Refunds and exchanges

Returns Policy

If, for any reason, you are not satisfied with your online order, don’t worry: you have 14 calendar days from the date you receive your order to request a return.

To request a return, please contact us through our online forms or by email, indicating that you wish to return the product.

Once the return has been requested, the product must be shipped by the customer to our premises. The customer is responsible for arranging and covering the return shipping costs. The product must arrive in perfect condition, without any signs of use, and with all its original accessories and packaging.

Once we receive the product and verify that it meets the return conditions, we will refund the product amount using the same payment method used for the original purchase.

Keep in mind that there are several things that you will have to take into account for the return:

• Product returns must be made in their original packaging to ensure they arrive in perfect condition, without signs of use or damage. If 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, excluding the initial shipping costs.

• A restocking fee of 2% will be applied to the total amount of the purchase in case of a return due to dissatisfaction. This percentage is deducted from the final refund to cover the costs associated with the return management, such as processing, inspection, and restocking of the product in the inventory.

   

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 are 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. Still, if you detect any incident upon receipt, Fanatic Guitars will take care of picking up the damaged product and send you another unit. If we do not have more units in stock, we will refund the amount or exchange it for another model.

Please note the following indications:

• You must notify within the first 14 days from receipt of the order of any issues concerning the warranty. We may require photographs of the defective product before return.
• The returned products must be perfectly packed. If 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.