Right of Return and Exchange

Luthram Exchange and Return Policy

Luthram Exchange and Return Policy

Please read the following information carefully to ensure you are not disadvantaged in any way. Rest assured and rely on us!

We recommend that before sending a product for exchange or return, you first contact our customer service at support@luthram.com for instructions on how to proceed.

Right of Return

Purchase Cancellation

If you made a purchase on the site www.luthram.com and received the product in perfect condition, but are not satisfied with the purchase, you can request the cancellation of the purchase through our customer service via email at support@luthram.com However, please note the following rules.

Purchase Cancellation Period

According to consumer legislation, customers who made purchases online have up to 7 (seven) days after receiving the product to inform their decision to cancel the purchase.

Note: The right of withdrawal is a genuine reflection period. It aims to protect the consumer against aggressive business practices and ignorance about the acquired product. However, the reflection period should not be confused with the possibility of testing a product.

The cancellation request must be communicated to the provider without delay, respecting the following rules:

  • The goods must be returned by mail to the return address indicated by our support team.
  • The product must be returned in its original packaging, with all manuals.
  • The product must be returned with the purchase receipt.
  • The product must show NO signs of use.

WARNING: Products shipped outside the above specifications will not be accepted and will be returned to the sender.

Refund of Amounts

  • Credit Card: The refund may occur within up to 2 billing cycles.
  • NOTE: The refund will only take place after receiving and analyzing the product's condition in our distribution center. (The product must show no signs of use.)

NOTE: Any intention to cancel must be communicated to our customer service before shipping the product. Otherwise, requests will not be accepted.

Exchange Policy

For Clothing and Shoes

We do not exchange products due to inappropriate sizing for the customer. We provide measurements of our products in centimeters to avoid sizing errors. According to consumer legislation (Article 18), the retailer is not legally obliged to make an exchange due to consumer regrets regarding color, size, model, or for other reasons. The right granted to the customer by consumer legislation only applies in the case of defective products.

Defective Products

Product with a presumed manufacturing defect

Products sold on the Luthram site come with a 90-day warranty against natural manufacturing defects.

How to request an evaluation of presumed manufacturing defects:

Return of Goods:
  • The goods must be returned by mail to the address on the purchase label.
  • The product must be returned in its original packaging.
  • The customer must absolutely send the purchase receipt with the product.
  • The customer must send a brief written description of the presumed defect, explaining how the product was used, how often this activity was performed, etc.

WARNING: Products shipped outside the above specifications will not be accepted for defect analysis and will be automatically returned to the sender.

Product Defect Analysis

The evaluation of defects will be conducted by our suppliers, from whom we will receive the final report on the exchange request. Average completion time: 15 working days after receipt of the product.

Exchange Authorization

The customer will receive the same product at the original address at no additional cost. If the same model is out of stock, the customer will be informed and can choose another model from the available options on the site for the exchange, respecting the credit limit. If there is a price difference between the chosen product and the claimed product, the difference must be paid.

Exchange Refusal

The product will be returned to the customer with the letter/report of refusal, without the right to a replacement.

Reasons for Refusal

  • Absence of defects (no damage found, as indicated by the customer).
  • Signs of incorrect use of the product.
  • Signs of accidental damage.
  • Normal wear and tear from use.
  • Inappropriate washing of the product.

Automatic Sale Cancellation by Luthram

Automatic Purchase Cancellation

The cancellation of the order and the release of the acquired product by the initiative of Luthram occurs automatically in the following situations:

  • Inability to charge the corresponding purchase on the credit card.
  • Inconsistency of data in the order.
  • Out of stock.

Refund by Luthram in the following situations:

  • Inability to deliver the purchased goods, due to the non-existence of the delivery address provided by the buyer or its inaccessibility. In case of non-delivery for this reason, the product returns to our distribution center, which results in a refund of the corresponding product prices by Luthram, without shipping costs.
  • If the purchased goods are no longer in stock due to product sales, the amounts paid will be refunded to the buyer using the same payment method used at the time of purchase. In these situations, the buyer will be informed of the incident.