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
  • After speaking with our team, please send the products to the following address for processing:

Visual Note srl
Via Carlo Imbonati 72,
Milano (MI) 20159

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

Contact us with any questions or concerns