Thirty days. Two exceptions, stated plainly.
If a piece is not right, send it back within thirty days of delivery for a full refund. The exceptions are engraved work and made-to-order commissions, for reasons that are practical rather than punitive.
Thirty days from delivery. Start it by writing to us with your order number — there is no form to fill in and no reason to give.
Unused and in the condition it arrived. Leather that has been carried and brass that has begun to darken have both started ageing, which is not reversible. Try a piece; do not put it into service until you are sure.
Not returnable unless the engraving is wrong or defective, in which case we remake it. An engraved name cannot be sold to anyone else, which is the entire reason for this exception. You approve a proof at final scale before anything is cut, precisely so this does not happen.
Not returnable once work has begun. Commissions are quoted, proofed, and approved in writing first. If you change your mind before work begins, we refund in full.
We cover return shipping on faulty or incorrectly supplied pieces. On change-of-mind returns, return postage is yours. We do not deduct a restocking fee.
Issued to the original payment method within three working days of the piece arriving back. We will email you when it is done rather than making you check.
If something fails at the making — a joint, a finish, a stitch, an engraving — that is not a return, it is a repair, and it has no time limit. See The Maker’s Mark.