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.

FIVE YEAR WARRANTY? REALLY?

Max Guitar Store is a unique guitar store and service is extremely important to us and our customers! Our confidence and satisfaction scores are near perfect and we would like to keep them that way. We think it is important that customers are satisfied in the long term and that is why we give a FULL year warranty on used instruments and, in addition to the legally required EU warranty period of two years, an additional THREE year warranty—so that is a total of FIVE years warranty on new stringed instruments. We have that much confidence in our brands and products. That just feels good and gives you more security!

(Note: on amps, effects and accessories the standard two-year warranty applies.)

14 DAY EXCHANGE GUARANTEE

We also offer a 14-day exchange guarantee on instruments, effects, and amps. If you are still in doubt when purchasing—for example, between that red and that sunburst guitar, or between that Boss or MXR overdrive pedal—and you buy one of the two, we offer the possibility to exchange your purchase within 14 days for the other. All without extra costs, provided that the item is in the same condition as when it was purchased. Of course, you pay the net price difference or you get a store credit or, in some cases, a refund depending on what we agree on.

LEGAL WARRANTY

All products you buy from us are of course subject to a legally required EU warranty of two years. This means that a product must be in good condition and must do what you can reasonably expect from the product. In addition to the extended warranty period offered by us, the legal warranty applies without prejudice. If a product does not meet these reasonable expectations, we will provide a suitable solution as soon as reasonably possible. Depending on the product, we will do this through replacement or repair.

WARRANTY OVERVIEW

1 YEAR WARRANTY – Max Guitar Store gives a 1-year warranty on all used string instruments that we sell.
(Note: not on used tube amplifiers)
2 YEAR WARRANTY – Max Guitar Store provides a 2-year warranty on all new electronic products we sell.
5 YEARS WARRANTY – Max Guitar Store gives a 5-year warranty on all new stringed instruments that we sell.
LIFETIME WARRANTY – A limited lifetime warranty is sometimes offered by a manufacturer. Ask us for more details.

EXAMPLES OF EXTENDED WARRANTY

Some of our brands offer great extended warranty plans as standard. Most of them are so-called "Limited Warranty" plans and require registration. These are some examples:

BOSS Compact Pedals: 5-Year Warranty
Gibson: Limited Lifetime Warranty
Fender: 1 Year (accessories), 5 Years (electronic products), Limited Lifetime (acoustic & electric instruments)
MONO Cases: Lifetime Warranty

NOT ALL PRODUCTS ARE COVERED BY WARRANTY

There is no return & exchange policy or warranty on all items that are prone to deteriorate in quality when used (e.g., tubes, strings, cleaning products, earplugs, speakers, headphones, harmonicas). For all pre-owned products, we offer a 12-month warranty period, with the exception of pre-owned tube amplifiers. These are sold "as is", meaning we cannot warranty them. We always maintain the right to attempt a repair within the warranty period before considering a replacement.

Full list for your reference:

Products with reduced functionality due to use and wear
Products sold under the heading “sold as is”
B-stock items with damage or defects (see “what is B-stock” below)
Damage as a result of neglect, poor maintenance, or improper use
Damage due to not following supplied instructions
Products modified or damaged due to alterations or repairs
Problems due to humidity or weather conditions
Tubes in new tube amps have a two-week warranty. After that, the warranty expires
No warranty on used and vintage (tube) amplifiers
No warranty on computer parts/accessories, media, software, and consumables (strings, picks, tubes) unless specified by the manufacturer

PROCEDURE

If the item cannot be repaired or if the repair cannot be carried out under warranty, we will inform you as soon as possible, but at the latest within 14 days, about the next steps. When handling warranty claims, we naturally follow the law and the general terms and conditions of the Thuiswinkel organization.

When you report a complaint or defect, we will check whether the warranty provisions apply to your case. If the complaint or defect is justified, the costs within the warranty period will be borne by Max Guitar Store.

WHAT IS B-STOCK?

B-stock items are guaranteed to function 100% as they should and usually come with a factory warranty unless otherwise stated. B-stock can be defined by one of the following:

May be a brand-new item with a cosmetic flaw
May have been used as a demo model in the store
May have been exhibited at a music show
Items may have been returned or exchanged to us

SOMETHING TO RETURN?

Please fill in our return form:

Fill In Return Form

RETURN SHIPMENTS: CUSTOMER RESPONSIBILITY

At Max Guitar Store, we value transparency and fairness when handling returns. As a general rule, the customer is responsible for return shipments, their costs and ensuring items are returned in their original condition.

CUSTOMER RESPONSIBILITIES

1. Shipping Costs:
For returns due to personal preference or a change of mind, customers are responsible for covering shipping costs. This includes items exchanged under our 14-day exchange guarantee. Go to the Exchange & return icon to learn all about the subject.

2. Item Condition:

- Returned items must be in their original condition, with all packaging, accessories, manuals, and proof of purchase included.
- Items not meeting these criteria may be subject to restocking fees or refusal of the return.
- Special orders, consumables (strings, picks, etc.), and in-store tested items cannot be returned unless defective.

3. Packaging and Documentation:
Items must be carefully packaged to prevent damage during transit. Ensure the return includes the assigned Return Merchandise Authorization (RMA) number and any required documentation.

WHEN MAX GUITAR COVERS RETURN SHIPPING

We will cover return shipping costs only in these cases:

- The item is defective or has a manufacturing issue covered by warranty.
- The item was delivered incorrectly (wrong product or model).
- The item was damaged during shipping to you (please report this immediately upon receipt).

IMPORTANT NOTES

- Returns must be approved by our team, and an RMA number must be issued before shipping the item back. You can request a return here.
- No returns from outside the EU unless specifically agreed upon.
- When you choose for an exchange or for store credit or voucher we will not charge any return costs.
- Items damaged during return shipping due to improper packaging or handling will not be eligible for refund or exchange.
- Any shipping costs incurred by Max Guitar for defective or incorrect items will not apply to cases of buyer error or preference returns.

For assistance or to request an RMA number, please contact us at:

shipping@maxguitarstore.com