Refund policy
Returns & Exchanges
WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE PRODUCT AND WANT TO RETURN IT?
A damaged or defective product may be returned or exchanged for the same or a like product. Jackson will provide a prepaid shipping label to cover send and return freight costs. Products are considered damaged or defective at the discretion of Jackson and require a Return Authorization (RA) number to receive shipping label.
Aside from reported damages or defects, all returned items must be in their original condition with no signs of wear, damage, dinging, or scraping and include all original packaging, manuals, warranties, accessories, etc. (if applicable).
WHAT IF I AM SIMPLY NOT SATISFIED WITH MY PRODUCT AND WANT TO RETURN IT?
If you are not satisfied with your purchase, you may return it for a refund of the purchase price or exchange it for the same or a like product.
Jackson will issue a prepaid shipping label to minimize your return cost. The cost of shipping your returned item back to Jackson will be deducted from your overall credit or refund. If your purchase was eligible for free shipping, the original shipping cost of the product(s) returned will also be deducted from your credit or refund.
All returned items must be in their original condition with no signs of wear, damage, dings or scrapes and include all original packaging, manuals, warranties, accessories, etc. (if applicable). Returned items not adhering to this policy may be subject to a restocking/handling fee.
Returns Procedure
HOW DO I MAKE A RETURN?
Returning a defective product
If you believe a Fender product you purchased from us is defective, please contact our Customer Service team by email at [email protected], including your order number, product details and description of the issue you are experiencing.
If your product is covered by either your statutory consumer rights or the Fender Manufacturer's Guarantee, our Customer Service team will issue you with a Return Authorisation (RA) number and prepaid return label which can only be provided via email.
Please do not return any product to us until we have sent you a Return Authorisation (RA) number.
If you need to contact us after receiving a Return Authorisation (RA) number, please be sure to include it in your communication.
After receiving your Return Authorisation (RA) number, please print out your shipping label and attach it to the packaging of the product you wish to return ensuring that the Return Authorisation (RA) number is visible on the label. Returned products must be securely packaged for shipping.
You can then contact our delivery partner UPS to schedule a collection, following the instructions outlined in the Return Authorisation (RA) confirmation email, or you can drop off your parcel at a UPS Access Point near you.
Returning an unwanted product
To exercise your right of rescission and return your product, you must inform us in advance. Please email our Customer Service team at [email protected], including your order number, product details, and reason for return. If your request meets the conditions outlined below, we will issue a Return Authorisation (RA) number and a prepaid return label by email.
(Alternatively, you may notify us in writing via post at the following address):
Fender EMEA Online Returns
Leo House
Birches Industrial Estate
East Grinstead
West Sussex
RH19 1QZ
United Kingdom
You have 30 days from the date you receive your order to notify us of your decision to rescind the purchase contract. If your order is delivered in multiple shipments, the 30-day period begins the day after the final delivery. After notifying us, you have an additional 14 days to return the goods. The return deadline is met if the items are shipped back before the 14-day period expires. If returning by post, please ensure the product is securely packaged.
Returned items must be in original condition, showing no signs of wear or damage, and must include all original packaging and accessories. We may make deductions from the refund for any loss in value resulting from handling beyond what is necessary to assess the item’s nature, characteristics, and functioning.
Please note: harmonicas, ear-plugs, and in-ear monitors cannot be returned if the packaging has been unsealed. Customised or personalised products are also non-returnable.
We will refund all payments received, including standard delivery charges (excluding any supplementary costs if you selected a delivery option other than our standard service), within 14 days of receiving the returned goods or receiving proof of return - whichever comes first.
Refunds will be issued using your original payment method unless otherwise agreed. Refunds and credits will be processed by Fender Musical Instruments Corporation.
Return Shipping Addresses
If you are in the United Kingdom and wish to return your order yourself, please send the item to the address below, ensuring you include the provided RA number:
ATTN: Online Returns
Fender Musical Instruments Corporation
Unit 8, The Felbridge Centre
East Grinstead
West Sussex
RH19 1XP
United Kingdom
If you are in France, Germany, Italy, Spain, The Netherlands, Belgium, Austria, Portugal, Ireland, Finland, Poland, Sweden, Norway, Denmark, Switzerland, Czechia or Slovak and wish to return your order yourself, please send the item to the address below, ensuring you include the provided RA number:
ATTN: Online Returns
Fender EDC bv p/a DSV Contract Logistics
Exportweg 3
4782 JA Moerdijk
The Netherlands