Sweetwater Return Policy (Guide): “No Hassle” Returns Explained

Sweetwater has a strong reputation for customer service, and their return policy is a big part of that. Still, if you are about to order a guitar, interface, mic, or anything else, it helps to know exactly how returns work before you hit “Place Order.”

This guide walks through Sweetwater’s current return policy in clear, simple language — including the “No Hassle” Return Policy for new gear, the 90-day Used Gear Guarantee, how to get a return authorization, which items can’t come back, and how refunds and shipping are handled.

Sweetwater Return Policy in a Nutshell

Here are the key points up front:

New gear: If you are not satisfied with any new product, for any reason, you can return it for:
- A refund of the purchase price, or
- An in-house credit, or
- An exchange for another product
within a “fair amount of time” from the shipping date (Sweetwater says this is usually 30 days).
Used gear: Items marked “used” that malfunction or fail (and have not been abused or misused) can be returned within 90 days of purchase for a refund or in-house credit, minus shipping.
Defective new product: If a new item fails under warranty within the first 30 days, Sweetwater will cover shipping within the U.S. to replace it.
Free shipping orders: If your order originally shipped for free, the outbound shipping cost is deducted from your refund or credit if you return the item.
Return authorization (RA) required: You must contact your Sales Engineer to get an RA number before sending anything back.
Condition: Items must be returned in the condition they were received, with all packaging, accessories, and documentation.
Non-returnable items: Certain products — such as software, special orders, tubes, and personal items like earphones and harmonicas — cannot be returned.
Refund timing: Once Sweetwater receives your return, it usually takes 2–3 business days for the credit to show up from your card issuer.

The “No Hassle” Return Policy for New Products

Sweetwater’s main policy for new gear is simple and flexible.

Timeframe for returns

Sweetwater says you may return any new product, for any reason, within a “fair amount of time” from the shipping date — and notes this is usually 30 days. That means you generally have about a month from when your order ships to decide whether the gear is right for you.

Refund, credit, or exchange options

When you send back qualifying new gear, you can choose:

Refund of the purchase price to your original payment method.
In-house credit that you can use on future Sweetwater orders.
Exchange for another product.

Taxes and fees are handled according to local law and Sweetwater’s standard terms; shipping is treated separately (see below).

What happens to free shipping?

Sweetwater offers free shipping on most orders, but it’s not truly “free” if you decide to send the item back:

If your order was eligible for free shipping, the cost of outbound shipping will be deducted from any refund or credit when you return the item.
If you paid for shipping up front, that original shipping charge is generally non-refundable.

So you still have a flexible trial period, but you will typically absorb shipping costs if you decide to return new gear without a defect.

90-Day Used Gear Guarantee

Sweetwater also has a specific policy for items sold as “used” (not new, not open-box, not B-stock).

If a used item malfunctions or fails and has not been abused or misused, you may return it within 90 days of purchase.
Used items may be returned for:
- A refund of the purchase price, or
- An in-house credit
minus the cost of shipping.
Customer pays shipping for used gear returns, both to and from Sweetwater.

This policy is designed for situations where used gear is faulty, not for simple change-of-mind returns. If the used item is working as described, you should not expect to send it back just because you decided you do not like it.

If There’s a Problem or a Defective Product

Problems with your order

If something seems wrong with your order — wrong item, missing accessory, shipping damage, or anything else — Sweetwater’s first instruction is to call your Sales Engineer. Their promise is that they will “do whatever it takes” to fix the problem and make you happy.

Defective products within 30 days

If a product appears defective soon after you receive it:

Call Sweetwater’s Product Support team, or
Submit an online support request to describe the issue.

Sweetwater will help you troubleshoot and, if the item is found to have failed under warranty within 30 days of purchase, they will:

Provide a return authorization (RA) number, and
Cover shipping costs within the U.S. to replace the unit.

After that initial 30-day period, service usually falls under the manufacturer’s warranty and Sweetwater’s free 2-year “Total Confidence Coverage” warranty, which focuses on repair and support rather than returns.

How to Make a Return to Sweetwater

Sweetwater wants you to follow a specific process so they can handle your return quickly and avoid damage in transit.

Step 1: Get a Return Authorization (RA) number

Call your Sweetwater Sales Engineer and let them know you want to return or exchange an item.
They will review your order, confirm eligibility, and issue you an RA number.

You should not ship anything back without this RA — it ties your package to the correct account and speeds up processing.

Step 2: Prepare the product correctly

To avoid restocking issues or return adjustments, Sweetwater asks you to:

Return the item in the condition it was received, including:
- All accessories (cables, adapters, cases, stands, etc.)
- All documentation (manuals, warranty cards)
- All original packaging materials
If the product was shipped double-boxed, return it double-boxed as well.
Pack the product in its original product box with the UPC codes still intact.
When repacking, avoid duct tape or other sticky adhesives that leave residue on the box.

Careful packing protects the gear and helps ensure you receive a full refund or credit.

Step 3: Label and ship your return

Write the RA number on the shipping label only, not on the product box.
Use a trackable shipping service such as FedEx or UPS.
If your order originally qualified for free shipping, remember that the cost of outbound shipping will be deducted from your refund or credit.
Sweetwater recommends insuring the package when you buy your own shipping labels, in case anything is damaged on the way back.

Packages should be addressed to:

Sweetwater
RA # xxxxxx
5501 US Hwy 30 W
Fort Wayne, IN 46818

Step 4: Wait for processing

Once Sweetwater receives your return, they process it as quickly as possible. It can take a few business days for:

The return to be inspected and entered in their system, and
Your bank or card issuer to apply the credit.

They note that it typically takes 2–3 business days for the credit to show after they process the return, though your bank’s timing may vary.

Non-Returnable Items at Sweetwater

Sweetwater’s policy is generous, but there are still some items that cannot be returned for hygiene, legal, or practical reasons. The current list includes:

Special orders (custom or built-to-order items).
Customer-requested modifications that involve a labor charge, such as:
- Custom guitar setups or string changes
- PLEK work
- Custom modifications to computers, guitars, amps, or other gear
Software (once opened or registered).
Oversize or overweight items that are costly and complex to ship.
Discontinued products, closeouts, and used products (with the used-gear guarantee applying only to failure within 90 days).
Replacement speakers and speaker parts.
Tubes.
Personal items for hygiene reasons, including:
- Earphones
- Harmonicas
- Recorders
Sanitization fees for returned wind instruments:
- $10 sanitization fee for all returned woodwind and brass instruments.
- For mouthpieces, $5 fee for those under $299 and $10 fee for those over $299.
Authorization keys and license dongles.
Turntable cartridges, styli, and control vinyl.
Open-box reeds.
Opened or used ship kits.

Always check the product page and your invoice for any extra return notes, especially on items like software, personal-use products, and special orders.

Sweetwater Gear Exchange Returns (Used Marketplace)

Sweetwater also operates the Gear Exchange, a marketplace where individuals buy and sell used gear. Returns there work differently from the main Sweetwater store.

If an item is returned for no specific reason (“changed my mind”), the buyer pays return shipping, and any initial shipping fee is not refunded.
If an item is returned because it arrived damaged, defective, or not as described, the seller pays return shipping.
In all cases, the buyer is expected to arrange return shipping and send the item back in a timely manner.

This is separate from Sweetwater’s own “No Hassle” policy for new gear purchased directly from the store.

Sweetwater’s Free 2-Year Warranty (Not a Return Policy, But Helpful)

While not part of the return rules, it’s worth mentioning that most items purchased from Sweetwater come with a free 2-year “Total Confidence Coverage” warranty at no extra cost. This coverage helps with:

Repairs or replacements when products fail under warranty.
Coordinating with manufacturers on your behalf.

This warranty doesn’t replace the standard return policy, but it gives you longer-term protection after the 30-day “No Hassle” window ends.

Tips for Smooth Returns with Sweetwater

Save your packaging. Keep the original box, foam, and accessories until you’re sure you’re keeping the gear.
Test gear early. Play that guitar, check that interface, and listen to those monitors as soon as they arrive so you can spot any issues within 30 days.
Call your Sales Engineer first. They can often fix small issues, and they have to create your RA number anyway.
Double-box when you ship. If your gear arrived double-boxed, send it back the same way to avoid damage in transit.
Use trackable shipping and insurance. Protect yourself in case something happens to the package on the way back.
Remember shipping costs. Expect outbound shipping to be deducted from refunds on new gear that shipped free, and to cover all shipping yourself for used-gear returns.
Check if your item is returnable. Pay special attention to software, special orders, tubes, personal items, and other non-returnable categories.

Sweetwater Return Policy – Quick FAQ

How long do I have to return new gear to Sweetwater?

For most new products, you have a “fair amount of time” from the shipping date, which Sweetwater defines as usually 30 days, to request a refund, credit, or exchange under the “No Hassle” Return Policy.

Can I return used gear to Sweetwater?

Used gear can be returned only if it malfunctions or fails and has not been abused or misused. You have up to 90 days from purchase to return qualifying used items, and you are responsible for all shipping costs on used-gear returns.

Who pays for shipping on returns?

For new gear, if your order shipped for free, the cost of outbound shipping is deducted from your refund or credit. For used gear, you pay shipping both ways. For Gear Exchange (the used marketplace), who pays depends on the reason: the buyer pays for “no reason” returns, and the seller pays if the item is damaged, defective, or not as described.

What items are not returnable?

Non-returnable items include special orders, customer-requested modifications with labor charges, software, oversize/overweight items, discontinued products, closeouts, used products (except under the 90-day failure guarantee), replacement speakers, tubes, personal items like earphones and harmonicas, authorization keys, turntable cartridges, styli, control vinyl, open-box reeds, and opened or used ship kits. Woodwind and brass instruments also have a sanitization fee if returned.

How long does a Sweetwater refund take?

After Sweetwater receives your return and processes it, it typically takes 2–3 business days for the credit to be applied by your card issuer. Your bank may take additional time before you see the refund on your statement.

Do I need a return authorization number?

Yes. You must contact your Sales Engineer or support to get an RA (Return Authorization) number before shipping anything back. Write this number on the shipping label only, not on the product box.