STORE POLICIES



Satisfaction Guaranteed

We're committed to providing our customers with a world-class online shopping experience. You can find information regarding store policies and services below. To contact us directly, feel free to call toll-free or email us and we'll be glad to help.


If you’re not satisfied with your purchase for any reason, you may return it for a refund of the purchase price to your credit card or exchange it with another product within 30 days of receipt. Depending on product availability, items may be exchanged for another item of equal value.




Returns & Exchanges


WHAT IF I RECEIVE A DAMAGED OR DEFECTIVE PRODUCT AND WANT TO RETURN IT?

A damaged or defective product may be returned or exchanged for the same or a like product. Jackson will provide a prepaid shipping label to cover send and return freight costs. Products are considered damaged or defective at the discretion of Jackson and require a Return Authorization (RA) number to receive shipping label.

Aside from reported damages or defects, all returned items must be in their original condition with no signs of wear, damage, dinging, or scraping and include all original packaging, manuals, warranties, accessories, etc. (if applicable).


WHAT IF I AM SIMPLY NOT SATISFIED WITH MY PRODUCT AND WANT TO RETURN IT?

If you are not satisfied with your purchase, you may return it for a refund of the purchase price or exchange it for the same or a like product.

Jackson will issue a prepaid shipping label to minimize your return cost. The cost of shipping your returned item back to Jackson will be deducted from your overall credit or refund. If your purchase was eligible for free shipping, the original shipping cost of the product(s) returned will also be deducted from your credit or refund.

All returned items must be in their original condition with no signs of wear, damage, dings or scrapes and include all original packaging, manuals, warranties, accessories, etc. (if applicable). Returned items not adhering to this policy may be subject to a restocking/handling fee.


Returns Procedure

HOW DO I MAKE A RETURN?

All returns require prior authorization from Jackson and a valid Return Authorization (RA) number. Items returned without a valid RA number will be returned to you.


Contact the Jackson Gear Advisors team email us at [email protected] to obtain an RA number and a prepaid return shipping label.


  • If calling, please have your order number ready, as well as the name on the credit card used in the transaction.
  • If emailing, please include your order number as well as the name on the credit card used in the transaction in your email.

After receiving your RA number and return shipping label, place the merchandise in its original packaging and apply the shipping label to the box, ensuring that the RA number is on the label.

Send returns to:


Jackson/Charvel Manufacturing, Inc.
ATTN: Online Returns Dept.
Fender Sales BV
Tradeboulevard 4
Zevenbergen
NL 4761 RL
The Netherlands


Jackson will process refunds within 7–10 business days of receiving the returned item(s). Refunds may not appear on your credit card statement until the following billing cycle.


Exchanges and replacements are subject to product availability. You will be issued a refund for items that are no longer available or for which there is no satisfactory replacement.


Change or Cancel Order

We strive to ship your order as soon as possible after it has been placed. Provided that the shipping process of your order has not been initiated, we will be happy to attempt to change or cancel your order for you.


Unfortunately, if the shipping process has been initiated, we are not able to change, cancel or stop the shipment. Upon receipt, however, you may return the item (subject to the return policy terms). Visit our Store Policies page for more information about our return and exchange policy.


To request a cancellation or change to your order, please contact a Jackson Gear Advisor at [email protected].


Thank you for your consideration. 

Shipping

NOTE: All orders are subject to review, product stock, and product inspection to guarantee the best possible quality. Jackson is not responsible for late shipments caused by weather, carrier delays, or any other causes beyond our control. Actual delivery times may vary depending on your location.





STANDARD Shipping

German Addresses Only: 2-4 Business Days

All Orders
Select Standard Shipping in check out to calculate shipping rate.

STANDARD GROUND
 ORDER VALUE SHIPPING COST
2 - 4 Business Days
Orders Under
EUR 49		 EUR 4.99
Orders Over
EUR 49		 FREE

EXPRESS Shipping

German Addresses Only: 1-3 Business Days

All Orders
Select express shipping in checkout to calculate shipping rate.

EXPRESS GROUND
 ORDER VALUE SHIPPING COST
1 - 3 Business Days
Orders Under
EUR 499		 EUR 25
Orders Over
EUR 499		 FREE


NOTE: Please anticipate 40 to 60 days for deliveries to all Armed Forces shipping addresses.


Pre Orders

When making a pre-order on the Jackson site, your form of payment will be charged at the time of purchase. Afterward, you will receive an email confirmation of your purchase and an email when your purchase has shipped. Should you have further questions or concerns about your pre-order, please use the contact information at the bottom of this page. If the item you are interested in is in stock, you will be able to place it in your shopping cart and continue to check out.



If the item is out of stock with no ETA, you will not be able to add it to your cart and a “Notify Me When This Arrives” button will appear on the product page. Click the “Notify Me When This Arrives” button to sign-up and receive a back-in-stock email notification when the product is available again.


How to Order

Ordering online from JacksonGuitars.com is easy! Simply choose the items you wish to purchase and add them individually to your shopping cart. Each time you add an item, you'll be able to view the entire contents of your cart and order subtotal. When you are ready to checkout, click the “View Cart” button and proceed to the secure checkout area. When you order through our secure online shopping cart, we charge your credit card in full, then ship your merchandise to you.


International Orders

While we truly appreciate your interest we are only able to accept orders and ship to customers in UK, Germany, France, Italy & Spain at this time. If you want to place an order for another country, please use the Country Selector located at the bottom left of the page to redirect you to the correct web site. Please Note: Not all countries are currently able to take orders.


Pricing, Payments & Taxes

The following terms apply to your purchase from Fender Sales BV, Tradeboulevard 4, 4761RL Zevenbergen, Amsterdam through our DE store.


All prices are in EUROs and are subject to change without notice. The right to adjust the prices does not apply to orders that have already been checked out. We currently accept Visa, Visa Debit, American Express, and Mastercard credit cards for online. When you order through our secure online shopping cart, we charge your credit card in full, then ship your merchandise to you.


All orders are subject to verification and acceptance before shipping. The applicable VAT is calculated at the current rate of 20%. This value is included in the product price that you see displayed on the website. The only category, which is exempt from VAT, is children's clothing.


Questions can be directed via email through Consumer Relations at [email protected], or by mail to Fender Sales BV Tradeboulevard 4, 4761RL Zevenbergen, Amsterdam The Netherlands. These terms will be governed by the laws of the Netherlands.


Your Privacy

Click HERE to read privacy policy.


PROMOTIONS

VOUCHER CODES & DISCOUNTS

If you have received a voucher code for use on Jackson.com, the following terms and conditions apply in addition to the terms and conditions of the specific code:


  • Voucher codes cannot be applied to previously placed orders.
  • Voucher codes that offer a % off cannot be combined with other percentage off promotions or promos, with the exception of; * Free delivery promotions
  • Voucher codes are not transferable or redeemable for cash or credit.
  • Your voucher code may not be applicable to all items available at Jackson.com.
  • To apply a voucher code, you must enter it prior to completing the order.
  • Voucher codes may only be used once, unless otherwise noted.
  • Jackson reserves the right to cancel or modify discounts and coupon promotions at any time.

FIRST ORDER DISCOUNTS

Valid on first purchase only, valid on first-time email address submission only. One-time use. By selecting "Sign Up Now" you agree to our Terms of Use and Privacy Policy. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, enter code in the promo code box at checkout. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Jackson’s sole discretion. Other restrictions may apply. Offer valid while supplies last.



STUDENT BEANS - UP TO 20% OFF

Up to 20% student discount off most products when you shop online at Jackson.com. Discount may not be applicable to all items available at Jackson.com. Offer may not be combined with any other sale, promotion, discount, code, coupon and/or offer. To redeem, add a Jackson product to cart and add Student Beans coupon to cart. Not valid on prior purchases, taxes, or shipping and processing charges. Promotion has no cash value. Void where prohibited, taxed or otherwise restricted. This offer may be modified or discontinued at any time in Jackson’s sole discretion. Valid while supplies last. Other restrictions and exclusions may apply. Offer may be subject to geographical restrictions. Open to FR/DE residents only.


BLACK FRIDAY PRICE PROMISE

Price Promise - Summary Terms & Conditions

Buy in November & we'll refund the difference if the price drops before 4th December.

Italy, Spain, Germany, France, UK Fender.com customers only. 9:00 AM CET on 1 November, until 12:00 AM (midnight) CET on 14 December 2024.. Customers will be entitled to a refund for the difference in price, if a product purchased during the Price Promise Period is reduced in price during the Black Friday Sale or the Cyber Monday Sale. Full Terms & Conditions below:

Price Promise - Full Terms & Conditions

1. Promotion Overview

This promotion ("Promotion") entitles Eligible Customers to a Refund for the difference in price if an Eligible Product purchased during the Price Promise Period is reduced in price during the Black Friday Sale or Cyber Monday Sale.

  1. “Price Promise Period” means: 9:00 AM CET on 1 November, until 12:00 AM (midnight) CET on 14 December 2024.
  2. “Black Friday Sale” means: 09:00 AM CET on 15 November 2024, until 12:00 AM (midnight) CET on 1 December 2024.
  3. “Cyber Monday Sale” means: 09:00 AM CET on 2 December 2024 until 12:00 AM (midnight) CET on 4 December 2024.
  4. “Refund” means: price paid during the Price Promise Period – lower price during Black Friday Sale or Cyber Monday Sale = refund amount.

2. Eligible Products

All products listed on Fender.com during the Price Promise Period are eligible.

3. Eligible Customers

To be eligible for this Promotion, customers must:

  1. Be a resident of Italy, Spain, Germany, France, or the United Kingdom, with a valid shipping address in one of these countries.
  2. Purchase an Eligible Product from Fender.com during the Price Promise Period.
  3. Retain proof of purchase, including the order number and confirmation email.
  4. Comply with the Refund Process terms set out below.

4. Refund Process

To claim the refund:

  1. Customers must email Fender’s customer service at [email protected] within 14 days following the end of the Price Promise Period, providing the order number, and product details.
  2. Refunds will only be issued to the original payment method used for the purchase. No alternative payment methods will be accepted.
  3. Claims will be processed within 14 days of submission.

5. Exclusions

The following are excluded from the Promotion:

  1. Products purchased from third-party sellers, marketplaces, or retailers.
  2. Products purchased before or after the Price Promise Period.
  3. Products returned for a full refund.
  4. Products subject to a separate offer or discount.
  5. Prices adjusted due to errors or technical issues resulting in incorrect pricing.

6. Interaction with Returns Policy

If a customer returns an Eligible Product that they purchased during the Price Promise Period, they will receive a refund equivalent to the price that they paid for the Eligible Product, excluding VAT. All other terms of Fender’s return policy continue to apply.

7. Other Terms

  1. This Promotion cannot be combined with other offers, discounts, or promotions unless explicitly stated.
  2. Fender reserves the right to modify, suspend, or terminate the Promotion at any time without notice.
  3. The decision to offer price adjustments or discounts is at the sole discretion of Fender.
  4. Promotion is void where prohibited, taxed or otherwise restricted.

8. Data Collection and Use

Personal data collected as part of this Promotion will be processed in accordance with Fender’s privacy policy, which can be found here: Privacy Policy.

9. Governing Law

This Promotion is subject to the laws of the United Kingdom, and any disputes arising from these terms will be subject to the exclusive jurisdiction of the courts in the United Kingdom. terms will be subject to the exclusive jurisdiction of the courts in the United Kingdom.