Please examine your purchase immediately upon receipt.
Aside from customized items, you are welcome to return any item for any reason so long as you obtain a Return Merchandise Authorization (RMA) within 4 weeks of receiving it. Customized items are eligible for return only in the case where the service was performed incorrectly or the item arrived damaged.
We do not accept returns for exchange or for credit to your Luthiers Mercantile account. Returned items are refunded to your original method of payment. If you want to do an ‘exchange’ you can order the replacement item as a new order, at your convenience.
You can request an RMA by logging into your web account. Go to “Order History” and click the “details” of the order where the item you want to return was ordered. Scroll down to the Merchandise Return section. Click the box next to the item you wish to return and then enter an explanation for the return in the comment space below this. Now click Request a Return. Our Sales team will review your request and, if approved, you will receive an email telling you that we are “Waiting for your package”. At this point, return to your account to the Merchandise Returns section and print out the return form. Return your item along with this form. LMI will refund return shipping only in cases where the items are defective or do not match size specifications, but these returns must come through standard (USPS) mail (not Priority).
Monitor your account to see the status of your return.
After 4 weeks, we may charge you a 15% restocking fee. All returns after 60 days are at LMI’s discretion.
All returns must be unworked and in resale condition. We do not accept returns on items customized by LMI unless we have made an error.
Customers will be charged return shipping costs (normally higher than the original shipping cost) on refused packages that do not have a return authorization.
Please note that Luthiers Mercantile is happy to replace a defective tool or part should there be a need, but will not reimburse for lost time and/or materials if this is the result of the defective tool or part.