Faulty Product Returns Policy

At FX Pedal Planet Online Store, we take product quality seriously. However, if you ever receive a faulty item, it is important to know your consumer rights and the steps to take to resolve the issue. This policy applies to all orders, both within the UK and internationally.

Understanding Your Consumer Rights

When you buy goods online in the UK, your rights are protected under the Consumer Rights Act 2015. This ensures that any product you purchase must be:

• Of satisfactory quality – free from faults or damage.
• Fit for purpose – suitable for its intended use.
• As described – matching the description provided at the time of purchase.

If an item fails to meet these criteria, you may be entitled to a refund, repair, or replacement.

What to Do If You Receive a Faulty Product

Within 30 Days: Right to Reject

If your product is faulty, you have the legal right to reject it and request a full refund within 30 days of receiving it. This applies if the item is broken, unusable, or not as described.

After 30 Days: Repair or Replacement

Once the 30 day period has passed, you can still request a repair or replacement. If the seller cannot offer either, you may still be entitled to a refund.

After Six Months: Proving the Fault

For the first six months, it is up to the retailer to prove that the product was not faulty at the time of purchase. After six months, the burden shifts to you to demonstrate that the fault was present from the start.

Steps to Take

1. Contact Us – Let us know as soon as possible if you believe your item is faulty.
2. Follow Our Complaints Procedure – Check our returns and complaints policy to ensure a smooth process.
3. Document Everything – Keep a record of emails, messages, and receipts related to your purchase and complaint.
4. Return the Product – If required, return the item in an appropriate condition so we can assess it.
5. Further Assistance – If the issue remains unresolved, you can seek help from Citizens Advice or Trading Standards.
6. Payment Protection – If you paid by credit card or PayPal, you may be able to claim a refund through your payment provider.

What Happens Next?

Once we receive your details, we will assess the situation and provide you with further instructions on how to return the faulty product. In some cases, we may request that you return the product to us, and we will cover the return postage costs if the item is indeed faulty. If you are unable to return the item yourself, please let us know, and we will assist in making arrangements.

Your Rights Under UK Distance Selling Regulations

Under UK Distance Selling Regulations, you have the right to cancel or return an item within 14 days of receiving it. In the case of a faulty product, you are entitled to a full refund, replacement, or repair. This right extends beyond the 14 day period and lasts for up to 30 days. After this period, we may offer you a repair or replacement if possible. If we cannot repair or replace the faulty item, you will be entitled to a full refund.

Refunds and Replacements

Once we have confirmed that the item is faulty, we will issue a full refund to the original payment method, or we can provide a replacement product if preferred. If we offer a replacement, we will cover all associated delivery costs. Refunds will be processed within 14 days of receiving the returned item, and we will send you a confirmation email once your refund or replacement has been processed.

Faulty Products Outside of the 30 Day Period

If you discover a fault with your product after the 30-day period but within the warranty period (if applicable), we will still be happy to assist you. We can arrange for a repair or replacement if the fault is covered by the manufacturer’s warranty. Please note that the length of the warranty varies depending on the product, so check the warranty details on your product page or in the documentation provided.

Our Faulty Product Process

If you believe your product is faulty, please follow the steps below:

Step 1: Contact Us

Report the fault directly to FX Pedal Planet Online Store, not the manufacturer. Your contract of sale is with us, and we are best placed to resolve the issue. Email us at npd@fxpedalplanet.co.uk with the following details:

• Your name and order number
• The product in question
• A summary of the fault (video and photographic evidence helps us resolve issues promptly). Videos can be sent via WeTransfer.
• Additional information, such as other equipment used, power supplies, and signal chain details.

Step 2: Our Reply

We will respond promptly, acknowledging your concern and advising on the next steps. To ensure a fair resolution, we may consult with the manufacturer and share your evidence with them.

Step 3: Manufacturer’s Request

The manufacturer may diagnose the fault using the evidence provided. If this is not possible, they may request that the product be returned to them for assessment.

Step 4: Returning the Product to Us

We may request that you return the product to FX Pedal Planet Online Store for assessment. If instructed by the manufacturer, we will liaise with all parties throughout the process. You will need to cover the return postage initially, however, if the product is found to be faulty, we will reimburse you. We recommend a tracked and signed service, please provide tracking details to npd@fxpedalplanet.co.uk

Step 5: Diagnosis

Once a diagnosis is available, we will inform you promptly. If the problem is a manufacturing defect and falls within the warranty terms, we will offer a repair, replacement, or refund. Some components (e.g. switches) may not be covered by the manufacturer’s warranty.

Step 6: Repairs

All repairs will be conducted by the manufacturer or a qualified engineer. Do not attempt repairs yourself, as this could void the warranty.

Step 7: Returning a Repaired Product

If a repair is completed, we will return the product free of charge. If applicable, we may refund the initial postage costs via bank transfer.

Step 8: Replacements

If a product is deemed faulty under the manufacturer’s warranty, a replacement may be offered. If the same item is not available, a repair or refund will be provided.

Step 9: Refunds

If a refund is approved, it will be processed within 14 days via the original payment method. We will also refund the initial return postage costs.

Step 10: If the Product Is Not Faulty

Sometimes, issues arise from incorrect setup rather than a fault. For example, effects pedals may be powered incorrectly (it happens). If a product is deemed not faulty, it will be returned to you, and carriage charges may apply. As a courtesy, we can assist in having the product repaired at your cost.

We aim to handle your enquiry with the same professionalism and care as when we ship your orders. If you have any questions about returns or faulty products, please contact us at npd@fxpedalplanet.co.uk or visit our CONTACT page for more details.

Thank you for shopping with FX Pedal Planet Online Store. We appreciate your business and are committed to providing you with the best possible service.