Return policy

The 30-day home trial applies to in-stock guitars. The return window starts on the day the instrument is delivered.

Custom-built guitars made to the buyer's specifications, including a non-standard neck, selected woods, custom finish, inlays, or other individual choices, are not covered by the 30-day home trial.

EU consumers have a statutory 14-day right to withdraw from a distance contract for eligible in-stock guitars and accessories. The statutory exception for goods made to the consumer's specifications applies to custom-built instruments.

For eligible in-stock guitars, days 15–30 are an additional voluntary NOVA home trial. After inspection, NOVA refunds the guitar price. Outbound delivery costs are not refunded under this voluntary extension.

Contact NOVA before shipping anything back. We will confirm eligibility, the return address, the insured transport route, and the documents that should travel with the instrument.

The buyer pays return shipping. When available, NOVA can provide a prepaid insured return label: Europe 49 EUR, USA or Canada 149 EUR, and the rest of the world 199 EUR per box.

Returns are accepted by insured mail or courier after prior contact. Return the complete instrument in its case and protective packaging, ideally packed in the same way it arrived, with all supplied accessories and documents.

Normal home testing is permitted. The guitar should return in the condition in which it arrived. A refund may be reduced after inspection for scratches, damage, missing items, or wear beyond what is necessary to test the instrument. For scratches or minor damage, the reduction may be 99 EUR.

Refunds are made using the original payment method unless agreed otherwise. NOVA may withhold the refund until the returned goods arrive and pass inspection.