Terms & Conditions

Last update: 14 October 2026

1. General Information

These Terms & Conditions govern the use of the LUTHIQ website and the purchase of products offered through our online store.

LUTHIQ is a commercial brand operated by:

José Ramiro & Alves, Lda.
Trading as: LUTHIQ
Registered address: R. Padre Manuel Guimarães 33, 4700-284 Braga, Portugal
VAT number: 505653800
Email: support@luthiq.art
Website: https://luthiq.art

Throughout these Terms & Conditions, the terms “LUTHIQ”, “we”, “us” and “our” refer to José Ramiro & Alves, Lda., trading under the LUTHIQ brand.

The terms “customer”, “you” and “your” refer to any person accessing our website or purchasing products from us.

By placing an order through our website, you acknowledge that you have read and understood these Terms & Conditions.

Nothing in these Terms & Conditions excludes or limits any mandatory consumer rights applicable under the law.

2. Products and Custom Manufacturing

LUTHIQ specialises in electric guitars manufactured on demand, featuring original designs, custom body finishes and configurations inspired by music, films, television, anime, video games and other creative themes.

Our catalogue includes predefined designs that may offer different customisation options, as well as individually commissioned projects.

2.1. Made-to-order products

Our guitars are manufactured after an order has been placed and payment has been confirmed, unless a different arrangement has been expressly agreed in writing.

As our products are made to order, production and delivery times may vary depending on the complexity of the design, the availability of components and our current workload.

We aim to complete production within approximately one month of order confirmation. This is an estimated production period, not a guaranteed delivery date, unless expressly agreed otherwise in writing.

Any significant delay will be communicated to the customer, and applicable statutory rights will be respected.

2.2. Product descriptions and images

We make reasonable efforts to ensure that product descriptions, photographs, colours, dimensions and specifications are accurate.

However, certain differences may arise due to screen settings, lighting conditions, manufacturing tolerances, material characteristics or the nature of the production process.

Photographs and digital representations are intended to illustrate the product and should not be interpreted as a guarantee of perfectly identical colour reproduction under all viewing conditions.

Minor variations that do not constitute a lack of conformity under applicable law shall not automatically be considered defects.

2.3. Custom requests and commissioned projects

Customers may request modifications or bespoke designs outside our standard catalogue.

Such requests must be discussed and approved by LUTHIQ before production begins.

Additional charges may apply depending on the complexity, materials, components, design work and manufacturing requirements involved.

Any additional price will be communicated to the customer for approval before production proceeds.

LUTHIQ reserves the right to decline requests that are technically unfeasible, incompatible with our manufacturing capabilities, unlawful or otherwise inappropriate for us to undertake.

Where payment has already been received for a request that we subsequently decline, the amounts paid for the unfulfilled order will be refunded, subject to any applicable legal requirements.

2.4. Availability of components

Certain components may depend on third-party suppliers and may become unavailable or subject to delays.

If an essential component becomes unavailable after an order has been placed, we will contact the customer to discuss an appropriate solution.

We will not substitute a material component with a materially different alternative without the customer’s agreement, unless otherwise permitted by applicable law.

If the order cannot reasonably be fulfilled, the customer will be entitled to the remedies provided by applicable law, including a refund where required.

3. Orders and Contract Formation

3.1. Placing an order

Customers are responsible for ensuring that the information provided during checkout is accurate and complete.

Before completing a purchase, customers should review the selected product, configuration, personalisation options, delivery address and total price.

Placing an order constitutes an offer to purchase the selected products under these Terms & Conditions.

An order is considered accepted when the payment has been confirmed and we have issued an order confirmation, unless the parties have expressly agreed to a different process.

An automated acknowledgement of receipt does not necessarily constitute acceptance where the order remains subject to an express confirmation or technical feasibility assessment.

3.2. Order review

We reserve the right to investigate and, where legally justified, decline or cancel an order in cases involving technical impossibility, suspected fraud, material pricing errors, unavailable essential components or other legitimate grounds.

Where payment has been collected for an order that we cannot fulfil, the customer will receive a refund of the amount paid for the unfulfilled order, without prejudice to any additional rights arising under applicable law.

For bespoke projects requiring prior consultation, no production commitment will be made until the project specifications, price and payment arrangements have been agreed.

3.3. Order cancellation

Customers may request cancellation before production begins.

Cancellation requests must be submitted by email to support@luthiq.art and must include the relevant order number.

Once production has begun, voluntary cancellation may no longer be available, particularly where materials have been allocated, components have been assembled or the product has been manufactured specifically for the customer.

However, this policy does not override any mandatory statutory cancellation, withdrawal, termination or refund rights that may apply.

Where cancellation is accepted, any refund due will be processed through the original payment method unless otherwise agreed or required by law.

4. Prices, Taxes and Payments

4.1. Prices

All prices displayed on our website are expressed in the currency indicated and include Portuguese VAT where applicable.

Shipping charges and any other applicable charges will be displayed or communicated before the customer completes the purchase.

We reserve the right to update prices for future purchases without prior notice.

A price change will not alter the agreed price of an order that has already been accepted, except where a correction or adjustment is legally justified and the customer is appropriately informed.

4.2. Payment methods

The payment methods currently available through our online store may include:

• Multibanco;
• Credit cards;
• Debit cards;
• Google Pay;
• Apple Pay.

Available methods may vary depending on the customer’s location, payment provider and technical availability.

Payment must be completed using an available payment method before production begins, unless alternative arrangements have been expressly agreed in writing.

4.3. Standard catalogue orders

For standard catalogue orders placed through our online store, full payment is required at checkout.

Production will begin after payment confirmation, subject to the order being accepted and any necessary technical checks being completed.

4.4. Bespoke commissioned orders

For individually commissioned projects, alternative payment arrangements may be agreed in writing.

For example, the parties may agree to a deposit upon acceptance of the quotation and payment of the remaining balance before delivery.

Any alternative payment schedule must be expressly confirmed by LUTHIQ and the customer before the project proceeds.

5. Shipping, Delivery and Customs

5.1. Shipping charges

Shipping charges are payable by the customer and are calculated or displayed at checkout, depending on the destination and shipping options available.

For bespoke orders, shipping charges may instead be included in the individual quotation.

5.2. Delivery estimates

Any delivery estimate displayed on our website or communicated by email is provided in good faith.

Delivery times may be affected by production requirements, carrier delays, customs procedures, adverse events or other circumstances outside our reasonable control.

We will make reasonable efforts to fulfil orders within the communicated timeframe.

Where a delivery delay gives the customer rights under applicable law, those rights remain unaffected.

5.3. Shipping information

Customers are responsible for providing an accurate and complete delivery address.

Additional costs resulting from an incorrect or incomplete address, an unsuccessful delivery attributable to the customer, or a customer-requested change may be charged where legally permissible and where the relevant costs are properly justified.

If a shipment cannot be delivered, we will work with the customer and the carrier to determine the appropriate next steps.

5.4. Customs duties and import taxes

Orders shipped outside the European Union may be subject to customs duties, import VAT, handling fees and other charges imposed by the destination country.

Unless expressly stated otherwise at checkout or in the applicable quotation, these charges are not included in the product price or shipping charge.

Where legally permissible, the customer is responsible for paying applicable import charges and complying with the destination country’s import requirements.

LUTHIQ cannot guarantee that a particular shipment will be exempt from customs charges or that customs clearance will be completed within a specific timeframe.

Nothing in this section excludes any tax, customs or other legal obligation that applicable law places on LUTHIQ.

5.5. Loss or damage during transport

Customers should inspect their order as soon as reasonably possible after delivery.

Visible transport damage, missing components or other delivery-related issues should be reported to support@luthiq.art as soon as possible, preferably within 48 hours of delivery.

Customers should retain the packaging and provide photographs of the product, packaging and visible damage where appropriate.

This reporting period is intended to facilitate investigation and communication with the carrier. It does not limit statutory consumer rights or release LUTHIQ from any responsibility imposed by applicable law.

Where a product is lost or damaged during transport and LUTHIQ is legally responsible, we will work with the customer to provide the remedy required by law.

The allocation of transport risk will be determined in accordance with applicable legislation.

6. Returns, Withdrawal and Refunds

Our Refund & Returns Policy forms part of these Terms & Conditions and should be read together with this section.

The applicable rights depend on the type of product purchased and the circumstances of the transaction.

6.1. Custom-made and personalised guitars

Certain guitars manufactured by LUTHIQ are made according to the customer’s individual specifications or are clearly personalised.

Under applicable consumer legislation, the statutory right of withdrawal may not apply to goods made to the consumer’s specifications or clearly personalised.

Where this exception applies, a customer cannot rely on the ordinary withdrawal period simply to change their mind after purchasing the personalised product.

The exception will be assessed according to the actual nature of the product and the personalisation involved. The fact that an item is manufactured after an order is placed does not, by itself, automatically exclude the right of withdrawal.

This section does not affect the customer’s rights in the event of a lack of conformity, defective goods, failure to deliver or other circumstances in which applicable law provides a remedy.

6.2. Accessories and other products

Accessories that are not custom-made or clearly personalised may be subject to the statutory right of withdrawal where the applicable legal requirements are met.

Any exception to that right must be supported by an applicable legal basis.

For example, the low price of a product does not, by itself, remove a consumer’s statutory withdrawal rights.

Where a product is eligible for withdrawal, the applicable statutory conditions and deadlines will apply.

6.3. Faulty or non-conforming products

If a product does not conform to the contract, the customer may be entitled to repair, replacement, a price reduction or termination of the contract, depending on the circumstances and applicable law.

LUTHIQ will assess each case and will seek an appropriate solution.

Where legally permissible and appropriate, repair may be the preferred remedy. However, repair will not be imposed where the customer is legally entitled to another remedy or where the applicable statutory conditions for repair are not met.

6.4. Return authorisation

Customers must contact support@luthiq.art before returning a product.

The customer should provide the order number, a description of the issue and, where appropriate, photographs or videos.

We will provide instructions concerning the return, inspection or repair process.

Products should not be sent to our address without prior communication, except where a different procedure is required by applicable law.

The requirement to contact us first is intended to facilitate handling and does not restrict the customer’s statutory rights.

6.5. Return shipping costs

Where a return is necessary to remedy a lack of conformity, the allocation of return shipping costs will comply with applicable law.

In other cases, including eligible withdrawals, the customer may be responsible for direct return shipping costs where legally permitted and where the customer has been properly informed of this obligation.

We will communicate the applicable procedure before the customer sends the product.

6.6. Refund processing

Where a refund is due, it will normally be processed through the original payment method, subject to applicable legal requirements and any alternative method agreed with the customer.

The timing of a refund will comply with the applicable statutory deadlines.

Banking and payment-provider processing times may affect when the funds appear in the customer’s account.

7. Legal Guarantee and Product Conformity

7.1. Statutory consumer rights

Products sold to consumers are covered by the applicable statutory conformity regime.

For new movable goods sold to consumers in Portugal, the general statutory period of liability for lack of conformity is three years from delivery, subject to the applicable legal conditions and any specific statutory provisions.

The applicable legal regime determines the customer’s rights, the conditions for exercising them and the remedies available.

Nothing in these Terms & Conditions excludes, reduces or replaces mandatory statutory consumer protection.

7.2. Reporting a problem

Customers experiencing a suspected defect should contact support@luthiq.art and provide:

• The order number or proof of purchase;
• A description of the problem;
• Photographs or videos where relevant;
• Any other information reasonably necessary to assess the issue.

We may request that the product be made available for inspection or repair, in accordance with applicable law.

7.3. Repairs and remedies

Where a product is non-conforming, LUTHIQ will assess the issue and determine the appropriate next steps in accordance with the applicable legal regime.

Depending on the circumstances, the remedy may include repair, replacement, price reduction or termination of the contract.

The customer will not be charged for a remedy that must be provided free of charge under applicable consumer law.

7.4. Damage and conditions not attributable to a lack of conformity

A customer may not be entitled to a remedy under the statutory conformity regime where the issue is established to result from circumstances such as accidental damage after delivery, improper use, unauthorised modifications or failure to follow appropriate care instructions, rather than a lack of conformity for which LUTHIQ is legally responsible.

Each case will be assessed individually.

This provision does not automatically exclude a claim merely because a product has been used or modified. The relevant facts and applicable law will determine whether a remedy is due.

7.5. No additional commercial warranty

Unless expressly stated in writing for a specific product, LUTHIQ does not provide an additional voluntary commercial warranty beyond the statutory rights applicable to the purchase.

This does not affect any manufacturer’s warranty or other contractual protection that may separately apply to a component.

8. Product Care, Safety and Environmental Conditions

Customers are responsible for using, storing and maintaining their instruments and accessories appropriately.

Electric guitars contain mechanical and electronic components that may be affected by impacts, moisture, extreme temperatures, inappropriate storage or improper handling.

8.1. Temperature limits

LUTHIQ guitar bodies are manufactured using materials and processes that may be sensitive to elevated temperatures.

LUTHIQ guitars should be stored and kept at temperatures below 55°C.

Exposure to temperatures at or above this level may cause deformation, deterioration, loosening of components or other damage.

Customers should avoid leaving their guitars in direct sunlight, inside hot vehicles, close to heaters or in other environments where excessive temperatures may occur.

The stated temperature limit is a product-care warning, not a guarantee that the instrument will remain unaffected at all temperatures below 55°C.

Lower temperatures and stable environmental conditions are recommended for storage and normal use.

8.2. General care

Customers should:

• Store the instrument in a safe, stable environment;
• Avoid excessive humidity and sudden environmental changes;
• Protect the instrument from impacts, falls and crushing forces;
• Use appropriate guitar stands, supports and cases;
• Avoid exposing the instrument to liquids or corrosive substances;
• Keep electrical components away from moisture;
• Use appropriate cleaning products and follow the instructions supplied with the instrument;
• Seek qualified assistance when undertaking repairs or adjustments beyond their competence.

Electrical modifications, inappropriate wiring or incorrect installation of components may cause damage or create safety risks.

Where an instrument or accessory presents a potential safety issue, customers should discontinue use and contact us for guidance.

Nothing in this section excludes liability for defects or safety issues for which LUTHIQ is legally responsible.

9. Intellectual Property and Third-Party Designs

9.1. LUTHIQ brand and original materials

The LUTHIQ name, logo, website content, original product photography, original graphic materials and other original brand assets may be protected by intellectual property laws.

Unless otherwise stated, these materials may not be reproduced, distributed, modified or used commercially without the prior permission of the relevant rights holder.

Nothing in this section transfers ownership of intellectual property rights to the customer merely because a product has been purchased.

9.2. Third-party intellectual property

Certain LUTHIQ products may be inspired by or incorporate themes associated with third-party artists, musical groups, films, television series, anime, video games or other creative works.

The intellectual property rights in those third-party names, characters, logos, artwork, trademarks and other protected elements belong to their respective owners.

LUTHIQ does not claim ownership of third-party intellectual property merely because it is referenced in, or associated with, a product design.

Unless expressly stated otherwise, LUTHIQ is an independent brand and does not represent that it is officially affiliated with, endorsed by or licensed by the owners of third-party intellectual property.

Any applicable third-party rights remain unaffected by these Terms & Conditions.

9.3. Customer-submitted materials

Customers who submit designs, images, logos or other materials for a commissioned project are responsible for ensuring that they have the necessary rights or permissions to request the proposed use.

Customers must not knowingly request the production of materials that unlawfully infringe third-party rights.

LUTHIQ may decline a request where there are reasonable grounds to believe that it would infringe intellectual property rights or violate applicable law.

Nothing in this section transfers to LUTHIQ any rights that the customer does not own or have permission to grant.

9.4. Photographs and portfolio use

LUTHIQ may publish photographs of its original designs and products for portfolio, promotional and commercial purposes, provided that the publication respects applicable law and third-party rights.

Where a product incorporates customer-specific confidential material, an exclusive commissioned design or other material whose publication would require permission, we will seek the necessary authorisation before publishing it.

We will not intentionally disclose a customer’s personal information as part of a product showcase without an appropriate legal basis.

The purchase of a product does not, by itself, constitute consent to the publication of the customer’s name, image or other personal data.

10. Limitation of Liability

Nothing in these Terms & Conditions excludes or limits liability where such exclusion or limitation is prohibited by law.

LUTHIQ shall be responsible for its contractual and legal obligations in accordance with applicable legislation.

To the extent permitted by law, LUTHIQ shall not be liable for indirect losses that are not legally recoverable, or for losses resulting from circumstances outside its reasonable control, provided that this does not exclude liability that cannot legally be excluded.

LUTHIQ shall not be responsible for damage resulting from improper use, failure to follow appropriate care instructions, unauthorised modifications or other circumstances for which LUTHIQ is not legally responsible.

This section does not affect mandatory consumer rights, statutory product conformity rights or any liability that applicable law requires us to retain.

11. Personal Data and Privacy

Personal data collected through our website and order process will be handled in accordance with our Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR), where applicable.

Customers should consult our Privacy Policy for information about the personal data we collect, the purposes for which it is processed, applicable legal bases, retention periods and the rights available to data subjects.

12. Complaints and Alternative Dispute Resolution

We encourage customers to contact us directly if they have a complaint or concern regarding an order.

Please email support@luthiq.art and include the order number and a description of the issue.

We will make reasonable efforts to understand the complaint and identify an appropriate solution.

Consumers may also have access to alternative dispute resolution mechanisms under the applicable law.

Information about the competent consumer dispute resolution entity or entities will be provided in accordance with the applicable Portuguese legal requirements.

Nothing in this section prevents a consumer from bringing proceedings before a court with jurisdiction under the applicable rules.

13. Governing Law and Jurisdiction

These Terms & Conditions are governed by Portuguese law, subject to any mandatory consumer protection provisions that apply under the law of the consumer’s country of residence.

Where a customer qualifies as a consumer, the jurisdiction of any dispute will be determined in accordance with the applicable legal rules.

Nothing in these Terms & Conditions requires a consumer to bring proceedings before a court that would not be competent under mandatory law, or deprives a consumer of any mandatory legal protection.

14. Changes to These Terms & Conditions

LUTHIQ may update these Terms & Conditions from time to time to reflect changes to our products, business practices, payment methods or legal obligations.

The latest version will be published on our website with its corresponding update date.

Changes will apply to future orders from the date of publication, unless a different application is required or permitted by law.

Changes will not retrospectively remove rights or alter contractual obligations arising from an order already accepted.

15. Severability

If any provision of these Terms & Conditions is found to be invalid, unlawful or unenforceable, that provision shall be interpreted or limited to the extent necessary to comply with applicable law, where legally possible.

If it cannot be so interpreted or limited, it shall be severed to the extent required.

The remaining provisions shall continue to apply insofar as they remain valid and enforceable.

16. Contact Information

For questions regarding these Terms & Conditions, orders, product information, complaints or customer support, please contact:

LUTHIQ
Operated by José Ramiro & Alves, Lda.
R. Padre Manuel Guimarães 33
4700-284 Braga
Portugal

Email: support@luthiq.art
Website: https://luthiq.art