Returns and Exchanges Policy

Your satisfaction is at the heart of everything we do. If your purchase doesn't meet your expectations, we have a simple returns and exchanges process.

Right of Return for Change of Mind

If you are a private customer (Consumer), you have 30 calendar days from the date you receive the product (or the last item if the order was delivered in multiple shipments) to change your mind, cancel your purchase, and receive a full refund. You do not need to provide a reason.

Product Use During the Trial Period

During these 30 days, you can use the product only as much as necessary to evaluate its nature, characteristics, and performance, similar to how you would in a physical store. This period is designed to allow you to make an informed decision.

How to Exercise Your Right of Return

To initiate a return, simply notify us of your decision within the stated timeframe. The easiest way to do this is by contacting us through our Contact page.

Conditions for Return

To be eligible for a full refund, the product must be returned within 14 days of you notifying us of your decision, in its original condition: unused, in its original packaging, and with all included accessories, manuals, and components . The product must be securely packaged to prevent damage during shipping.

Refund

Once we receive and verify the returned product, we will process your refund within 14 days . The refunded amount will be the purchase price of the product plus standard shipping costs, and will be credited to the same payment method used for the original purchase. We reserve the right to deduct from the refund any decrease in the product's value resulting from handling beyond necessary inspection.

Exceptions and Partial Refunds

  • Personalized or Made-to-Order Products: Personalized, engraved, or specially configured products are not eligible for return due to change of mind, unless they are defective.
  • Kits and Combined Offers: If you return an item that was part of a promotional offer (such as a buy two discount), the discount applied will be deducted from the refund.
  • Damaged or Incomplete Products: Returns will not be accepted for products that are damaged, missing parts, or not in their complete original condition and packaging. In such cases, the refund may be denied or adjusted to reflect the loss in value.

Defective Products

If you receive a defective or malfunctioning product, please contact us immediately. We will cover all shipping costs related to replacement or repair under our warranty.

Shipping Costs on Returns

  • For changes of mind: The customer is responsible for the return shipping costs.
  • For defective products or our error: We will cover all shipping costs.

Questions

If you have any questions about our returns policy, please feel free to contact us .

This policy reflects our commitment to quality and your experience. Marceau & Luthier reserves the right to update this policy.