If you would like to return an item please message us through eBay or call 1-855-PRYMAXE (779-6293) to request a return form.
30-Day Satisfaction Guarantee
If you are not 100% satisfied with your purchase, you can return it within 30 days of the original purchase date for a full refund. If an item is not received by us within the 30-day window, the package will be refused. All new items returned must be in BRAND NEW condition with zero signs of wear or use and must be returned in the original packaging with ALL materials (free/bundle items, warranty cards, plastic, pouches, manuals etc.). Demo (Like New/Gently Used/Open Box) items must come back in the same condition they were sent to you, with all included materials, if applicable. The cost of any missing or used bundle items will be deducted from the refund amount.
Our 30-Day Satisfaction Guarantee covers brand new and demo (like new/gently used) products only -- it does not cover used and clearance products (see below). It also does not cover items in the ?What is NOT Returnable? list below. Please note: All actual shipping fees paid by Prymaxe will be deducted from your refund. This contains orders that qualified for free or subsidized shipping.
Used and Vintage:
All Used and Vintage items come with a 48 hour approval period. All Used/Vintage items must be returned in the same condition they were sent to you in, as well as include all materials that came with it.
What is NOT Returnable:
Accessories (this contains all pickups, strings, picks, pedalboards, tuners, etc.) Clearance Items (Clearance items are clearly marked with "CLEARANCE" in the title) Special/Custom Orders
All returns should be insured by the buyer and sent via UPS, Fedex, or USPS with tracking. Please do not write on or attach tape or labels to the product box -- use a packing box to return the product. Please include the required return form in the box.
When will I get my refund?
Once your return is received by us, your refund will typically be processed within three business days. It typically takes a few business days for all credit card refunds to be processed and reflected on your statement. This means it will take a few extra days for your refund to show in your account after your return is processed. Please note: All actual shipping fees paid by Prymaxe will be deducted from your refund. This contains orders that qualified for free or subsidized shipping.
What if I receive a defective or incorrect item?
If a product is defective upon arrival, or the wrong item was received, we will send you a replacement/the correct item, and all the shipping fees will be covered by us. For defective items, Prymaxe reserves the right to refuse the return if we determine the reason for the unit failing was not covered under the warranty (i.e., if the item was damaged due to user fault or error). If you feel your item was damaged in shipping, please take plenty of pictures of the damaged box and item and immediately contact us so we can open a claim with the shipping company.
When will I get my replacement item?
If a defective or incorrect item was sent to you, we will send out the replacement as soon as we get the defective/incorrect item back and approve/process the return (typically within three business days). If we do not have the replacement in stock, we will issue a full refund. If you need the replacement to be sent out immediately, please place a new order, and when we get the defective/incorrect item back, we will issue a full refund of the original order.
When must I ship my return?
Your return must be received by us within 30 days of the original purchase date. This means you must ship your return with enough time for us to receive the package within 30 day deadline. If it does not arrive within 30 days, we will refuse the package. If you feel you sent the package within a reasonable time frame, but it arrived late due to the shipping company?s error, please immediately contact us to make an appeal before we refuse the package.
Why was my return refused?
There are a number of reasons your package could be refused by us, including:
It was a new/demo item received outside of the 30-day window
It was a clearance, accessory, or other non-returnable item
The package is missing items that were included in the original shipment
The item shows signs of wear
The original product box was damaged or written on/the item was packaged in a separate shipping box