Return & Exchange

Customers may apply for a return or exchange within 7 days after receiving product(s). Refunds will be made by the same method you used to pay.

Please note: items marked “Final Sale” cannot be returned/exchanged.

Sale and promotional items are excluded and remain subject to our regular return/exchange policy.

CANCELLATION

We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.If the product has already been shipped out, we will unfortunately be unable to cancel the order.

RETURN/EXCHANGE CONDITIONS

• Return&Exchange are available for quality issues or damages.Report any defects within 48 hours of receiving the products
• All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
• All items must be returned with their original boxes.
• All items must be returned in one package.
• Return/Exchange shipments must be made using the same service as the original delivery.
• We can only accept returns/exchanges from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
• Customized productscannot be exchanged or returned unless there were defects when you received it. Before delivery, we usually send the pics for appearance confirmation .
• The return/exchange is unfortunately not free of charge unless when you received the cargoes found they were broken (import and shipping fees will be charged at your own expense).

We reserve the right not to accept any return/exchange if the product has been used or altered from its original condition.We don’t accept the return such as you purchased an incorrect type, color, size, or simply want to upgrade to another item etc.

You will be informed if we propose to reject your refund/exchange; you may choose to have the product sent back to you at your own expense.

HOW TO RETURN AN ITEM OR AN ENTIRE ORDER?

Step 1: Please contact our Customer service team to start the return process with the following information:

• Order number
• Proof of purchase
• Video or photo of the faulty product

Step 2: Insert your receipt, along with the items, back into the original packaging.

Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.

Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.

REFUND

In case of a return, your refund will be credited to the original payment method. Shipping costs will not be refunded by LuthierHome in case of returns.

Once your package reaches us, please allow 7-14 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your own expense. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

IMPORTANT NOTES:

• Familiarize yourself with our return and exchange policy before initiating the process.
• Refunds are issued exclusively for productsreturned in their original condition.
• Exchanges are applicable only for delivered products with quality issues or damages.
• Customized products can not be returned or exchanged unless there were defects when you received it. Before delivery, we usually send the pics for appearance confirmation.
• To initiate a return, contact service@luthierhome.com or use the online form on our Contact Us page for support.
• Clearly state the reason for the return and provide your order number.