Refund policy

Returns

At Sutton Instruments, we have a 14-day refund policy (excluding shipping costs) for our products.

If you are dissatisfied with your purchase, please contact us via email - enquiries@suttoninstruments.co.uk - within 14-days of receiving your order and we will issue you with an RMA form & number. The form is to be completed and included within the packaging of the product being returned. Also, the RMA number should be clearly marked on the return shipment, and tracking details emailed to us.

For us to offer a refund, products must be returned to us in “as new” condition and in their original packaging. Damaged, or incomplete products, will incur a minimum 20% restocking fee and may only be eligible for a credit note. It is important that the return shipping method should include tracking, which should also be emailed to us, and we recommend having package protection to the full value of the product, as we will not be responsible for lost shipments. The customer is responsible for return shipping costs, and the returned item must arrive at our return address within 14-days of obtaining the RMA form & number. Our Shipping fees will not be refunded. If you paid by Paypal, they will keep the transaction fee and return the amount minus this amount, which can vary depending on your local currency and the connected conversion rates, please see www.paypal.com for further details.

Refunds, in most cases, are completed within 10-business days of receiving the returned product.

 

If your pedal doesn’t function as intended

All of our pedals are covered by a 1-year, non-transferable, warranty. To return a pedal under warranty, please contact us via email - enquiries@suttoninstruments.co.uk - and we will issue you with an RMA form & number. The form is to be completed and included within the packaging of the product being returned. Also, the RMA number should be clearly marked on the return shipment. It is important that the return shipping method should include tracking, which should also be emailed to us, as we will not be responsible for lost shipments. If, after assessment, the pedal is found to be defective due to faulty parts or workmanship, the pedal will be repaired, returned free of charge and your initial postage cost will be refunded in full.

No postage refunds will be given for items without tracking details being sent.

 

User Damage

Any faults we find that have been caused by, but not limited to; misuse, accident damage, liquid ingress, incorrect power supply usage, or if the security seals have been broken, will not be covered by the warranty (the warranty is for the first owner only and is not transferable). We may be able to offer a price to repair. In this instance all postage and repair costs must be covered by the owner - we will not carry out any work until both parties are happy to proceed.