We want you to feel confident with your Prymaxe purchase, which is why when you purchase a new product from us, you are automatically enrolled into our FREE Two Year Warranty.* 

What is covered:

• Brand new (non-clearance) products that have been purchased within the last two years
• Products that malfunction under normal use
• Cost of repairs

What is NOT covered:

• Used, vintage, and clearance products
• Products purchased more than two years ago
• Cost of shipping both ways
• Items with clear signs of abuse (up to Prymaxe’s discretion)

* We reserve the right to end this promotion at any time.

45-Day Satisfaction Guarantee

If you are not 100% satisfied with your purchase, you can return it within 45 days of the original purchase date for a full refund. If an item is not received by us within the 45-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/bundled items -- must be unused/unopened, warranty cards, plastic, pouches, manuals etc.). 

Our 45-Day Satisfaction Guarantee covers brand new 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 includes orders that qualified for free or subsidized shipping. Return shipping must be paid by the buyer. If you received a defective or incorrect item, please see our FAQ section below.  

* Prymaxe reserves the right to define abuse of the return policy on a case by case basis and consequently refuse subsequent return requests by said abuser and place them "All Sales Final".

Used and Vintage: 

All Used and Vintage items come with a 48 hour approval period. Please contact us directly at sales@prymaxe.com within 48 hours of receiving your product for us to set up a manual return for you. Be sure to include your order number and reason for return in the email. 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 includes all pickups, strings, picks, pedalboards, tuners, etc.)
• However, if you received accessories with the product as part of a bundle, the accessories must be returned with the product, and they must be unused and unopened
• Clearance Items (Clearance items are clearly marked with "CLEARANCE" in the title)
• Special/Custom Orders
• Personal items (such as headphones)
• Any item that states all sales are final/no returns on the product page

Return Instructions:

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 (these will be refused) -- use a packing box to return the product. Attach a shipping label with the RA number onto the shipping box.

To request an RMA number, please fill out the form below. If you are returning multiple items, please submit an individual request for each item (if you ordered a bundle, for example a pedal with a free pack of picks or strings, the bundle counts as one item and must be returned as a whole). If the form does not load for you, please email sales@prymaxe.com.

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FAQ

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 includes orders that qualified for free or subsidized shipping. Return shipping must be paid by the buyer. If you received a defective or incorrect item, please see the next question.  

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.

Please be very diligent with testing your defective item. Be sure to try other guitars, power supplies, cables, and amps. We also request that you take a video of the item not working. If we receive your item, test it, and find it to be working, we will give you a refund minus the cost of shipping both ways.

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 45 days of the original purchase date. This means you must ship your return with enough time for us to receive the package within 45 day deadline. If it does not arrive within 45 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.

What if I pre-ordered an item?

Even if you pre-ordered an item, we must still receive it within 45 days of your order date in order to give you a refund, so please try to only pre-order items you plan to keep. If the pre-ordered item arrives outside of the 45 day window from when you ordered it, you will have 7 days from the arrival date to send it back for store credit (minus original shipping cost) or a replacement.

Why was my package 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 45-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