Refund and Returns Policy

Overview

At Luthiq, every guitar is handcrafted and built to order according to each customer’s individual specifications. As a result, our refund and returns policy differs from that of businesses selling mass-produced products.

Please read this policy carefully before placing your order.

Custom-Made Products

All Luthiq guitars are manufactured specifically for each customer based on the selected configuration, design, colours, materials and optional upgrades.

Because these products are made to the customer’s specifications and are clearly personalised, they are not eligible for cancellation or return under the consumer’s right of withdrawal, in accordance with applicable European Union consumer legislation governing custom-made goods.

Once production has started, orders cannot be cancelled except where required by law.

Manufacturing Defects & Warranty Claims

We take great pride in the quality of every instrument we build.

If your product arrives with a manufacturing defect or develops a fault caused by workmanship or materials, please contact us as soon as possible at:

support@luthiq.art

Include:

  • Your order number
  • A detailed description of the issue
  • Clear photographs or videos showing the problem

Each claim is individually assessed.

Where appropriate, Luthiq will, at its discretion:

  • repair the product;
  • replace defective components;
  • replace the product where repair is not reasonably possible; or
  • issue a refund where no other suitable solution can be provided.

Shipping Damage

Please inspect your order immediately upon delivery.

Any visible transport damage or shipping-related issues should be reported within 48 hours of receiving your order.

Failure to report shipping damage within this period may affect our ability to process claims with the shipping carrier.

Whenever possible, please retain all original packaging until the issue has been resolved.

Returns

Returns must never be sent without prior authorisation.

If you believe your product qualifies for inspection, repair or replacement, please contact us first at:

support@luthiq.art

If a return is authorised, the product should be shipped to:

Luthiq
R. Padre Manuel Guimarães 33
4700-248 Braga
Portugal

Any unauthorised returns may be refused.

Return Shipping Costs

Where a return has been authorised by Luthiq, return shipping costs will be covered by us, regardless of whether the item is being returned for repair, replacement or inspection.

We recommend using the original packaging whenever possible to ensure safe transportation.

Refunds

Refunds are only issued where required by applicable consumer law or where Luthiq determines that repair or replacement is not an appropriate solution.

If a refund is approved, it will be processed using the original payment method.

Depending on your payment provider or bank, it may take several business days for the funds to appear in your account.

Accessories

Certain accessories sold by Luthiq may have different return conditions.

Due to hygiene, handling and their low individual value, guitar picks cannot be returned or refunded, unless they are defective or incorrect when delivered.

Future accessories may be subject to their own specific return conditions, which will be stated on the relevant product pages.

Incorrect Orders

If you receive an item that does not match your order, please contact us within 48 hours of delivery.

We will arrange an appropriate solution as quickly as possible.

Non-Eligible Returns

Returns will generally not be accepted where:

  • the product has been modified by the customer;
  • damage results from misuse, accidents or improper maintenance;
  • normal wear and tear is present;
  • the issue has been caused by unauthorised repairs or alterations;
  • the customer simply changes their mind after a custom guitar has entered production or has been delivered.

Contact

For any questions regarding refunds, returns or warranty claims, please contact:

support@luthiq.art