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THESOUNDHAUS

Returns and warranty

Return unused items within 7 days with your receipt. Products carry a manufacturer or supplier warranty, typically 6 to 12 months.

Last updated 1 November 2026

Your rights

Nothing in this policy limits your rights under Zimbabwe's Consumer Protection Act (2019). Goods we sell must be of acceptable quality, fit for their ordinary purpose and match their description. If they are not, you are entitled to a repair, replacement or refund.

Returns within 7 days

If you change your mind, you may return an item within 7 days of purchase provided that:

  • it is unused and in the condition you received it;
  • it is in its original packaging with all accessories, manuals and tags;
  • you have your receipt or your WhatsApp order reference.

We will exchange the item or refund you by the method you paid with. Refunds to mobile money or card may take a few working days to show.

Items we cannot take back

For hygiene and consumable reasons we do not accept returns on strings, reeds, drumheads, drumsticks once used, earphones, in-ear monitors, harmonicas, mouthpieces and similar items, unless they are faulty.

Items ordered in specially for you, and items sold as clearance or ex-demo with a described fault, can only be returned if they are faulty in a way that was not described.

Faulty items

If an item develops a fault, bring it to either store or message us on WhatsApp with a description and, if possible, a short video. We will assess it and either repair it, replace it or refund you, depending on the fault and what the law requires. Faults caused by accident, misuse, liquid damage, incorrect power supply or normal wear are not covered.

Warranty

Products carry the manufacturer's or supplier's warranty. The period is typically 6 to 12 months depending on the brand; we will tell you the period for a specific product if you ask before buying. The warranty covers defects in materials and workmanship from the date of purchase.

To make a claim you need your receipt. We handle the claim with the supplier on your behalf and keep you informed on WhatsApp. Repairs may take time if parts have to be ordered; we will give you a realistic estimate.

How to start a return or claim

  1. Message us on WhatsApp at +263 715 177 958 with your receipt or order reference and a description of the issue.
  2. We confirm the next step and which store to bring the item to.
  3. Bring the item, packaging and receipt. We check the item and process the exchange, refund or claim.