Sweetwater Return Policy: Everything you need to know
Worried about Sweetwater return policy? Unpack their 30-day return window, 90-day used gear guarantee, and shipping costs in clear, simple steps – read before you buy
Sweetwater is a leading online retailer for music gear and audio equipment, known for its customer-first approach and huge selection of new and used products. Whether it’s a shiny new instrument or a gently used piece of gear, Sweetwater aims to make returns as smooth and straightforward as possible for shoppers across the USA
This article will explain everything you need to know about Sweetwater Return Policy in a simplified way.
Sweetwater Return Policy at a Glance
Here’s a quick table to help you see the key points of Sweetwater’s return policy.
| Policy Feature | Details |
|---|---|
| Return window (new items) | Usually 30 days from shipping date |
| Return window (used items) | 90 days if item malfunctions or fails – not for remorse |
| Return condition | New condition, all accessories & packaging included, not abused/misused |
| Return shipping cost | Deducted from refund/credit if item shipped free; paid by customer for used items |
| Non-returnable items | Special orders, software, oversize/overweight, discontinued/closeouts/used, replacement speakers/parts, tubes, personal items (earphones, harmonicas, recorders), turntable cartridges, styli, control vinyl, open-box reeds, opened/used Ship kits, authorization keys |
| Restocking fee | Only if manufacturer rebate/promo was redeemed |
| Sanitization fee | $10 for woodwind/brass; mouthpieces: $5 (<$299) or $10 (>$299) |
| Refund type | Refund to original payment, in-house credit, or exchange |
| Free returns | No – outbound shipping cost is deducted if order shipped free; customer pays for used |
| Return authorization (RA) | Required; must call Sales Engineer first |
How Long Do You Have to Return Items?
New Products
For most new items, returns are allowed within about 30 days of the shipping date. Sweetwater calls this “a fair amount of time,” but it’s usually 30 days, which matches what most shoppers expect.
Used Gear
If you bought something marked as “used,” you’re covered by the 90-day Used Gear Guarantee – but only if the item malfunctions or fails during normal use, and hasn’t been abused. Returns for remorse or change of mind aren’t allowed for used items, only for defects or failure.
Which Products Can’t Be Returned?
Sweetwater tries to be flexible, but some items simply can’t come back due to health, safety, or special order reasons. Here’s what’s non-returnable:
- Special orders
- Software
- Oversize/overweight items
- Discontinued, closeout, and used products
- Replacement speakers and speaker parts
- Tubes
- Personal items (earphones, harmonicas, recorders)
- Authorization keys
- Turntable cartridges and styli
- Control vinyl
- Open-box reeds
- Opened or used Ship kits
There are also sanitization fees for returned wind instruments and mouthpieces:
- $10 for all woodwind and brass instruments
- Mouthpieces: $5 fee if under $299, $10 if over $299
Shipping Costs and Refunds
- If your order shipped for free, the original outbound shipping cost will be deducted from your refund or store credit.
- For used gear returns, you are responsible for all shipping charges to and from Sweetwater.
- A restocking fee may apply if your return involved a manufacturer rebate or special promotion. Be sure to keep details of any deals you redeemed.
- Refunds are processed quickly – most refunds are credited to your card or account within 2-3 business days after Sweetwater receives the return.
What If an Item Is Defective?
If something doesn’t work right out of the box, don’t panic!
- Contact Sweetwater’s Product Support team at (800) 222-4700 ext. 6400, or use their online support form.
- Explain the defect. If it’s under warranty within 30 days of purchase, Sweetwater will cover the shipping to replace the unit within the US.
- For used gear, if it fails within 90 days (and it’s not your fault), you can return it for a refund or store credit, minus shipping cost.
Simple Steps for Making a Return
Here’s how to return something to Sweetwater without headaches:
- Call your Sweetwater Sales Engineer to get a Return Authorization (RA) number – don’t send things back without one.
- Pack the item carefully, in the exact condition you received it. Include all accessories, documents, packaging, and keep those UPC codes intact.
- If the product shipped double-boxed, return it double-boxed, too.
- Write the RA number on the shipping label, not the product box.
- Don’t use duct tape or adhesives that leave marks on the original box – these can cause trouble.
- Ship by a tracked method like FedEx or UPS, and consider insuring the package for your peace of mind.
- If your order shipped free, remember the original shipping cost will be deducted from your refund.
Pack it up and ship to:
Sweetwater
RA # xxxxxx
5501 US Hwy 30 W
Fort Wayne, IN 46818
Important Things to Remember
- Restocking Fees: If you used a manufacturer rebate or promotion, a restocking fee may apply.
- Free Shipping Deduction: Sweetwater will deduct the original shipping cost from your refund.
- Processing Time: Refunds may take 2–3 business days to appear on your card after processing.
How to Contact Sweetwater for Help
- Phone (Toll-free): (800) 222-4700
- En Español: (800) 222-4701
- Local: (260) 432-8176
- Fax: (260) 432-1758
- Contact Form: Available on Sweetwater’s website
Phone Hours
- Monday–Thursday: 9 AM – 10 PM
- Friday: 9 AM – 8 PM
- Saturday: 9 AM – 7 PM
- Sunday: 11 AM – 5 PM
Product Support Hours
- Monday–Thursday: 9 AM – 8:30 PM
- Friday: 9 AM – 8 PM
- Saturday: 9 AM – 7 PM
- For any questions or issues – returns, product support, or order concerns – contact your assigned Sales Engineer or the general support line.
- Sweetwater’s team is dedicated to helping resolve all problems quickly and ensuring every customer is satisfied.
Common Questions
Pro Tips for Hassle-Free Returns
- Always call for an RA number first. Sending returns without one is like mailing a letter with no address – don’t do it!
- Double-box delicate gear. I always use extra padding. Shippers can be rough, and a dented box could mean a rejected return.
- Insure your return shipment. Accidents happen. Insurance is cheap peace of mind, especially for expensive gear.
- Keep original packaging and accessories. Opening a box carefully makes it much easier to return if needed. I save all the inserts, just in case.
Final Thoughts
Sweetwater’s return policy is customer-friendly, but you need to follow the steps closely: call for authorization, pack items just right, and know which items can’t be returned. Used gear has its own rules, but there’s still strong protection if something fails. If in doubt, their Sales Engineers are there to help – just pick up the phone or reach out online.
Please Note: Return policies can change over time. While this article aims to provide accurate information based on the policy at the time of writing, it’s always a good idea to double-check the return policy on official Sweetwater’s website for the most up-to-date return policy details. For any specific questions or situations not covered here, the official website or contacting Sweetwater’s Customer Service directly is the best resource.
