If for any reason you are not satisfied with your online order, don’t worry because you have 14 days to proceed with the return, counting from the date of receipt of the order. Once we receive the goods and verify that they are in perfect condition, we will proceed to refund the amount of the product according to the payment method made. Please, contact us through our online forms (website, chat, email or social networks) beforehand so that we know that it is about a return. Don’t forget to include the invoice in the shipment!
Keep in mind that there are a number of things that you will have to take into account for the return:
- Product returns should preferably be made in its original packaging or in a suitable packaging that ensures they arrive in perfect condition, without signs of use or damage. In case the products are damaged due to improper packaging, we reserve the right to cancel the return.
- The customer will bear the cost of returning the products. We will not accept returns postage due.
- Once the product arrives at our facilities, we will make the return as soon as possible, within a maximum period of 14 business days. The amount of the return will include the amount paid for the products and the initial shipping costs, as long as they correspond to the cheapest standard commonly used by the company, and exceptuating those derived by other services arranged with the customer, like for example Express services.
Some products are excluded from the right of return:
- Products subject to wear such as valves, lamps, or any product that for hygiene reasons cannot be sold again, such as InEar systems, headphones, etc.
- Special orders made according to the buyer’s specifications.
- Data carrier products such as CDs, audio tapes, videos, DVDs, as well as any type of software, when it is not returned in its laminated sheet or with the seal intact.
What happens if my purchase arrives defective or damaged?
We do everything possible to ensure that your products arrive in perfect condition, but if you detect any incident upon receipt, Fanatic Guitars will take care of picking up the damaged product and sending you another unit. In case we do not have more units in stock, we will refund the amount or we will exchange it for another model.
Please note the following indications:
- You must notify within the first 14 days from receipt of the order any issues concerning the warranty. We may require photographs of the defective product prior to return.
- It is very important that the return products are perfectly packed. In case they are damaged due to improper packaging, we reserve the right not to accept the return.
- Important: If at the time of receiving the product from the transport company you detect any anomaly in the packaging (such as bumps, holes, dents, etc.), it is preferable that you reject it and contact us.
For more information, please see our Terms and Conditions.