Returns Policy

All Fractal Audio and Redsound products are sold with a 15 day money back guarantee.  If for any reason you are dissatisfied with your purchase you may return it within 15 days for a full refund (less shipping costs).

Guarantee only applicable to new units bought directly through Independent Music. B-stock, demo, and all other non-standard products are not covered. If you purchase a product and return it you are not eligible for the guarantee on any future purchases of the same product.

If you are not satisfied with your purchase of a product, please log back into your account on this site, or email nz@independentmusic.com.au for a Return Material Authorization (RMA) request within 15 calendar days of the receipt of the product. You must return the product to the address provided with the RMA within 10 calendar days of the issuance of the RMA. Returns not received within 10 business days of RMA issuance may be rejected or assessed a 10% restocking fee. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product.

NOTE: Independent Music recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to Independent Music or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

Any product returned without an RMA number will be rejected and returned to the sender. Any product returned to an address other than that given along with the RMA will be rejected and returned to the sender. Any product that is not received within 10 calendar days of the RMA issuance will be rejected and returned to the sender.

All shipping costs are the customer's responsibility. The amount of the refund shall be the original purchase price less any shipping and handling costs.

Units must be returned in as-new condition. Any products returned that are not in as-new condition may be assessed a 10% restocking fee that will be deducted from the refund amount.

 

REGULAR RETURNS 

Legally, refunds are only available in fairly limited circumstances.

You are entitled to ask IMP for a refund if the item you bought is:
- not of acceptable quality
- does not match the description
- does not match the sample or demonstration model shown to you.

You are not automatically entitled to a refund if you simply change your mind or you later discover that you picked the wrong colour or the item doesn't fit.

Shipping

We ship exclusively to the North and South Islands of New Zealand. Shipments generally will be sent out one business day after we've received your order. Most items are sent via New Zealand Post. 

 

Shipping Notifications

You will receive email notifications from us when your purchase has changed status, here's what they mean: 

AWAITING PAYMENT

You've purchased the item, but have not yet paid for it. We're  waiting for your direct bank deposit to clear into our account.

AWAITING FULFILLMENT

You've paid for your item and it's going through our pre ship check. We test and update all items to the latest firmware before we ship them. You may also see this status if you've participated in a pre-sale and we're waiting for our shipment to arrive from the manufacturer.

AWAITING SHIPPING

We've updated and tested your item and it's waiting to be shipped.

AWAITING PICKUP

We've tested and updated your item and we're waiting for you to pick it up from us instore.

SHIPPED

It's on its way to you! You'll receive tracking information via email issued directly from our shop website.