Refund policy

Manufacturer Warranty Policy

Sometimes things don't go well... We are keen to sort things quickly and effectively for you when this happens.

We understand the importance of ensuring that your purchases are backed by reliable warranties. This policy outlines our approach to manufacturers' warranties for products purchased through our online store in New Zealand.

Scope of Coverage

  1. Manufacturer's Warranty: All products we sell come with a one year warranty.

  2. Duration: The duration of the manufacturer's warranty typically begins from the date of purchase. It covers defects in materials and workmanship under normal use during the warranty period.

  3. Exclusions: The manufacturer's warranty does not cover:

    • Damage caused by misuse, abuse, or improper care.
    • Damage resulting from accidents, natural disasters, or unauthorized repair.
    • Normal wear and tear.
    • Solace Instruments assumes no liability for property damage resulting from failure of this product nor any loss of income, satisfaction, or damages arising from the loss of use due to defects or availability of same during service.

Making a Warranty Claim

  1. Contact Us: If you believe your product is eligible for a warranty claim, please contact us via the contact page as soon as possible.

  2. Proof of Purchase: You may need to provide proof of purchase (e.g., order number, receipt) to verify the warranty coverage.

  3. Assessment: We will assess the issue and may require additional information or documentation to process your claim.

  4. Resolution: This may involve repair, replacement, or refund at the discretion of the manufacturer.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

All return shipping and insurance are the sole responsibility of the original purchaser.

Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. 
Unfortunately, we cannot accept returns on gift cards or items sold on sale stated as a 'second' or 'defective'.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at solaceinstruments@gmail.com.

We will always comply with the New Zealand Consumer Guarantees act:  https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act