Return Policy
Standard Return Policy
If you are not fully satisfied with your purchase, you may return the product(s) within 15 days of delivery for a refund*. Please contact our customer service team to obtain a return shipping label and instructions.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
To qualify for a refund, returned items must be in their original packaging and condition, showing no signs of wear or misuse. They must include all original materials such as cases, straps, strings, certificates**, and any other items that were originally shipped with the product(s). Refunds will only be issued to your original payment method.
*Certain non-returnable items are excluded.
**If your instrument came with a certificate of authenticity and it is not returned, a $150 replacement fee will be charged.
How can I cancel or change an order I just placed?
If you recently placed an order and need to cancel or modify it, please contact us as soon as possible. We have a small window to make changes. For cancellation or modification requests, email us at support@viotune.com or call us.
We strive to ship your order as quickly as possible. If we are unable to process your cancellation or changes in time, we will work with you to find a solution. Our return policy also allows for easy returns if needed.
Exchange Policy
If an item arrives damaged or has a manufacturer’s defect, we will repair, replace, or credit the item(s) at no cost to you. Please contact us within 7 days of receiving your item(s) to make a claim. If an item breaks or malfunctions within the warranty period, we will replace or exchange it free of charge. We will cover all shipping and handling costs for these cases (international shipments excluded).
Non-Returnable Items
We do not issue refunds for the following items if they have been opened or used: cleaners, polishes, rosin, strings, earplugs, polishing cloths, and cleaning kits. However, exchanges may be possible under certain conditions. Items returned with damage, broken parts, or deemed unsellable are non-returnable.
International Returns
For internationally shipped items, returns and refunds are handled on a case-by-case basis. If an item is returned in resellable condition, we will refund the cost of the item. Shipping fees will only be refunded if the error was on our part (e.g., shipping to an incorrect address).
How to Return an Item
1. Email us at support@viotune.com with your order number and details of the product(s) you wish to return.
2. Wait for us to contact you with further instructions regarding the return process.
3. Ship the package back to us following the provided instructions. In most cases, we can provide a return label.
Refusal of Delivery
If you refuse delivery, miss your delivery appointment(s), or provide an inaccurate/non-deliverable address, it will be considered a Refusal of Delivery. If an item is refused upon delivery for any reason other than visible damage, you will be responsible for both outgoing and return shipping costs.