Warranties, Repairs, Replacements and Refund Policy
Products and services purchased from The Real Music Company are covered under the New Zealand Consumer Guarantees Act 1993. Under this act we have the right to repair, replace or refund you at our discretion.
All our products are supplied by New Zealand based distribution companies, so all warranties are supported within New Zealand. Unless otherwise specified, all new goods have a New Zealand warranty of 1 year, minimum. Some products may have a longer warranty; please contact us for details.
Repairs and Warranty Claims
If you experience any sort of problem, we encourage you to contact us as soon as you can so that we can help with a prompt solution. However, before contacting us we ask that you first go through the 'trouble shooting' list (found at the back of most instruction manuals) and check everything - especially that the product is plugged in correctly and the switch is on!
If you have done this and are still experiencing problems, please call us on 04 385 8353 during business hours; Monday to Friday 9.30am to 5.30pm and Saturday 10am to 3pm (excluding Public Holidays), or send a brief email to firstname.lastname@example.org to report the problem and we will advise a solution including how to return the product to us if deemed necessary.
Here at The Real Music Company, we want you to be confident and happy with your new product. If you are unsure whether a product will meet your needs please do not hesitate to contact us via email at email@example.com or phone 04 385 8353 for our advice before purchase. Under the New Zealand Consumer Guarantees Act 1993 we are not required to offer a refund on a product that you change your mind about subsequent to purchase.
A potential return may be considered on an individual, case-by-case basis by The Real Music Company. We reserve the right to decline a return at our discretion. Sale, clearance and second-hand items will not be eligible for return in this case.
Please do not send your purchased goods back to us without contacting us first.
Please do not send your purchased goods back to the manufacturer.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and you must supply a receipt or proof of purchase.
If we have agreed that you need to return your product, once it has been received and inspected we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
Shipping your Returns
To return your product, you should courier your product to:
The Real Music Company 9 Marion Street Wellington 6011 New Zealand.
You will be responsible for paying for your own shipping costs for returning your item, unless you are returning the item for a repair as agreed with us.
We recommend that you consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item but this will substantially lessen this risk.
Goods Damaged in Transit
Occasionally things do go wrong in between the product leaving us and getting to you. Please take careful note of the condition of the packaging when receiving the goods. Any damage/breakages are the customer’s liability after the product is signed for.
If you do discover an issue with the product upon delivery please contact us by email at firstname.lastname@example.org or 04 385 8353 as soon as you can so that we can resolve the issue.
If a refund is approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Late or missing refunds
If you haven’t received a refund yet:
First, check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email at email@example.com