Frequently Asked Questions

ANSWERS? WE'VE GOT THEM.
Here are the questions we are most frequently being asked:

FAQ

Generally 2-3 business days but could vary due to Covid 19 delays not in our control

Please contact us regarding international delivery.

Yes our prices include 15% GST.

Yes we love selling smiles. We offer full installation services throughout New Zealand specialising in AV, Networking, Automation, Security and CCTV solutions. Contact us now for more information.

Payment & Warranty

We accept all major types of payment but will not accept magic beans.

We stand behind the products we sell. Our hand selected brands are backed by a minimum of 12 months but depending on the products could be up to 60 months.

Please choose carefully. If you change your mind or if the item is a gift, it is The Sound Store Policy to not offer refunds. We are more than happy to offer an exchange or store credit providing the item is in as purchased condition and that proof of purchase is provided. If the goods are faulty we will meet our obligations under the Consumer Guarantees act to provide a remedy. It is our store policy to send all faulty goods to an Authorised Service Agent for assessment.

We stand for the quality of our Sonos products. We offer a two (2) year full warranty on all products sold. The details of this warranty are set out in our Terms of Use, License and Warranty Agreement. A summary of the conditions of the Sonos Sound Store Warranty is set out below. In the event that there is any conflict between this summary and the Terms of Use, License and Warranty Agreement, the Terms of Use, License and Warranty Agreement will prevail. Your local consumer protection laws may provide additional rules on warranty. The Sonos Sound Store Warranty does not in any way restrict the rights that you may have under such rules. The Sonos Sound Store Warranty covers defects in materials and workmanship in every Sonos product for two (2) year from the date of shipment from The Sound Store or the date of the original retail purchase from The Sound Store . The Sonos Sound Store Warranty does not guarantee that Sonos products will at all times operate without interruption or will be error-free, or that all errors may be corrected. If you have a valid claim under the Sonos Sound Store Warranty and have returned the product in accordance with the procedure set out below, we will repair or replace the defective product free of cost. If we determine that the problem is not covered under the Sonos Sound Store Warranty, we will notify you and inform you of service or replacement alternatives that are available to you for an additional fee. The Sound Store Warranty period is not extended if we repair or replace your product. Your Sound Store Warranty is not transferable with ownership, so if you give or sell the Sonos product to someone during the guarantee period, it's no longer covered for two (2) years but will still be covered for the manufacturers warranty of one (1) Year There are some exclusions to the Sonos Sound Store Warranty, including but not limited to: Problems that result from external causes such as accident, abuse or misuse; Use that is not in accordance with Sonos' product instructions; Products with missing or altered serial numbers; Products which have had their housings opened or are otherwise tampered with; or Problems caused by using third party accessories, parts, or components.

We are confident that you will love your new Sonos product, however, if you are unsatisfied for any reason, simply let us know within 100 days. Upon receipt of the returned goods, we will organise a refund for the full purchase price back on the payment method that made the initial purchase. If you need to return a product from outside of the Auckland Region, please contact The Sound Store. Shipping charges may apply. In order to return your Product under the 100 day return policy, please check that: You have purchased the product directly from The Sound Store (via our store in Newmarket or via the Sound Store Website); You contact The Sound Store and begin the return process within 100 days from the original shipment/purchase date; The product is returned in the original Sonos packaging, with all materials included, and in new or as-new condition; and You strictly follow the Sound Store return instructions as set out below.