The Buyer has the right to return the item to the Seller, if it differs significantly from the photo or the description. Preconditions for it:

  • Within 48h after receiving the item, the Buyer has to informed the Seller via Luthem.com messages about the wish to return the item
  • If the Buyer has not clicked on the “Item Approved” button that means the transaction has not completed yet.
Returning process:
  1. The Buyer informs the Seller about the wish to return the item and the reason(s) for it;
  2. The Seller informs the Buyer about where to return the item. Unless an alternative agreement is made, the item should be returned via the same delivery method which was used to ship the item in the first place;
  3. The Buyer will send the item within 72h of receiving the details and pay for the return postage, unless agreed otherwise;
  4. Seller receives the item and cancels the order;
  5. Luthem.com transfers the initially deposited money back to the Buyer’s Luthem.com wallet in full.

If an item gets returned, both parties have to cover one of the shipping costs – the Seller pays for initial shipping to the Buyer and the Buyer pays for the return shipping to the Seller.

The Buyer and Seller may always agree on an alternative solution for returning the item or solving the matter (e.g. discount).

If the Buyer and the Seller fail to agree or are unable to get in contact with each other, then both sides may contact Luthem.com for assistance via customer support icon in Luthem.com or via email – support@luthem.com. If necessary, Luthem.com will make additional inquiries to the Buyer and Seller to resolve the situation. If one of the parties does not respond to the inquiry within 48h, Luthem.com may make a decision in the favor of the other party.

We would also like to draw your attention to the fact that the disclaimer of “No Returns/No Refunds” or “Return not possible” in the store descriptions has no basis, as they violate the terms of the Luthem.com user agreement. Therefore, the Buyer always has the right to return the product to the Seller under the conditions mentioned above.

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