Symphonia Strings Return Policy
Returns and Exchanges
Can I return my purchase?
Yes, our return policy includes a 14-day guarantee for all orders. You'll receive a full refund for items returned in 'like new' condition with original packaging within this 14-day window. Please note, shipping charges for returns are the responsibility of the customer and will not be refunded.
Symphonia String owned instruments
Same 14-day guarantee applies. Customers can return the instrument for a full refund, as long as it is in its original condition.
Condition Requirements: The instrument must be returned in the same condition as it was sold. Any signs of damage or wear might result in a restocking fee or refusal of the return.
Consigned Instruments and bows are non-returnable
Instruments sold on consignment are generally considered final sales, and returns are typically not accepted unless there is a significant issue, such as a misrepresentation of the instrument’s condition.
What about instruments, bows, or cases?
Yes, you can return instruments, bows, or cases. We take pride in ensuring that all our instruments, bows and cases are in excellent condition when sold. Any returned instruments, bows and cases should be in 'like new' condition, and any damages may result in depreciation costs being deducted from your refund amount.
Can I return used strings, rosin, Pirastro KorfkerRest?
Unfortunately, we cannot accommodate returns for used strings, rosin, Pirastro KorfkerRest. In the case of rosin, "used" is defined as the rosin's surface being marked with scratches, lines, or other signs of use. For strings, "used" is defined as having winding ends, curled ends on the pegbox side, etc. There are also no refunds for Pirastro KorkerRests due to the customisable nature of the shoulder rest.
How do I initiate a return?
Please send us an email at info@symphoniastrings.co.nz
Who pays for return shipping?
Return shipping charges are the responsibility of the customer.
What about gift cards?
Gift cards cannot be returned or exchanged for cash.
Can I cancel or change my order?
If you need to cancel or change your order, please contact us as soon as possible. While we make every effort to accommodate changes, we might not always be able to prevent your order from shipping.
What if there's a factory defect?
We stand behind the quality and safety of all our products. If your item is defective within 30 days of purchase, simply return it to us for a replacement.
If it is more than 30 days from your purchase, please contact our team.
Are clearance or final sale items returnable?
No, items purchased as part of a clearance or final sale promotion cannot be returned or exchanged.
What if I'm outside New Zealand?
International returns are evaluated on a case-by-case basis due to varying customs laws and shipping costs. Please reach out to us for assistance with international returns.
