Returns

Ordering · Policy

Returns

Some items are returnable and some items are not. Read this before you order — and if you're unsure, ask us first. We'd rather answer the question than process a return.

Last updated 27 July 2026

If you receive a defective item, contact us immediately. If you want warranty or return information before you buy, call or email us — that is free, and it is the surest way to avoid a restocking fee on something that was never going to fit.

What is not returnable

These exclusions apply regardless of the 30-day window and regardless of condition.

  • 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.
  • Software and license keys. Absolutely no software or license keys are returnable. Software cannot be returned under any circumstances.
  • 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.
  • Trade-ins. All trade-ins of sales or used gear to Beyond Eleven are final.

Defective on arrival

In the event that a defective item is received, please contact Beyond Eleven immediately — our contact form or during regular business hours, 8am to 5pm CST.

Some items may carry a Money Back Guarantee from the product manufacturer. In the event that one of these items is returned, Beyond Eleven is not responsible for that return; you should contact the manufacturer directly in these circumstances.

How to return a returnable item

Contact a Beyond Eleven customer service representative by email or before shipping any product back. This helps expedite and ensure the proper action or credit upon processing. You will be issued an RMA (return approval) code to be used for your return.

What to do next

Email our contact form or , 8am to 5pm CST. To speed things up, have this ready when you request your RMA:

  • Customer number
  • Invoice number
  • Serial number
  • Reason for return
  • Action requested — replacement, return, repair or credit
  • Whether or not the box has been opened, or if it is still factory sealed

Do not ship anything back before you have the RMA code.

Window and condition

Return window
Products can be returned within the applicable amount of time after purchase, not to exceed 30 days from the date of purchase under any circumstances. After this time, product is considered “acceptable” by the customer and cannot be returned.
Condition required
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
RMA approval is contingent upon receipt of 100% complete products, among other things.

Restocking fees and deductions

The minimum restocking fee on an approved return is 15%. This is to cover credit card fees charged to Beyond Eleven, amongst other things.

Approved return — general minimum
Minimum 15%.
Non-defective item returned for money back (wrong item, for example)
Minimum 5% restocking fee.
Any item that has been opened
Minimum 15% restocking fee.
Maximum
This fee will not exceed 30%.
How 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.

Shipping it back

The customer is responsible for return shipping charges to Beyond Eleven, and is responsible for shipping all returned items back to Beyond Eleven. The 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 the possibility of shipping damage, it is recommended that boxed items are shipped within another box along with packing material.

The exception that catches people out

Items that are received with damaged boxes, or with writing on the box, will be refused by Beyond Eleven and the RMA will be denied. Do not write the RMA code, an address, or anything else on the product's own carton — put it inside an outer shipping box.

Installation and support

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 and software updates for electronic items, and manuals, subject to availability.

Before you buy

Fit, compatibility, tone, whether a part will actually work on your guitar — ask us. Send the brand, model and year and we will tell you before you buy. If you would like warranty or return information before purchasing your merchandise, please feel free to call or email us.

Beyond Eleven reserves all other rights.

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