Last updated: 1st June 2026

Thank you for shopping at Lowden Guitars. If you are not entirely satisfied with your purchase, we’re here to help.

1. Returns

You have 14 days from the date you received your item to request a return.

To be eligible for a return:

  • The item must be unused and in the same condition that you received it
  • The item must be in the original packaging
  • You must provide a receipt or proof of purchase

2. Non-Returnable Items

Where a guitar has been commissioned, or configured to a customer’s specific requirements (including, without limitation, bespoke specifications, customisations or other personalised features), such instruments are deemed custom-made goods. 

Accordingly, once an order for a custom, made-to-order instrument has been accepted and production has commenced:

  • The order cannot be cancelled, and
  • The instrument is non-refundable and not eligible for return,

except in circumstances where the product is proven to be faulty, damaged or not as described in accordance with applicable customer protection laws. 

Customers are responsible for ensuring that all specifications are correct at the time of order confirmation. We recommend carefully reviewing all configurations before proceeding.

3. How to Start a Return

To initiate a return, please contact us at: contact@lowdenguitars.com

Include:

  • Your order number
  • The reason for return
  • Photos (if the item is damaged or defective)

We will provide instructions on how and where to send your return.

4. Return Shipping

  • Customers are responsible for paying return shipping costs unless the item is faulty or incorrect
  • Shipping costs are non-refundable
  • We recommend using a trackable shipping service

5. Refunds

Once we receive and inspect your return, we will notify you of the status.

If approved:

  • Your refund will be processed to your original payment method
  • It may take seven business days for the refund to appear, depending on your bank or provider

6. Late or Missing Refunds

If you haven’t received a refund yet:

  • Check your bank account again
  • Contact your credit card provider
  • Contact your bank

If you’ve done all of this and still have not received your refund, please contact us at contact@lowdenguitars.com.

7. Exchanges

We only replace items if they are:

  • Defective
  • Damaged
  • Incorrect

If you need an exchange, email us at contact@lowdenguitars.

8. Damaged or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 5 days of delivery with photos. We will resolve the issue as quickly as possible.

9. Sale Items

Only regular-priced items may be refunded. Sale items are non-refundable unless faulty.

10. Contact Us

If you have any questions about our Return & Refund Policy, please contact us:

contact@lowdenguitars.com