Refund Policy
Acoustica® Ltd works hard to provide you with the highest quality products. Sometimes things go wrong so we’ve set out below how we’ll make it right.
We have a 14-day return policy, which means you have 14 days from the date you receive the product(s) to request a return.
Only items purchased on the Acoustica® website can be returned for refund or exchange. Items purchased in a physical store, specialty retailer, or elsewhere must be returned to their original point of purchase.
To be eligible for a return, your product must be in the same condition that you received it, or unused and in its original saleable condition. You’ll also need proof of purchase.
To start the return process, contact us at sales@acoustica.co.nz.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Products sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@acoustica.co.nz.
Defects, damages, and issues
Please inspect your order upon receipt. If you receive a shipment from us in which the product(s) is defective, damaged, or you believe that the wrong product or quantity has been sent, please contact us immediately at sales@acoustica.co.nz.
In cases of damaged products please keep all packaging and shipping materials to enable us to make a claim from our freight distributor.
Once we receive the product(s), we will investigate and do our best to respond to you within three working days.
If the product is defective, damaged, or sent in error, we will cover any shipping cost to return said product(s). We will also cover the shipping costs if we need to send any product(s) missing from your order.
Change of mind exchanges
We are happy to exchange unused products in still-new condition for another product of your choice. Exchanges must be arranged within 14 days of purchase by contacting us at sales@acoustica.co.nz. The fastest way to ensure you get what you want is to return the product you have and, once the return is accepted, make a separate purchase for the new product.
If exchanging your product for another product, and:
The selected product is a lower value, we will offer a credit for the difference between the purchase price of the original product and the selected exchange product.
The selected product is a higher value, you will be charged for the difference between the purchase price of the original product and the selected exchange product.
We do not accept returns on opened or used products unless faulty.
Shipping costs paid for the initial order, or your cost to return the products, will not be refunded. You will be responsible for the additional shipping charges for the other product.
Exceptions / non-returnable products
Certain types of products cannot be returned, e.g. custom products (such as special orders or personalised products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in contact if you have questions or concerns about your specific product.
Unfortunately, we cannot accept returns on sale products or gift cards.
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 within 10 business days. 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 sales@acoustica.co.nz.