Warranty & Returns
We are official retailers for virtually all well-known brands and products. In spite of the high quality products that we have in our range, it can occur that you run into problems with your gear. In that case we will be happy to provide you with a suitable solution as quickly as possible.
Our commitment to you is to ensure you are completely satisfied with your purchase. If you are not satisfied you can choose to return your purchased item(s). You can return your order within 2 weeks of receiving it. After choosing to return, we can help you with exchanging it for something else. Or you can ask for a refund.
If you experience technical issues with the product you recevied we would kindly like to request you send us an email (firstname.lastname@example.org) showcasing the problem in a short video. If you are unable to do so, please inform us regarding your experiences in the most complete manner possible. This will enable us to troubleshoot certain issues without you having to ship you purchase back to us.
Max Guitar only accepts returns with a valid return authorisation in writing by our staff and an assigned RMA number. (the abbreviation RMA stands for Return Merchandise Authorization) All online order returns must be reported to us within 14 days of delivery date. It is the buyer's responsibility to return unwanted products to the company in the condition they were received, in the original packaging and with a copy of the sales receipt. A free collection will only be made by Max Guitar in the case of defective or incorrectly delivered goods. Unwanted goods must be returned at the expense of the buyer. the costs of shipping are deducted from the refund of the purchase amount. Max Guitar reserves the right to charge a re-stocking fee for items that are not returned in the same condition. For special offers and discounted items, we always charge a 10% re-stocking fee, so do please consider before buying. Items that have been specially ordered for a customer or made to order can only be returned if they are defective. Max Guitar does not accept returns from consumables like plectrums, cables, strings etc and in-store tested and / or collected items or special orders.
Refunds initiated via Paypal may take up to two weeks to be fully processed. Please be mindful of this period.
Refunds due to problems with transportation will only be processed after our investigations have been completed. We will do our utmost to have this process completed as soon as possible however please allow up to several weeks.
Returning your order
To return your order, please follow these simple steps: 1. Contact us for a return number (RMA) Get your return number by emailing us. Mention your order- or invoicenumber, specify your reason for returning your purchased item(s), and state if you wish to exchange or want a refund. If you are experiencing technical issues, please provide us with photos/videos/recordings so we can evaluate the issue. 2. Send us your items, or return it at one of our stores. You can bring your items back to us yourself or ship it to us using a transport agency of your choosing. Please include the return number Alternatively, we are happy to plan a pickup of the items for your via DHL Express or DHL Parcel in NL. Please note the following when sending us your return:
- return your items in original packaging, and shipping box,
- include all belonging accessoiries, manuals and cables,
- always include a return form, or make a clear mention of the return number
- special ordered or manufactured items cannot be returned
After receiving your return, here's what happens next: 1. Checking the returned item(s) We will inspect and check your returned item(s) for any defects, wear and tear or damage. 2. Exchange or refundOnce your returned item(s) are checked, we will proceed with sending you the exchange item(s) or proceed with your refund. Please consider this for our return process:
- please allow up to 1-2 business days for our return inspection
- if any defects, wear and tear or damage is noticed, we will notify you of any consequences
- shipping costs for returns are not refunded
- please allow 5-10 business days for any refund to be fully processed
When buying a new product from us, you are covered by a 2 year warranty period (as stated by the European guideline "Buy & Warranty"). The product(s) you buy from us are therefore expected to be free from failures for 2 years, used under normal circumstances. Damage to instruments is only covered if, in spite of careful maintenance of the instruments involved, it arises as a result of faulty manufacturing.
Some of our brands offer great extended warranty plans. Most of them are so-called "Limited Warranty" plans and require registration. Take a look at some of them below and contact us for any questions.
- BOSS Compact Pedals: 5 Year Warranty
- Gibson: Limited Lifetime Warranty
- Fender: 1 Year (accessoiries), 5 Year (electronic products), Limited Lifetime (acoustic & electric instruments)
- MONO Cases: Lifetime Warranty
There is no return & exchange policy or warranty on all items that are prone to deteriorate in quality when used (tubes, strings, cleaning products, earplugs, speakers, headphones, harmonica’s). For all pre-owned products we offer a 6 months warranty period with the exception of pre owned Tube amplifiers. They are sold 'as is', meaning we can not warranty them. We always maintain the right to repair a defect or malfunction within the warranty period, before considering exchanging the defective product.
Note we do not accept returns from outside of the EU as the customer will not get the VAT reimbursed and we will have to pay import VAT again when the guitar arrives in the Netherlands.