Returns & Exchanges
What if there is a problem with my order?
If there's a problem with your order, the first thing to do is call your Sales Engineer. He or she will take care of you, no matter what. The only policy we have is we'll do whatever it takes to fix the problem and make you happy.

What if I receive a defective product?
For items purchased marked as "used" that malfunction or fail and that haven't been abused or misused, you may return these items within 30 days of purchase for a refund of the purchase price or an in-house credit minus the cost of shipping.

"No Hassle" Return Policy:
We want you to be completely happy with your purchase. If you are not satisfied with any new product, for any reason, you may return it for a refund of the purchase price or an in-house credit, or you may exchange for another product within a fair amount of time from the shipping date (usually 30 days). If your purchase was eligible for free shipping, the shipping cost will be deducted from your credit or refund.

How to Make a Return:
We're sorry your purchase didn't work out for you. To make a return, please first call your Sweetwater Sales Engineer to arrange for an RA (Return Authorization) number. Next, to ensure your exchange or credit is processed as quickly as possible and to help you avoid a return adjustment, please follow the below checklist:

If you have redeemed a manufacturer rebate or promotion, your return will be subject to a restocking fee.
Please write the RA number on the shipping label and NOT on the product box itself.
Items must be returned in the condition they were received, including all accessories, documentation, and packaging materials.
If your package was originally shipped double-boxed, please return the unit(s) double-boxed.
The product should be packed in the original product box with the UPC codes intact.
When repacking the product box, avoid using duct tape or other adhesives that can leave a residue.
Please use a shipping method that is trackable, such as FedEx or UPS.
Remember that if your order was shipped for free under our free shipping promo, the cost of outbound shipping will be deducted from your return credit.
We recommend that you insure your package when shipping back to us when purchasing your own shipping labels. Sometimes things get damaged en route, and if that happens, we want you to be covered.

Standard shipping tape
Wrapping materials:
Use the same wrapping materials that your product came with when returning your gear to us. Please use only standard shipping tape.

Double-box items
Double-box items:
Please double-box items so they arrive safely at our facility.

Improper returns:
Missing original packaging
Missing original packaging:
Please return item encased in its original packaging materials.

Item not double-boxed
Item not double-boxed:
Packages should be double-boxed to ensure safest arrival at our facility, unlike this unfortunate package.

No packaging peanuts
Do not use packaging peanuts:
Opt. for materials other than packaging peanuts—they're messy and we don't like them.

Once we've received your return, we'll process it as quickly as possible, but it can take 2-3 business days for the credit to be applied by the issuer of the credit card. Feel free to reach out to your Sales Engineer directly with any questions or concerns.