Returns and Refunds Policy

Overview

Standard return policy

If you are not completely satisfied with your purchase, you may return the product(s) within 30 days of delivery for a refund*. Contact our customer service team for a return shipping label and instructions.

Unless there’s an issue with the product, you are responsible for return shipping costs. The return shipping cost is deducted from the refund amount when the return is completed.

To get a product refund, returned items must be in the original packaging and condition – showing no signs of wear or abuse, and be complete with all included materials such as cases, straps, strings, certificates**, and any other materials that initially shipped with the product(s). Refunds are issued to your original form of payment only.

* Exclusions apply for certain non-returnable items.
** If your instrument includes a certificate of authenticity and it is not returned with the instrument, you will be charged a $150 replacement fee.

Additional non-returnable items:

Gift cards
Strings that were open or the package was damaged by wrong handling

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer when applying.

There are certain situations where only partial refunds are granted:

Instruments with obvious signs of use
Strings package that has been opened.
Any item not in its original condition is damaged or missing parts for reasons not due to our error.
Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at felixviolins@luthieroncall.com and we will let you know the procedure from there.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping Returns

To return your product, you should email us at felixviolins@luthieroncall.com and we will instruct you with the details of the shipping.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.