Refund policy

Domestic customer within 24 hours of purchased item maybe eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

There is no return option for international customers unless there is mutual special case agreement.

To start a return, you can contact us by phone or at sales@luthierguitar.com. Please note that returns maynot be automatically approved

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like sale items, final reduction price items, perishable goods (items with expiry date, strings, cable, straps, capo, liquid, polisher, consumable liquid in bottle, hazardous materials), custom & spare-part products (such as special orders or personalized items), and care goods (liquid / cream products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Return shipping cost & restocking fee
Return by air shipping cost or local delivery cost + restocking fee 20% of total purchased items are paid by customer (sender)

Refunds
We will notify you once we’ve received and inspected your goods return, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment - restocking fee 20% from total price paid within T+10 business days, where T is the date of arrival on us. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@luthierguitar.com

We thoroughly checked the item in good condition before delivery / shipping

Return policy is not applicable for discounted items, sold-items' location outside Singapore or items is damaged / modified