Shipping & returns
Shipping & Returns
Returns
We accept returns within 7 days of receiving your item. To be eligible, items must be unused and in their original undamaged packaging. Proof of purchase is required.
Please note that effect fluids (including fog, smoke, snow and bubble liquid) cannot be returned once opened. All other items should ideally be returned in their original unopened packaging where possible.
To start a return, email us at sales@edwardsnz.co.nz. Once accepted, we'll provide a return shipping label if needed and instructions on where to send your item. Items sent back without prior authorisation will not be accepted.
Returns must be sent to: Edwards Sound Systems Ltd, 68 Walls Road, Penrose, Auckland 1061
International customers: return freight is your responsibility unless we have agreed otherwise in writing beforehand.
Damages & Issues
Please inspect your order on arrival and contact us immediately if anything is defective, damaged, or incorrect. We'll sort it out.
Non-Returnable Items
The following cannot be returned:
- Opened perishable goods (fog, haze, bubble liquid, or other sealed consumables once opened)
- Custom or special-order items imported specifically for you
- Personalised or customised products
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
Exchanges
Return the original item and place a new order once the return is accepted. The same condition requirements apply.
Refunds
Once we receive and inspect your return we'll let you know whether your refund has been approved. Approved refunds are processed to your original payment method within 10 business days - allow additional time for your bank to post it.
Please note that a restocking fee of 10–20% may be deducted from your refund. This covers credit card fees and processing costs incurred when your order was placed.
No restocking fee applies if we sent you the wrong item.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@edwardsnz.co.nz
