so we can work towards a positive solution.
Faulty or Damaged Goods:
If the product arrives damaged or is faulty please contact us ASAP on 0800 600 007 so we can work towards a positive solution.
As per our refund policy above, we are not obligated to provide a refund if you have changed your mind on a product. However, at the discretion of the shop manager we may offer a product swap in the circumstance where you have accidentally purchased the wrong version of a product e.g. 5B drum sticks instead of 5A drum sticks. We all make mistakes :)
In the case where we accept a product swap or exchange you will be charged for the difference in price of the two products if that the new product is more expensive than the original product. In the case where the original product was more expensive than the new product we will, at our discretion, offer you a cash refund of the difference, or a store credit.
At the discretion of the shop manager we may offer a refund on a change-of-mind purchase. However, the product must be returned in original mint condition in the case of a new product, or in the original condition in which it arrived in the case of a second-hand product. In the case where we accept a return on a product you will receive, at our discretion, either a cash refund or a store credit.
Returns can be sent from your nearest Post Office. To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item. We may refuse to offer refunds in cases where the product arrives damaged due to poor packaging.
Please send returned products to:
The Music Warehouse
478 Hutt Road,
New Zealand 5010
0800 600 007