Returns & Exchanges
We want you to love your Vola guitar. If you're not completely satisfied with your purchase, we're here to help.
Return Window
You may request a return within 14 days of receiving your order.
Condition of Returned Items
To be eligible for a full refund, returned products should be in the same condition in which they were received, including:
- Original packaging
- Case, gig bag, and included accessories
- Documentation, tags, and promotional items
- No excessive wear, modifications, or damage
You are welcome to inspect and test your instrument as you would in a music store. However, any reduction in value caused by handling beyond what is reasonably necessary to evaluate the product may result in a deduction from the refund amount.
Return Shipping
Customers are responsible for return shipping costs unless the item arrives damaged, defective, or an incorrect product was received.
We recommend using a tracked and insured shipping service, as customers are responsible for the safe return of the product until it is received by Vola. We can also provide a shipping label if requested and deduct the cost from the refund.
Refunds
Once your return has been received and inspected, we will process your refund to the original payment method.
Refunds will include the purchase price of the returned item, less any applicable deductions for missing items, damage, excessive wear, modifications, or loss in value beyond normal inspection.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include photos of the issue. We will work with you to resolve the problem as quickly as possible.
Non-Returnable Items
The following items are not eligible for return:
- Custom-built or personalized products
- Digital products and downloads
- Gift cards
- Clearance or final-sale items (where indicated)
How to Start a Return
To request a return, please contact our support team at:
Include your order number and the reason for your return request. Our team will provide return instructions and assist you through the process.
Print-on-Demand Merchandise
All print-on-demand merchandise, including apparel, accessories, and other custom-produced items, is made to order specifically for you.
Because these products are manufactured upon purchase, we are unable to accept returns or exchanges for:
- Incorrect size selection
- Change of mind
- Color preference
- Buyer error
If your item arrives damaged, defective, or contains a manufacturing error, please contact us within 14 days of delivery and include photos of the issue. We will work with our production partner to provide a replacement or refund where appropriate.
Conditions:
- Returns and refunds apply to new guitars and basses only. Custom orders, used, NOS, B-Stock are not eligible.
- Guitar and or bass, along with the gig-bag and/or hard-shell case, must be in the same condition as received and with all the original packing and original shipping box for a full refund.
- Original proof-of-purchase is required for any return and/or warranty service work. Please hang on to your purchase receipt.
- Refunds will be made as long as no changes or modifications have been made to the guitar, bass, gig-bag and/or hard-shell case.
- Refunds will be made as long as no damage has occurred to the guitar, bass, gig-bag and/or hard-shell case while in your possession. If any damage occurred to the instrument while in possession customers possession, an additional fee may be charged, dependent upon the extent of the damage.
- If damage to the guitar was caused during initial shipping of the instrument to you, contact us immediately at service@volaguitar.com, take pictures and note all damage that occurred.
- Refunds will be promptly processed once the product has been received and inspected by Vola.