Last updated: 27/11/25

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At Luthco Ltd, we want every customer to feel confident in their purchase. If you are not fully satisfied with your order, you may be eligible for a return or refund in line with the details below.

This policy applies to all purchases made through www.luthco.co.uk.

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1. Your Right to Cancel (UK Consumer Contracts Regulations)

UK customers have the right to cancel their order within 14 days of receiving their goods.

To qualify for a return under this right:

• items must be unopened, unused, and in their original packaging

• products must be returned in the same condition as received

• a return request must be submitted within 14 days of delivery

Returns received outside this timeframe may not be eligible for a refund.

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2. How to Start a Return

To begin a return, please email us at info@luthco.co.uk with:

• your order number

• a photo of the item you would like to return

• a brief explanation (for example: change of mind, wrong item, etc.)

Our team will respond with instructions on how to return your item.

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3. Return Address

Luthco Ltd
6 Glenside Drive
Glasgow
G73 3LL
United Kingdom

Packages should be returned using a tracked delivery service. Customers are responsible for ensuring the item arrives safely.

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4. Return Costs

• Return postage is the customer’s responsibility, unless the item is faulty or has been sent in error.

• If the product is faulty or incorrect, we will cover the return postage or provide a replacement.

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5. Non-Returnable Items

For health and hygiene reasons, we cannot accept returns of:

• opened products

• used products

• items not in their original packaging

• products returned after the 14-day window

This does not affect your statutory rights if the product is faulty.

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6. Refunds

Once your return has been received and inspected:

• you will receive an email confirming approval or rejection of your refund

• approved refunds will be issued to your original payment method

• refunds are typically processed within 5–10 business days

• original shipping fees may be refunded where required by law

Please note: processing times may vary depending on your bank or payment provider.

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7. Damaged, Incorrect or Faulty Items

If your item arrives damaged, faulty, or incorrect:

• contact us within 48 hours of delivery

• provide your order number and clear photos of the issue

• we will arrange a replacement or refund as quickly as possible

This is separate from our general change-of-mind returns policy.

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8. Exchanges

We do not currently offer direct exchanges.
If you would like to replace an item, please return it for a refund and place a new order.

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9. Contact Information

If you have any questions about returns or refunds, please contact our support team:

Email: info@luthco.co.uk
Phone: +44 7539 927332

We aim to respond to all emails within 1 working day.