Refund policy

Return and Refund Policy

 

At Lucian Leather Goods, every order is prepared with care, and many of our products are personalised or made specifically to your requirements.

We hope you love your purchase. However, if something isn't right, we're here to help.

This policy explains your options for returns, refunds, replacements and exchanges. Nothing in this policy affects your statutory rights.


1. Personalised and Custom-Made Products

Many of our products are personalised with names, initials, dates, messages or other details supplied by you.

Because personalised and custom-made products are created specifically to your requirements, we cannot normally accept returns, exchanges or cancellations for change of mind once the item has been personalised or made to your specification.

This includes situations where:

  • You change your mind after the item has been personalised.
  • You decide that you would prefer a different colour, design or personalisation option.
  • You have provided incorrect spelling, initials, dates or other personalisation information and the item has been produced correctly according to the information submitted with your order.

Under UK distance-selling rules, personalised or custom-made products are an exception to the usual change-of-mind cancellation right. This does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described. [gov.uk]

Please check your personalisation carefully

Customers are responsible for checking all names, initials, dates, messages, spelling, capitalisation and other personalisation details before submitting an order.

We will produce the personalisation using the information provided with your order.

If we make an error when personalising your item, please contact us and we will put it right.

If the item has been personalised correctly using the information supplied by you, an error in the information originally submitted will not normally be treated as a product fault.

 

2. Non-Personalised Products

If you purchase an eligible non-personalised product online, you may change your mind and cancel your order within 14 days of receiving the item.

If you wish to cancel, please contact us within those 14 days.

After notifying us of your decision to cancel, the item should be returned to us within a further 14 days.

Returned items should be in their original condition and should not have been used beyond what would reasonably be necessary to inspect the product.

For eligible online purchases, UK guidance provides a 14-day cancellation period from receipt, followed by a further 14 days to return the goods after notifying the seller. [gov.uk], [gov.uk]

Return postage for change-of-mind returns

You are responsible for the direct cost of returning an eligible non-personalised item when you are returning it because you have changed your mind.

We recommend using a suitable tracked postal service, as responsibility for the item remains with you until it reaches us.

UK rules allow consumers to bear the direct cost of returning cancelled goods where the trader has informed them of that responsibility.

 

3. Faulty, Damaged, Incorrect or Not-as-Described Items

Your statutory rights apply to both personalised and non-personalised items.

If your item:

  • Arrives damaged
  • Has a manufacturing fault
  • Has been personalised incorrectly by us
  • Is materially different from what you ordered
  • Is not as described

please contact us as soon as possible so we can investigate the issue and put things right.

Depending on the circumstances, we may offer an appropriate:

  • Replacement
  • Repair
  • Refund

We will work with you to determine the most appropriate resolution while respecting your statutory consumer rights.

UK consumer law requires goods to be of satisfactory quality, fit for purpose and as described, and provides remedies where those requirements are not met. [legislation.gov.uk]

 

4. Return Costs for Faulty or Incorrect Items

Please contact us before returning a faulty, damaged or incorrect item.

Where an item does not conform to the contract and a return, repair or replacement is required under your statutory rights, we will provide appropriate return instructions and bear the necessary reasonable return/postage costs.

Customers should not be left responsible for necessary postage costs associated with a statutory repair or replacement of faulty goods. [legislation.gov.uk], [legislation.gov.uk]

Please do not return an item before contacting us, as we may need photographs or other information to help resolve the issue efficiently.

 

5. Replacements and Exchanges

Because personalised products are made specifically for you, we do not normally offer exchanges on personalised items simply because you have changed your mind or would prefer a different design, colour or personalisation.

Where an item is:

  • Faulty
  • Damaged
  • Incorrect
  • Personalised incorrectly by us

we may offer a replacement, repair or refund depending on the circumstances and your applicable statutory rights.

If a replacement is agreed, we will explain the next steps and any return arrangements.

The Consumer Rights Act provides consumers with remedies including repair or replacement in relevant circumstances, and the trader bears necessary costs involved in carrying out those remedies. [legislation.gov.uk], [legislation.gov.uk]

 

6. Refunds

Once an eligible return is received, we will inspect the item and confirm the outcome of your return.

Where a refund is due, it will normally be issued through the original payment method.

For eligible change-of-mind cancellations involving non-personalised products, refunds will be handled in accordance with your statutory cancellation rights, including the applicable standard delivery charge where required. UK guidance states that, for qualifying online cancellations, the seller must refund standard delivery costs, though any additional amount paid for a more expensive delivery option need not be refunded. [gov.uk]

Refund processing times after we issue a refund may vary depending on your bank or payment provider.

 

7. Proof of Purchase

We may ask you to provide proof of purchase before processing a return, replacement or refund.

This might include:

  • Your order number
  • Order confirmation email
  • Receipt
  • Other evidence of purchase

UK guidance permits businesses to request proof that an item was purchased from them. [gov.uk]

 

8. How to Request a Return, Replacement or Refund

Please contact us before sending anything back.

Email: contact@lucianleathergoods.co.uk

Please include:

  • Your name
  • Order number
  • The product concerned
  • A brief description of the issue
  • Photographs if the item is damaged, faulty or incorrect

We will review the information and advise you of the appropriate next steps.

 

9. Return Address

Once your return has been authorised, eligible returns should be sent to:

MKL Creations LTD

20 Maiden Road

Banbury

OX1 69UJ

United Kingdom

Please contact us before returning an item so we can confirm that the return is eligible and provide any necessary instructions.

 

10. Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to limit or exclude your statutory consumer rights.

Goods must meet statutory requirements including being of satisfactory quality, fit for purpose and as described, and consumers have remedies where those requirements are not met. [legislation.gov.uk]

For further information about your consumer rights, you can visit the UK Government's guidance on returns and refunds. [gov.uk]

 

This policy ensures compliance with the Consumer Rights Act 2015 and other relevant UK consumer protection laws[1][2]. If you need any further customization or have specific requirements, feel free to let me know!