The Luthier Bench is a marketplace comprised of independent Luthiers who operate their own Storefronts on our platform. Each Seller is responsible for establishing their own policies regarding refunds, exchanges, and returns. Individual policies will vary from workshop to workshop. The Luthier Bench requires Sellers to set a return policy during the initial configuration of their new Storefront, even to inform potential Buyers that they do not accept returns or exchanges on that listing. Each Luthier Workshop publishes their Return Policy in the "Build Policy" section of their individual storefront.
The Luthier Bench Platform Policies
the rules of the road for buyers & sellers
Returns & Cancellations Policy
Returns & Refunds Policy
The Luthier Bench is a multi-vendor platform populated by Luthier Storefronts that transact guitar builds directly with Buyers and Collectors. The return policy for each transaction is dictated by the individual Luthier-Seller. In the majority of cases, independent Luthiers proudly stand by their work and are willing to take returns within a specified period. Refunds will be issued after inspection, with the buyer responsible for the return shipping costs and/or any damage to the instrument. Standard return policy includes a 7-day, post-delivery window to inform the Luthier of the intention to return and delivery at the customer expense within 14 days. Refunds will be issued within 7 days after receipt and instrument inspection directly from the Luthier-Seller in the same form of currency and payment method as the original purchase. Reach out to us at 828-808-7000 if you require any assistance with returns, cancellations or other issues.
Return Protocol
- It is important to review the Seller’s return policy on their Storefront and/or Guitar Listing page to confirm whether a return is warranted.
- If the item arrived not as described and is reported to the Seller and/or The Luthier Bench within 7 days of delivery, you are eligible for a return.
- Be sure you save all packaging in case the Seller or the Shipping Carrier requires this.
- Outside of the 7-day window, a return is dependent on the Seller’s custom return policy, if applicable.
- The reason for your return will determine who is responsible for the return shipping costs.
- Once the Seller has received and inspected the guitar, your refund should be completed within 7 days and you should receive the money back in your account within the following 3-5 business days.
- Important: If you make any modifications to the item after receiving it, that voids any Right Of Return and a refund is not warranted.
Cancellations Policy
The Buyer for any reason prior to Seller shipping the guitar can cancel and revoke the order. The Buyer is required to notify by email (or phone) both to the Seller and The Luthier Bench as to the intention to cancel. The Luthier Bench will make the determination regarding cancellation timing and will inform the Seller to cancel shipping and the Buyer will receive a full refund with 7 business days, in the same format as the original payment. Please note that The Luthier Bench reserves the right to disallow a Buyer from further transactions on our platform after a cancellation post-purchase. Also, cancellation is not an option once the Seller has delivered the guitar to the Shipping Courier. At that point, the Buyer will be obligated to receive the purchased instrument and can apply for a Return, according to the terms of the policies of the individual Seller and The Luthier Bench.
Buyer Support Portal
The Luthier Bench team will work with Buyers to assure that 100% of instrument acquisitions on our platform are delivered on-time and in pristine condition. If for any reason a Buyer requires support with interfacing with Sellers and/or the logistics of purchase, shipping, or returns - we provide 24/7 Support over three live channels. Scroll down to the Buyer Resolution Center message box below and initiate a request. Or, you can have a live chat with our team through our Support 'bubble' on our website. And, if the need is more urgent, simply call us at 828-808-7000 anytime and we will work with you to resolve any issues.
CONTACT OUR TEAM
The Luthier Bench provides 24/7 Support through three channels: email or messaging, live chat, or direct phone assistance.
205A Hatchery Road, Taos, New Mexico 87571
01.828.808.7000
build@luthierbench.com
24 Hours - 7 Days a Week