Returns & Refunds Policy

Overview & Standard Return Policy
If you are not completely satisfied with your purchase, you may return the item(s) within 30 days of delivery for a refund.
To initiate a return, please contact our customer service team to receive a return shipping label and detailed instructions.
  • Return Shipping Costs: Unless the return is due to a product defect or an error on our part, you are responsible for all return shipping costs. The cost of the return shipping label will be automatically deducted from your final refund amount.
  • Item Condition: To qualify for a full refund, returned items must be in their original packaging and pristine condition, showing no signs of wear, use, or abuse. The return must include all original materials, such as cases, straps, strings, certificates, and any other items that initially shipped with the product.
  • Refund Method: Approved refunds will be issued strictly to your original form of payment.
Non-Returnable Items & Fees
Certain items are excluded from our standard return policy and cannot be refunded:
  • Missing Certificates: If your instrument included a Certificate of Authenticity and it is not returned with the instrument, a $150 replacement fee will be deducted from your refund.
  • Opened Accessories: Strings that have been opened, or packages damaged by incorrect handling, are non-returnable.
  • Gift Cards: All gift card purchases are final and non-refundable.
Proof of Purchase
To complete your return, we require a valid receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Partial Refunds
Partial refunds may be granted at our discretion under the following circumstances:
  • Instruments showing obvious signs of use.
  • Opened string packaging.
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
The Refund Process
Once your return is received and inspected, we will send you an email to notify you that we have received your item and whether your refund has been approved or rejected.
If approved, your refund will be processed immediately, and a credit will automatically be applied to your credit card or original method of payment within a standard window of business days.
Late or Missing Refunds
If you have not received your refund yet, please follow these steps before contacting us:
  1. Check your bank account again.
  2. Contact your credit card company, as it can take some time before a refund is officially posted.
  3. Contact your bank, as there is often an internal processing period before a transaction reflects.
If you have completed these steps and still have not received your refund, please reach out to us at violinluthier21@gmail.com.
Sale Items
Only regular-priced items may be refunded. Sale items are strictly non-refundable.
Exchanges
We only replace items if they arrive defective or damaged. If you need to exchange an item for the exact same model, please email us at felixviolins@luthieroncall.com (with a copy to violinluthier21@gmail.com), and we will guide you through the process.
Gifts
  • Direct Gifts: If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the return is processed, a gift certificate will be mailed to you.
  • Indirect Gifts: If the item was not marked as a gift at purchase, or the gift giver had the order shipped to themselves first, the refund will be issued directly to the gift giver, who will be notified of the return.
Return Shipping Instructions
To return your product, please email us at felixviolins@luthieroncall.com with a copy to violinluthier21@gmail.com for precise shipping details.
  • All return shipping costs are non-refundable and will be deducted from your final balance.
  • Delivery times for exchanged products may vary depending on your location.
  • High-Value Items: For more expensive instruments and bows, we highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Need Help?
For any questions regarding refunds, returns, or exchanges, please contact us directly at felixviolins@luthieroncall.com and violinluthier21@gmail.com.