Return and Refund Policy

At The Leather Factory (TLF), every product is carefully inspected before dispatch. Because our products are handcrafted from genuine leather, slight variations in colour, grain, texture, markings, and finish are natural and make every piece unique.

Returns and Refund Eligibility

We do not accept returns or provide refunds for change of mind, personal preference, minor colour variations, or natural leather characteristics.

A refund may only be requested if the item:

• Arrives with a manufacturing defect;

• Is damaged when delivered; or

• Is materially different from the product ordered due to an error by The Leather Factory.

You must report the issue within 7 calendar days of delivery. Requests submitted after this period may not be accepted.

How to Report a Defective Item

Contact our Customer Care team through our Contact Us page and provide:

• Your order number;

• A description of the issue;

• Clear photographs showing the complete product and the defect;

• Photographs of the original packaging and shipping label; and

• Any additional photographs or videos reasonably requested by our team.

The item must remain unused, unworn, unwashed, unaltered, and in its original condition with all packaging, tags, and accessories.

Custom and Personalized Orders

Custom-made and personalized products are final sale and cannot be returned, exchanged, or refunded because they are produced specifically for the customer.

Custom products include items featuring:

• Names, initials, logos, engraving, embossing, or embroidery;

• Customer-selected dimensions, colours, materials, or hardware; or

• Any other design or construction modification requested by the customer.

However, if a custom item arrives with a verified manufacturing defect or contains an error made by The Leather Factory, you must contact us within 7 calendar days of delivery with clear photographs. Customer-submitted spelling, measurements, colours, or design choices are not considered production errors.

Natural Leather Characteristics

Genuine leather naturally contains variations in grain, pores, wrinkles, scars, shade, pull-up effect, and texture. Colour may also appear slightly different depending on lighting and screen settings.

These natural characteristics are not manufacturing defects and do not qualify for a return or refund.

Items Not Eligible for Refund

Refunds will not be approved for:

• Change of mind or personal preference;

• Custom or personalized items without a manufacturing defect;

• Natural leather markings or colour and grain variations;

• Normal wear, ageing, patina, softening, or minor scratches;

• Damage caused by misuse, overloading, water, chemicals, heat, improper storage, accidents, or incorrect cleaning;

• Items that have been used, altered, repaired, or damaged after delivery;

• Claims submitted more than 7 calendar days after delivery; or

• Claims submitted without sufficient photographic evidence.

Claim Review and Return Process

Please do not return any item without prior written approval from The Leather Factory.

Once we receive your claim, our team will review the photographs and order details. We may request that the product be returned for inspection. If the defect is verified, we will offer an appropriate resolution, which may include a replacement, repair, or refund.

For an approved defective or incorrect item, The Leather Factory will provide return instructions and cover reasonable return shipping through our nominated courier where applicable.

Refund Processing

Approved refunds will be issued to the original payment method. For cash-on-delivery orders, the refund will be sent through bank transfer or another mutually agreed payment method.

Refunds are normally processed within 7 days after approval or after the returned item has been received and inspected. Banks and payment providers may require additional time to reflect the amount in your account.

Original shipping charges are non-refundable unless the order arrived defective, damaged, or incorrect due to an error by The Leather Factory.

Contact Us

For return or refund assistance, please contact our Customer Care team through the Contact Us page on our website and include your order number and the required photographs.

This policy does not limit any consumer rights that cannot legally be excluded under applicable law.