Returns & Refunds
At LG Leatherworks, every item is handmade with care and attention to detail. I want you to be delighted with your purchase, but I understand that sometimes an item may not be quite right.
This policy explains how returns, refunds, exchanges and faulty items are handled. Nothing in this policy affects your statutory rights as a consumer.
Changed your mind?
If you purchase a standard, non-personalised item from the LG Leatherworks website, you have the legal right to cancel your order without giving a reason.
You have 14 days from the day after you receive your order to let me know that you wish to cancel.
Once you have told me you wish to cancel, you then have a further 14 days to return the item.
To request a return, please contact me at:
[INSERT YOUR EMAIL ADDRESS]
Please include your order number and let me know which item you wish to return.
Condition of returned items
Returned items should be unused and in the same condition in which you received them, with their original packaging where reasonably possible.
You are entitled to handle an item to the extent necessary to establish its nature, characteristics and functionality, in much the same way as you would be able to in a shop.
If an item has been used beyond what is reasonably necessary to inspect it, and its value has been reduced as a result, I may be entitled to make a deduction from the refund in accordance with consumer law.
Return postage
If you are returning an item because you have simply changed your mind, you are responsible for the cost of returning the item to LG Leatherworks, unless I have agreed otherwise with you.
I recommend using a tracked postal service and keeping your proof of postage, as LG Leatherworks cannot be responsible for items that are lost while being returned.
If an item is faulty, damaged on arrival or not as described, please contact me before returning it so that I can arrange the appropriate solution.
Refunds
Once I receive your returned item, I will process your refund as soon as reasonably possible and within the legal timeframe.
Where you are exercising your statutory right to cancel an online purchase, your refund will include the cost of the standard delivery service you originally paid for.
If you selected a more expensive delivery option, I am only required to refund the cost of the standard delivery service.
Refunds will normally be made using the original payment method.
Personalised and custom-made items
Because LG Leatherworks creates many items specifically for individual customers, personalised or genuinely custom-made items are not normally eligible for return simply because you have changed your mind.
This includes items that have been made or altered specifically to your requirements, such as:
- Personalised leather dog collars
- Items stamped, embossed or engraved with a name, initials or other personal wording
- Items made to a customer’s specific measurements or specifications
- Bespoke leather goods made specifically to an individual customer’s requirements
- Other items that have been specifically customised at the customer’s request
This does not affect your statutory rights if a personalised or custom-made item is faulty, not as described or does not conform to the contract.
If you are unsure whether your item is considered personalised or custom-made, please contact me before placing your order.
Dog collars and items made to measurements
Please take care when selecting measurements for dog collars and other made-to-measure items.
Where an item has been made specifically to measurements supplied by you, it may not be eligible for a change-of-mind return.
For this reason, please double-check your measurements before ordering.
If you are unsure which size or measurement to choose, please contact me before placing your order and I will be happy to help where I can.
If an item has been made incorrectly by LG Leatherworks, or does not match the measurements or specifications agreed with you, please contact me so that I can put the problem right.
Faulty, damaged or incorrectly described items
Your statutory consumer rights are not affected by this returns policy.
If your item arrives damaged, is faulty, is not as described, or does not meet the requirements of the contract, please contact me as soon as possible with your order number and details of the problem.
Where appropriate, please include photographs of the item and its packaging. This can help me understand what has happened and resolve the issue as quickly as possible.
Depending on the circumstances and your legal rights, I may offer a repair, replacement, price reduction or refund.
I will not ask you to pay the cost of returning an item where it is my responsibility because the item is faulty, damaged, incorrectly described or otherwise does not conform to the contract.
Items damaged through use
Leather is a natural material and will develop character with use. Minor changes in colour, creasing and surface appearance can be a natural part of leather ageing and are not necessarily faults.
However, this does not affect your statutory rights where an item is genuinely faulty or does not meet the description or quality you are legally entitled to expect.
Damage caused by misuse, accidents, alterations, improper care or normal wear and tear is not automatically considered a manufacturing fault.
If you believe there is a problem with your item, please contact me so that I can assess the situation.
Exchanges
If you have purchased a standard, non-personalised item and would prefer a different item, please contact me.
An exchange may be possible depending on the circumstances.
For personalised, made-to-measure or bespoke items, exchanges due simply to a change of mind may not be possible.
If an item is faulty or does not conform to the contract, your statutory rights will apply.
What happens after I contact you?
Once you contact LG Leatherworks about a return, I will confirm the next steps with you.
Please do not send personalised or custom-made items back without contacting me first.
For standard returns, I will provide the appropriate return instructions.
Christmas and gifts
If an item is purchased as a gift, the same statutory cancellation rights apply to standard, non-personalised online purchases.
If you are buying a personalised or bespoke item as a gift, please bear in mind that the change-of-mind cancellation right may not apply once the item has been made specifically to your requirements.
If you are unsure, please contact me before ordering.
Contact
If you have any questions about returns, refunds, exchanges or an item you have received, please get in touch.
LG Leatherworks
Email: [INSERT YOUR EMAIL ADDRESS]
Please include your order number where possible so that I can deal with your enquiry as quickly as possible.
Your statutory rights
Nothing in this policy is intended to exclude or restrict your statutory rights under UK consumer law.
For further information about consumer rights, you can visit the UK Government’s consumer rights guidance.
Policy last updated: September 2026