FENDER MUSICAL INSTRUMENTS CORPORATION


STORE POLICY

WE ARE HERE TO HELP

 

We're committed to providing our customers with a world-class online shopping experience.


You can find information regarding store policies and services below. To contact us directly, feel free to call toll-free or email us and we’ll be glad to help.


Need online support from a Gear Advisor? Send us an email now.


RETURNS FAQ

If a product is damaged or defective and is subject to the statutory warranty or the Fender Manufacturer’s Guarantee you may return the product. Fender will provide a prepaid shipping label to cover send and return freight costs as set out below. 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).

If you are not satisfied with your purchase or you want to return it for other reasons, you may rescind the purchase contract within 30 days from the day on which you, or a third party (other than the carrier) indicated by you, obtains physical possession of the product and return the product without giving any reason for a refund of the purchase price (excluding harmonicas, ear-plugs and in-ear monitors of which the packaging is unsealed after delivery). 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). You are only liable for any diminished value of the products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the products.

If you need to exchange your order for a different model, colour or item, we're happy to help. The easiest and fastest way is to return your unwanted items and then place a new order for the desired item.

Due to the personalized 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. If you receive a defective product, please contact us at [email protected] with details of the product and the defect. All defective products shall be subject to the Fender 2-year Electric Guitar and Bass Warranty.

RETURNS PROCEDURE


RETURNING A DEFECTIVE PRODUCT

If you believe a Fender product you have purchased from us is defective, please get in touch with our Customer Service team by email at [email protected], or call our local phone line provided in the Contact Us section of this website.



Please do not return any product to us until we have sent you a Return Authorization (RA) number.


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 Authorization (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 Authorization (RA) number.


If you need to get in touch with us after being issued with a Return Authorization (RA) number please include this in your communication.


After receiving your Return Authorization (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 Authorization (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 Authorization (RA) confirmation email, or you can drop off your parcel at a UPS Access Point near you.

 


RETURNING AN UNWANTED PRODUCT

To exercise the right of rescission and return your product, you must inform us in advance. Please email our Customer Service team at [email protected] or call our local phone line provided in the Contact Us section of this website. You can fill in the online form here but you are not required to use this form.


Alternatively, you can write to us to inform us of your decision to rescind the purchase contract by an unequivocal statement (e.g. a letter sent by post).


Fender EMEA Online Returns

Leo House,

Birches Industrial Estate,

East Grinstead,

West Sussex,

RH19 1QZ,

United Kingdom


To meet the deadline for rescission, it is sufficient for you to either dispatch the product to be returned within 30 days from receipt or to send your communication concerning your exercise of the right of rescission before the rescission period has expired. 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. 
  • 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). You are only liable for any diminished value of the products resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the products.  

If you have communicated that you exercise your right of rescission, you must send back the products 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 rescission from the purchase contract to us. 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. 


If you rescind from the purchase contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day we receive the goods back from you or (if earlier) 14 days after the day you provide evidence that you have returned the goods. Deduction could be made from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. 


We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.  


Fender will issue refunds & credits via Fender Sales BV. We also reserve the right to issue refunds & credits via Fender Sales BV.


If you are in the United Kingdom, send returns to:


ATTN: Online Returns

Fender EMEA

Unit 8, The Felbridge Centre

East Grinstead, West Sussex

RH19 1XP, United Kingdom


If you are in France, Germany, Spain and Italy, send returns to:


ATTN: Online Returns

Fender Sales BV

Tradeboulevard 4

Zevenbergen

NL 4761 RL

The Netherlands



MOD SHOP POLICY

Due to the personalized 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 8-10 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.

SHIPPING


All orders are subject to review, product stock, and product inspection to guarantee the best possible quality. Fender is not responsible for late shipments caused by weather, carrier delays, or any other causes beyond our control. Actual delivery times may vary depending on your location. All orders ship from the Netherlands.


STANDARD SHIPPING


FREE STANDARD SHIPPING OVER 49 €


German Addresses Only - 2-4 Business Days






EXPRESS SHIPPING


FREE EXPRESS SHIPPING OVER 250 €


German Addresses Only - 1-3 Business Days






HOW TO ORDER


Ordering online from Fender.com is easy! Simply choose the items you wish to purchase and add them individually to your shopping cart. Each time you add an item, you'll be able to view the entire contents of your cart and order subtotal. When you are ready to checkout, click the “View Cart” button and proceed to the secure checkout area. When ordering in stock items from Fender, your credit card will not be charged until your order has shipped. 


PRE-ORDERS

When making a pre-order on the Fender site, your form of payment will be charged at the time of purchase. Afterward, you will receive an email confirmation of your purchase and an email when your purchase has shipped. Should you have further questions or concerns about your pre-order, please use the contact information at the bottom of this page.



INTERNATIONAL ORDERS

While we truly appreciate your interest we are only able to accept orders and ship to customers in UK, Germany, France, Italy & Spain at this time.


If you want to place an order for another country, please use the Country Selector located at the bottom left of the page to redirect you to the correct web site. Please Note: Not all countries are currently able to take orders.



PRICING, PAYMENTS & TAXES

The following terms apply to your purchase from Fender Sales BV, Tradeboulevard 4, 4761RL Zevenbergen, Amsterdam through our DE store.


All prices are in EUROs and are subject to change without notice. The right to adjust the prices does not apply to orders that have already been checked out. We currently accept Visa, Visa Debit, American Express, and Mastercard credit cards for online orders. When you order through our secure online shopping cart, we charge your credit card in full, then ship your merchandise to you.


All orders are subject to verification and acceptance before shipping. The applicable VAT is calculated at the current rate of 19%. This value is included in the product price that you see displayed on the website. The only category, which is exempt from VAT, is children's clothing.


Questions can be directed via phone through Consumer Relations at 0800 1800 720 or email us at [email protected] or by mail to Fender Sales BV Prins Bernhardplein 200 1097 JB Amsterdam The Netherlands. These terms will be governed by the laws of the Netherlands.


Klarna: We offer buy now pay later payment options via Klarna. Full terms & conditions can be found on Klarna.com.



SECURITY

Fender has implemented Transport Layer Security (TLS) technology, one of the most robust encryption platforms available. Your credit card information will be encrypted from the moment you enter it until your transaction is processed. A browser in secure mode will display a URL address beginning "https://" rather than the standard "http://". The "s" stands for "secure."


Please note that we never ask a customer to confirm any account or credit card details via email. If you receive an email claiming to be from Fender asking you to do so, do not respond and contact us.


For full details see our Terms & Conditions


 

YOUR PRIVACY

Click HERE to read privacy policy.

PROMOTIONS


VOUCHER CODES & DISCOUNTS

If you have received a voucher code for use on Fender.com, the following terms and conditions apply in addition to the terms and conditions of the specific code:


  • Voucher codes cannot be applied to previously placed orders.
  • Voucher codes that offer a % off cannot be combined with other percentage off promotions or promos, with the exception of; * Free delivery promotions * The Fender Play Annual membership offer
  • Voucher codes are not transferable or redeemable for cash or credit.
  • Your voucher code may not be applicable to all items available at Fender.com.
  • To apply a voucher code, you must enter it prior to completing the order.
  • Voucher codes may only be used once, unless otherwise noted.
  • Fender reserves the right to cancel or modify discounts and coupon promotions at any time.


FIRST ORDER DISCOUNTS

Valid on first purchase only, valid on first-time email address submission only. One-time use. Discount may not be applicable to all items on Fender.com. By selecting "Sign Up Now" you agree to our Terms of Use and Privacy Policy. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, enter code in the promo code box at checkout. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Fender’s sole discretion. Other restrictions may apply. Offer valid while supplies last. Offer may be subject to geographical restrictions. Open to UK, French & German residents only.


TOTUM STUDENT DISCOUNT - UP TO 20% OFF

Up to 20% student discount off most products when you shop online at Fender.com. Discount may not be applicable to all items available at Fender.com. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, add a Fender product to cart and add Totum coupon to cart. Not valid on prior purchases, taxes, or shipping and processing charges. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Fender’s sole discretion. Valid while supplies last. Other restrictions and exclusions may apply. Offer may be subject to geographical restrictions. Open to UK residents only.


STUDENT BEANS DISCOUNT - UP TO 20% OFF

Up to 20% student discount off most products when you shop online at Fender.com. Discount may not be applicable to all items available at Fender.com. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, add an Fender product to cart and add Student Beans coupon to cart. Not valid on prior purchases, taxes, or shipping and processing charges. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Fender’s sole discretion. Valid while supplies last. Other restrictions and exclusions may apply. Offer may be subject to geographical restrictions. Open to UK, French, German, Spanish and Italian residents only.


SPRING SALE

UP TO 25% OFF SELECTED FENDER/SQUIER GUITARS AND BASSES

Up to 25% off select Fender & Squier Guitars and Basses when you shop online at Fender.com. Open to UK, France, and Germany residents only. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, add the relevant Fender product to cart, the discount will be automatically applied, then checkout. Not valid on prior purchases, taxes, or shipping and processing charges. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Fender’s sole discretion. Valid while supplies last. Other restrictions and exclusions may apply. Offer expires at 11:59 PM BST April 30th, 2024.


3 FOR 2 HAMMERTONE PEDALS OFFER

Receive one (1) free Hammertone effects pedal with your purchase of a two (2) Hammertone effects pedals at full price on Fender.com, Open to UK, France, and Germany residents only. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. Not valid on prior purchases, taxes, or shipping and processing charges. To redeem, add 3 Hammertone effects pedals to cart, the lowest value of the 3 pedals will have the offer applied. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Fender’s sole discretion. Valid while supplies last. Other restrictions and exclusions may apply. Offer expires at 11:59 PM BST April 30th, 2024.

CONTACT US

For further assistance, please contact the Fender EMEA Customer Service Department via email at [email protected] or phone:

 

Germany

Phone: 0800 1800 720

Hours: 10 a.m. - 6 p.m. CET



United Kingdom

Phone: 0333 200 8765

Hours: 9 a.m. - 5 p.m. GMT


France

Phone: 08 00 90 17 04

Hours: 10 a.m. - 6 p.m. CET


Spain

Phone: 91 114 21 31

Hours: 10 a.m. - 6 p.m. CET


Italy

Phone: 800 959156

Hours: 10 a.m. - 6 p.m. CET

 

EUROPEAN DISPUTE SETTLEMENT

See here for details on how to submit a European dispute settlement issue.

WASTE ELECTRICAL AND ELECTRONIC EQUIPMENT (WEEE)


As an online seller of electrical & electronic goods, we conform to all WEEE regulations. As such, if you purchase any Fender electrical and electronic equipment (EEE), we will dispose of any equivalent waste electrical and electronic equipment (WEEE) (Electric Guitars, Acoustic guitars with pre-amps fitted, Amplifiers, Audio) free of charge on a like-for-like basis. You can find more information on WEEE here .