How do I return an item?
Some items are returnable Beyond Eleven and some items are not. In the event that a defective item is received, please contact Beyond Eleven immediately. If you would like information about warranties and return information before purchasing your merchandise please feel free to call or email us.
Some items may have a Money Back Guarantee from the product manufacturer. In the event that one of these items is returned, Beyond Eleven is not responsible for this return. Users should contact the manufacturer directly in these circumstances.
Unless Beyond Eleven is contracted for installation or support services, Beyond Eleven will not assist in the installation or configuration of products under any circumstances. Beyond Eleven may provide firmware/software updates for electronic items and manuals subject to availability.
Note: Absolutely no software or license keys are returnable. Parts, Bodies, and Necks are not returnable for refund under any circumstances. If a guitar body is found defective by the manufacturer it will be replaced with the identical model only.
To return an item that is returnable, please contact a Beyond Eleven customer service representative either via email (firstname.lastname@example.org) or phone (866) 203-7475 during regular business hours (8 am to 5 pm CST) before shipping product back to Beyond Eleven. This will help to expedite and ensure the proper action or credit upon processing. You will be issued an RMA (Return Merchandise Authorization) code that will be used for your return. For further expedition, when requesting your RMA, please have the following information handy:
- Customer Number
- Invoice Number
- Serial Number
- Reason for Return
- Action Requested (Replacement/Return/Repair/Credit)
- Whether or not the box has been opened or if it is still factory sealed
The minimum restocking free on a return that is authorized is 15%, this is to cover credit card fees charged to Beyond Eleven amongst other things. In order to the restocking fee for and authorized return of merchandise, all returns must be received in original condition and packed in the carton as if from the Manufacturer (this includes all foam padding or bubble wrap, all manuals, blank warranty cards, accessories, and/or other documentation included with the original shipment. RMA approval is contingent upon receipt of 100% complete products, among other things.
The Customer is responsible for return shipping charges to Beyond Eleven. Products can be returned if in applicable amount of time after purchase and not to exceed 30-days from date of purchase under any circumstances. After this time, product is considered "acceptable" by customer and cannot be returned.
Note: Software cannot be returned under any circumstances.
Customer is responsible for all risk of loss or damage incurred during shipping. For this reason, Beyond Eleven strongly recommends using only insured parcel post for delivery along with using proper packing. To reduce possibility of shipping damage it is recommended that boxed items are shipped within another box along with packing material. Items that are received with damaged boxes or writing on the box will be refused by Beyond Eleven and the RMA will be denied.
Note: any non-defective item that is returned for money back (wrong item, for example) has a minimum of a 5% restocking fee. Any item that has been opened has a minimum of a 15% restocking fee, this fee will not exceed 30%. The percentage is calculated using your order plus any handling fees. If free shipping was selected, those shipping costs will also be deducted from the return amount.
Customer is responsible for shipping all returned items back to Beyond Eleven.
Refurbished items are not returnable unless proven defective. If found defective refurbished items can only be exchanged for the same item.
Open box and discount (closeout) items are non-returnable
Beyond Eleven reserves all other rights.
All trade-ins of sales or used gear to Beyond Eleven are final.
In Store Purchases:
For all in-store (retail store) purchases, all sales are final. The retail showroom (retail store) is in place for you to try before you buy. To keep all our store product new first quality, we do not accept returns for items purchased in the retail store. We do however, offer in store credit for unused items for a period of 7 days. Parts are not returnable under any circumstances.