Faulty Items Policy

At FX Pedal Planet Online Store, your satisfaction is our top priority. We want your shopping experience to be as enjoyable and straightforward as possible, which is why we have created a clear, easy to follow returns, exchanges, and refund policies that comply with UK legislation. We aim to give you peace of mind when shopping with us, so you can shop confidently, knowing we are here to help every step of the way. 

This page explains your rights and our process if the item you bought is faulty or develops a fault. Please note, we only select suppliers who design and build musical gear to the highest standards. In addition, we undertake our own in house quality checks before any order leaves FX Pedal Planet Online Store. However, faults can happen and if they do, we are here to assist.

Which Page Applies To Me?

This page applies if:

• your item is faulty, damaged, or not as described
• the item is not fit for its intended purpose

If you have simply changed your mind and the item is not faulty, please see the Returns & Change of Mind page.

Your Consumer Rights Explained Plainly

Under the Consumer Rights Act 2015, goods must be:

• of satisfactory quality
• fit for purpose
• as described

If they are not, your contract is with FX Pedal Planet Online Store, not the manufacturer.

Timeframes Under The Law

Within 30 days of delivery to you

You have the right to reject a faulty item and receive a full refund.

After 30 days

You are entitled to a repair or replacement. If this is not possible or fails, a refund may be available.

First six months

Any fault is presumed to have been present at delivery unless proven otherwise.

After six months

You may need to demonstrate that the fault was present at the time of delivery.

These rights exist independently of any manufacturer’s warranty.

Step-by-step: Faulty Item Process

Step 1: Contact Us

Report the issue directly to FX Pedal Planet Online Store. Your contract is with us and we will manage the process.

Email us with:

• your order number
• a clear description of the issue
• photos or videos where helpful
• relevant setup details (power supply, signal chain, etc.)

Step 2: Our Response

We will acknowledge your report promptly and advise on the next steps.

Step 3: Assessment and Transparency

If the item needs to be returned, we will inspect and test it. To do this, we will provide the returns address. The choice of service and provider is yours, however, we recommend using a tracked and signed service for a quicker and smoother process.

Step 4: Return Confirmation

We will advise as soon as the item is returned. For transparency, we record the unboxing, testing, and inspection process. This recording is available on request. We will report our initial findings.

Step 5: Manufacturer Liaison (If Required)

Some faults require technical input. We may:

• consult the manufacturer
• share images, videos, or test results
• send the item for further inspection

We remain your point of contact throughout and will keep you informed at each stage.

Step 6: Outcome

If the item is confirmed faulty, we will resolve the matter in line with the Consumer Rights Act 2015 by offering:

• a repair
• a replacement
• or a refund, depending on the circumstances

Return postage will be reimbursed using the original payment method once the fault is confirmed.

Step 7: If No Fault Is Found

If testing shows the item is not faulty, it will be returned to you with a clear explanation. Return carriage costs may apply in these circumstances. Where possible, we can assist with paid repair options.

Repairs and warranties

Repairs are carried out by the manufacturer or a qualified engineer. Please do not attempt repairs yourself, as this may void warranty coverage and affect your statutory remedies.

Our commitment

We do not redirect customers to manufacturers or impose arbitrary reporting deadlines. We handle faults professionally, transparently, and in line with the law.

If you have any questions or concerns, please contact FX Pedal Planet Online Store and we will be happy to help.

These resources are provided for reference. Nothing in our policies limits or replaces your statutory rights under UK consumer law.

• GOV.UK – Consumer Rights
• GOV.UK – Accepting Returns and Giving Refunds
• Citizens Advice – Returning Faulty Goods