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. Fender will provide a prepaid shipping label to cover send and return freight costs. Products are considered damaged or defective at the reasonable discretion of Fender and require a Return Authorization (RA) number to receive a shipping label. The damage should be reported within 48 hours of receipt.

WHAT IF I AM SIMPLY NOT SATISFIED WITH MY PRODUCT AND WANT TO RETURN IT?
To meet the deadline for returns, you must, within 30 days of receipt, either:
dispatch the product to be returned; or
send your communication concerning your intention to return the product via the contact details outlined above.

If the products in your order are split into several deliveries over different days, the period runs from the day after the last delivery. You will receive a refund including any standard delivery costs you paid. This is subject to the conditions set out below:
Excluding harmonicas, ear-plugs and in-ear monitors of which the packaging is unsealed after delivery.

Excluding products that have been made to your specification or have been personalised for you.
If you have communicated that you wish to return the product(s), you must send back the product(s) or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your intention to return the product. The deadline is met if you send back the products before the period of 14 days has expired.
If you are returning a product to us by post, it must be securely packaged.

Fender will issue a prepaid shipping label to minimize your return cost. The cost of shipping your returned item back to Fender 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 for change of mind 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.

Mod Shop Policy

Due to the personalised nature of Mod Shop, we cannot cancel or make any changes to any Mod Shop orders once they have been placed. All sales are final. All defective products shall be subject to the Fender 2-year Electric Guitar and Bass Warranty.

Mod Shop orders will be delivered in 10-12 weeks from time of order being placed. If you receive a defective product, please contact us at [email protected] with details of the product and the defect.

Returns Procedure

HOW DO I MAKE A RETURN UNDER FENDER'S POLICIES?

All returns under our store policies require prior authorization from Fender and a valid Return Authorization (RA) number. Items returned without a valid RA number will be returned to you. To make a return under our policy:

1. To request a return, email the Fender Gear Advisors at [email protected]. They will provide you with a Return Authorization (RA) number and a prepaid shipping label.

a. Need to speak with someone directly? Call (61) 2 8198 1300 and select option 2. Please note: RA numbers can only be issued through email, not over the phone. Before calling, have your order number and the name on the payment card ready.

b. If emailing, please include your order number as well as the name on the credit card used in the transaction in your email.

2 After receiving your RA number and return shipping label, place the merchandise in its original packaging and apply the shipping label to the box, ensuring that the RA number is on the label.

3 Drop off the package at any TNT-FedEx shipping location or schedule TNT-FedEx to pick up directly. Send returns to:

Fender Music Australia Pty Ltd
Fender Online Returns
Ceva Logistics
100 Lockwood Road
Erskine Park NSW 2759

Fender will endeavor to process refunds within 7–10 business days of receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.

Exchanges and replacements are subject to product availability. You will be issued a refund for items that are no longer available or for which there is no satisfactory replacement.

Australian Consumer Guarantees

If you are a consumer in Australia you have statutory rights, including under the Australian Consumer Law. These rights are in addition to, and not limited by, our store policies, including those set out below. If a consumer guarantee under the Australian Consumer Law is not met, for example if a product is not of acceptable quality, then you may be eligible for a refund, exchange, repair, or to be compensated for loss. If the issue with the product is a minor one, we may choose to offer you a free repair of the product. If the issue is a major failure to comply with a consumer guarantee, you are entitled to elect to receive a repair, refund, or replacement product. Further information about the consumer guarantees is available here.

Satisfaction Guaranteed

If you're not satisfied with your purchase for any reason, you may return it for a refund of the purchase price to your credit card or exchange it with another product within 30 days of receipt.
(Excluding Harmonicas, Ear Plugs and Mod Shop orders - See Mod Shop Policy).