Last updated: June 11, 2026
This Refund Policy explains when and how you can request a refund, return, or replacement for products purchased from Volumix.
The Faderbox hardware is a built-to-order, custom-configured product. Because each unit is assembled specifically for your order based on the colors, keycaps, and other options you selected, our refund terms are different from those of mass-produced products.
Please read this policy carefully before placing an order. By completing a purchase, you acknowledge that you have read and agreed to these terms.
You may cancel your order and receive a full refund within 24 hours of placing it, provided that production of your unit has not yet begun. After 24 hours, or once production has started (whichever is sooner), the order is considered final and cannot be cancelled.
To request a cancellation, email [email protected] as soon as possible with your order number.
Because the Faderbox is custom-built to your specifications, we do not accept returns or refunds for completed orders outside the conditions described in sections 4 and 5 below. This includes (but is not limited to):
We strongly recommend reviewing your configuration carefully in the configurator before completing your purchase.
If your Faderbox arrives defective or develops a manufacturing defect within the 12-month warranty period (see our Terms of Service for full warranty terms), we will repair or replace the unit at no charge to you.
"Defective" means a manufacturing or material defect that affects normal use. This does not include:
To file a defect claim:
Replacement units are typically built within 1 to 2 weeks of receiving the defective unit, then shipped at our cost.
If your Faderbox arrives visibly damaged from shipping (crushed packaging, broken components, etc.), you must report this within 7 days of delivery to qualify for a free replacement.
To file a shipping damage claim:
Please keep the damaged unit and its packaging until we confirm the resolution — the carrier may need to inspect it.
When a refund is approved:
Original shipping fees are non-refundable except in cases of defective products or shipping damage.
Shipping costs for returns:
Because each Faderbox is custom-configured, we do not offer exchanges for different colors, configurations, or specifications after an order is placed. If you want a different configuration, you would need to place a new order (subject to the cancellation policy on the original).
Exchanges for defective units are handled under section 4 (Defective Products) and the original configuration is replaced.
The Volumix software application is free and source-available. There is no payment involved, and therefore no refund applies to the software. The software is provided "as is" under the PolyForm Noncommercial License 1.0.0. See our Terms of Service for full details.
If your tracking information shows your package as delivered but you have not received it:
We will work with you in good faith to resolve the situation, but we cannot guarantee replacements for packages confirmed as delivered by the carrier. We strongly recommend providing a secure shipping address and considering shipping insurance for high-value or international orders.
International customers are responsible for any customs duties, taxes, or import fees imposed by their country. These fees are not refundable by us if a package is refused or returned undeliverable.
If an international package is returned to us as undeliverable (refused by customer, incorrect address, unpaid customs, etc.), the customer may request the package be reshipped at their cost, or a partial refund of the product amount minus original shipping and any return shipping fees we incurred.
We may update this Refund Policy from time to time. The "Last updated" date at the top reflects when changes were made. Policies in effect at the time of your purchase apply to that order — subsequent policy changes do not retroactively apply to completed orders.
Questions or refund requests: