Repair Policy

lodge Product Repair (Crowdfunding Product)

The lodge solar speaker (Crowdfunding unit) was offered as a perk on Kickstarter and Indiegogo to customers who backed lodge and supported the campaign. Similar to the majority of crowdfunding campaigns, we do not offer returns or refunds to backers who received the lodge solar speaker as a perk.

We are committed to all of our crowdfunding campaign backers and will continue to support them with troubleshooting, firmware updates and repairs (in warranty - 90 days from the date of purchase, and out of warranty) to ensure that they continue to enjoy their speaker.

The process for addressing product repairs for the crowdfunding unit is identical to the retail unit. Please see below.

lodge Product Repair (Retail Product)

We are confident that you will love the lodge solar speaker 4 series 2. The speaker was designed to be rugged and weather-proof. If the lodge solar speaker is not functioning to stated specifications and requires service, please follow the steps outlined below:

Contact lodge customer service at hello@lodgesound.com. Customer can also contact lodge using our chat feature on www.lodgesound.com
Provide detailed description of the issue. Additionally, provide contact information so that a customer service rep can reach out and gather additional information.
The customer service representative will take the following steps –

Confirm the serial number of the speaker.
Validate purchase record – customer information (name, address, etc.)
Troubleshoot the issue via chat and/or email. In most cases, the issue can be addressed with our troubleshooting tips.
If the troubleshooting tips do not address the issue, the rep will provide information on how to send the speaker to lodge for a service evaluation and repair estimate. Note: If the product is under warranty (1-year parts and labor from date of purchase) then repair(s) will be performed at no additional charge to the customer, excluding one-way shipping fee for sending the speaker to lodge.
The rep will provide a pre-paid shipping label for the customer to return the speaker to lodge. Please note that this shipping charge will be added to total repair charges and is the responsibility of the customer to satisfy.

When returning the speaker for a service evaluation and repair estimate, customers should use the original packaging to pack and send the speaker back to lodge. Additionally, use bubble wrap or similar to protect the speaker from shipping mishaps, as much as possible.
Allow 14 days after lodge receives the speaker for a service evaluation and repair estimate to be completed (see labor fee below)

Service evaluation – non-refundable flat fee of $50
Typical service issues –

Board removal and replacement - $200
USB-C input assembly removal and replacement - $150

Allow an additional 7 days for the repairs to be completed after receiving customer approval for the repair estimate.
Once repair is completed, lodge will ship the speaker to the customer address on file. Lodge will pay for the return shipping fee.
As stated in our warranty policy, repairing the speaker does not change, extend, or add-to the warranty timeframe. The warranty for the speaker is 1-year parts and labor from the date of the original purchase.

lodge Product Upgrade/Replacement Offer (Crowdfunding and Retail)

We recognize that for some customers dealing with the time and costs (out of warranty) associated with repairs can be a hassle. We provide all of our customers an option to upgrade their crowdfunding unit or replace the retail unit with a new lodge Solar speaker. This is a great option for customers with crowdfunding units and/or a retail unit that is out of its warranty period. The cost of upgrading/replacing the speaker is $250 USD. In order to take advantage of this offer, please do the following:

Contact lodge at hello@lodgesound.com or the chat feature on www.lodgesound.com
The customer service representative will take the following steps –

Confirm the serial number of the current speaker.
Validate purchase record – customer information (name, address, etc.)

The rep will provide a pre-paid shipping label for the return of the existing existing speaker.
Customer should use original packaging to return the speaker to lodge.
After lodge receives the old speaker from the customer, the lodge rep will send to the customer the details on how to place an order for the upgrade speaker at the stated discount price.
The speaker will be shipped to the customer pre-paid.
Please allow 14 days after lodge receives the old speaker to process and ship the new speaker.

Lodge Limitations and Disclaimers

lodge sells its Products directly from lodgesound.com and through select authorized dealers and authorized online resellers. Purchase of a Product from or through anyone (including any retailer, reseller, or any online source) other than lodge, an authorized lodge dealer, or authorized lodge online reseller will not be considered for a return, refund and/or repair.
The lodge warranty and repair policy does not extend to problems in the Product that result from:

use of the Product in a way for which it was not designed.
use of the Product with other products, hardware or products not supplied by, and inconsistent with the documentation provided by lodge.
failure to update the product with firmware fixes made available by lodge.
Issues arising from external causes such as accident, abuse or misuse.
Product that has been tampered with and/or modified.