Return and refund policy

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer free returns or exchanges within 14 days of receiving your order. You can return your product for a different product or a refund of the product cost to the original payment method.

Please note the following exceptions to our return and exchange policy:

  • Returned items must be returned in original packaging
  • Returned items must have no visible signs of wear or use
  • Items must be in perfect condition and include all accessories
  • Visual Note LED strips must be returned uninstalled unless part of a combo pack where they were pre-installed on an instrument

To initiate a return or exchange, please complete the following steps:

  • Contact us or simply respond to any order confirmation email you received and you will be directed to our customer service team
  • List the products you wish to return or exchange from your order

Additional Information:

  • Your refund or replacement product will be processed within 3 business days of receiving your return
  • Shipping fees are not included in a return for refund unless there is an issue covered by warranty
  • Lost items must be located by the shipping carrier or reimbursed by the shipping carrier
  • Items damaged in shipping will be analyzed by our team to determine the cause and fault

SUBSCRIPTIONS AND DIGITAL CONTENT

Pursuant to European Directive 2019/770 on digital content and digital services, the following conditions apply:

The 14-day right of withdrawal expires at the moment the subscription is activated, i.e. when the promotional code is redeemed or Premium access is enabled on the user’s account. By proceeding with activation, the user expressly consents to waiving the right of withdrawal.

Subscriptions that have already been activated are non-refundable, regardless of actual use following activation.

In the event of a documented technical malfunction that cannot be resolved by our support team, we will evaluate available solutions on a case-by-case basis, including replacement or partial refund.

For any technical issue with your subscription, we invite you to contact us before opening a dispute: our team resolves most issues within 24 hours.

Contact us with any questions or concerns