Shipping, Handling and Delivery

Safe packaging and premium shipping

We ship all our guitars and instruments with professional packaging, designed to make transport as safe as possible. We work with top-tier carriers and include all-risk insurance for the full value of the instrument and a tracking number, which you will receive by email.

Order preparation

We prepare and hand over orders to the carrier within 24–48 business hours of payment confirmation. (We do not process orders at weekends or on public holidays.)

Delivery times (estimated)

Times are estimates and may vary due to logistical incidents, weather conditions, demand peaks, public holidays, customs inspections and procedures, or other circumstances beyond our control:

  • Mainland Spain and Balearic Islands: 24–72 business hours.
  • Canary Islands, Ceuta and Melilla: 3–7 business days.
  • European Union: 5–15 business days.
  • Rest of the world: subject to prior enquiry by email (we will confirm options and timescales according to destination).

Customs, taxes and fees (important)

For shipments outside mainland Spain/EU (and also where applicable under the regulations of the destination country), any customs duties, taxes, fees, customs handling charges and import costs are NOT included in the price and must be paid by the customer at destination. These amounts depend on each country and we cannot estimate or refund them.

Address, delivery attempts and refusals

Please ensure you enter your address and contact details correctly. If the parcel cannot be delivered due to reasons attributable to the customer (incomplete/incorrect address, repeated absence, failure to collect from a pick-up point, failure to provide documentation, failure to pay duties, refusal of the shipment, etc.), the costs of return, storage and/or re-shipment will be borne by the customer. If a refund is due, it will be made after deducting those costs.

 

Significant delays

If the delay exceeds 30 calendar days without justification, you may cancel the contract and request a refund in accordance with applicable regulations.

Transport damage: what to do upon receipt

When the parcel arrives, inspect it immediately. If you notice dents, punctures, breaks or clear signs of damage:

  • indicate this to the carrier in writing when signing for delivery (with “reservations”), and
  • send us photos of the outer packaging, inner packaging and the instrument within a maximum of 24 hours to info@mundoluthier.com

After 24 hours, a claim against the carrier’s insurance may not be accepted or may be limited by the carrier’s policy. 

Returns (right of withdrawal)

Period

If you are purchasing as a consumer, you have 14 calendar days from receipt to exercise your right of withdrawal where legally applicable (Law 3/2014 of 27 March on retail trade, article 107).

Essential condition: “as new” product

To accept the return, the instrument must be in perfect condition, with no signs of use beyond reasonable inspection, and with everything included in the shipment: original box and protective packaging, case/bag if included, accessories, labels, documentation, gifts/promotions and any extras associated with the order.

If the product arrives with signs of use, marks, odours, scuffs, scratches, dents, tampering, strings replaced with evidence of use, unnecessary adjustments or intervention, or incomplete/damaged packaging, we may apply a depreciation to the refund amount (or refuse the return if the condition prevents resale as new), as permitted by regulations.

 

 

Exceptions: when the right of withdrawal does not apply

The right of withdrawal does not apply (art. 103 TRLGDCU), among others, to:

  • instruments personalised or made to order according to customer specifications (for example: left-handed, specific tonewoods, special finishes, electrification, pickguard installation, modifications, etc.),
  • special orders with manufacturing/sourcing on request and waiting lists,
  • products damaged or deteriorated due to reasons attributable to the customer.

 

How to arrange a return

  1. Write to us within 14 days at info@mundoluthier.com with your order number and date of receipt. We will send you the withdrawal form.
  2. Pack the instrument exactly as you received it, well protected and with all accessories.
  3. Send it to: MUNDOLUTHIER, SL — Avenida Compromiso de Caspe, 91 Local, 50002 Zaragoza, Spain.
  4. Returns are sent at the customer’s expense, unless the return is due to a lack of conformity/defect covered by the warranty.

We recommend shipping with tracking and insurance: until we receive it, the customer is responsible for the parcel and its condition.

Refund

Once received, we inspect the product (usually within 48 business hours). If everything is in order, we issue a refund within a maximum of 14 calendar days in accordance with regulations, using the same payment method. Final crediting time may vary depending on your bank (3–7 business days).

Legal warranty and support

Warranty
Instruments sold at www.mundoluthier.com carry the applicable legal warranty. For consumers, the period is 3 years in accordance with current regulations.

What is covered
Manufacturing defects and conformity issues (for example, structural failures, joints or components), provided they are not due to misuse or external causes.

What is not covered

The following are excluded:

  • normal wear and tear (strings, periodic setups, maintenance, etc.),
  • damage from knocks/drops, inadequate humidity or temperature, lack of humidification, exposure to heat,
  • modifications or repairs by unauthorised third parties,
  • improper use or lack of maintenance.

How to report an issue:

Write to us at info@mundoluthier.com as soon as you notice the problem (ideally within 48 hours), attaching photos and/or a video. Keep the invoice and packaging to facilitate collection and inspection.