Refund policy
Made-to-Order Policy
Each Layers of LeRoi piece is handcrafted to order in our Vancouver atelier. Materials are selected, prepared and allocated specifically for each order, and production is scheduled according to the options confirmed at checkout.
For this reason, except where otherwise required by applicable law, we do not accept returns or exchanges for change of mind, personal preference, or an incorrect size, colour, leather, hardware, design detail or option selected by the customer.
Final Sale Items
The following items are considered final sale and cannot be returned or exchanged for change of mind, personal preference or an incorrect customer selection, except where otherwise required by applicable law:
- All made-to-order items once production has begun
- Items personalised with initials, names, dates, monograms, engraving or other custom text
- Items made to custom measurements or a non-standard size
- Items made to fit a specific journal, notebook, Bible, device, bag or other customer-specified object
- Items produced using measurements, model information or specifications supplied by the customer
- Items with customer-requested changes to the standard design
- Items with customised layouts, pockets, pen sleeves, closures, handles, rings, hardware or interior construction
- Items made in a customer-selected or non-standard colour combination
- Items requiring specially sourced leather, hardware, lining or other materials
- One-of-a-kind pieces and Private Commission orders
- Items expressly marked “Final Sale” on the product page or at the time of purchase
Customers are responsible for reviewing all product dimensions, compatibility information and selected options before completing an order.
Order Cancellations
Orders may be cancelled within 24 hours of purchase, provided that production has not begun and materials have not been cut, prepared or specially ordered.
After the 24-hour cancellation period, cancellation may not be possible because materials and production time may already have been allocated to the order.
Orders requiring specially sourced materials may become non-cancellable once those materials have been ordered, even if the request is made within the initial 24-hour period.
To request a cancellation, please contact us as soon as possible at:
Submitting a cancellation request does not guarantee that the order can be cancelled. We will confirm whether production or material sourcing has already begun.
Changes to an Order
Please review your order confirmation carefully.
Requests to change the size, leather, colour, hardware, personalisation or other options must be submitted within 24 hours of purchase. Changes are subject to confirmation and may not be possible once materials have been cut, prepared or ordered.
Changes that increase the cost of materials or production may require an additional payment.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, contains a workmanship defect, or differs from the confirmed order details, please contact us at contact@layersofleroi.com within 7 days of delivery so that we can review and resolve the issue promptly.
Please include:
- Your order number
- A clear description of the issue
- Clear photographs of the item
- Photographs of the packaging if the item was damaged during transit
Once the issue has been reviewed, we will arrange an appropriate repair, replacement or refund, depending on the circumstances and the requirements of applicable law.
Where a return is required because of our error, a confirmed workmanship defect or shipping damage, we will provide return instructions and cover the reasonable return shipping cost.
Please do not return an item without contacting us and receiving return authorisation first.
The request to contact us within 7 days is intended to help us investigate the issue promptly and does not limit any rights or remedies that cannot legally be excluded.
Natural Leather Characteristics
Leather is a natural material. Variations in grain, texture, colour, veining, pores and natural markings are part of its individual character and are not considered defects.
Leather colours can also appear slightly different depending on lighting conditions, photography, screen settings and the natural characteristics of each hide.
Minor variations between a product photograph, leather sample and completed item are therefore to be expected.
Handmade Characteristics
Every Layers of LeRoi piece is individually handcrafted rather than mass-produced.
Small variations in stitching, edge finishing, alignment and other handmade details may occur. These subtle differences are part of the nature of handcrafted work and are not considered defects, provided that they do not affect the product’s intended function, durability or overall quality.
Sizing and Compatibility
Customers are responsible for reviewing the dimensions, compatibility information and selected options shown on the product page before placing an order.
For products made to fit a specific journal, notebook, Bible, device or other item, the customer is responsible for providing complete and accurate measurements, model details and specifications.
An item made correctly according to information supplied or confirmed by the customer cannot be returned because that information was inaccurate or because the customer selected an incompatible size or model.
If we make an item incorrectly in relation to the confirmed order details, please contact us so that we can review and correct the issue.
Colour and Material Selection
Customers are responsible for reviewing and confirming their selected leather, colour, lining, hardware and other material options.
Colour differences caused by screen settings, lighting or natural variation in the leather are not considered defects.
When additional clarification is required, we may contact the customer before production begins. Production may be delayed until the necessary information or confirmation is received.
Authorised Returns
Any return authorised by Layers of LeRoi must be:
- Unused
- Unworn
- Unaltered
- Free from damage caused after delivery
- Returned with its original packaging and included accessories
The item must be shipped using the return instructions provided by us.
Unauthorised returns may be refused or returned to the sender.
Return Shipping
Where a return is authorised because of our error, a confirmed defect or an incorrect item, Layers of LeRoi will provide return instructions and cover the reasonable return shipping cost.
Where a return is accepted for another reason where permitted by applicable law, the customer may be responsible for return shipping costs.
Customers are responsible for using appropriate protective packaging and any required tracking or insurance when returning an item.
Shipping Charges, Duties and Taxes
Original shipping charges, import duties, taxes, brokerage fees and customs-related charges are non-refundable unless the return results from our error or a refund is otherwise required by applicable law.
Customers are responsible for any duties, taxes or import charges assessed by the destination country unless otherwise stated at checkout.
Refund Processing
Approved refunds will be issued to the original payment method after the returned item has been received and inspected, unless applicable law requires a different process.
Please allow several business days for the refund to appear after it has been processed. Processing times may vary depending on the payment provider or financial institution.
Delayed or Undelivered Orders
If an order has not arrived within the estimated delivery period, please contact us so that we can review the shipment and assist with the carrier.
Nothing in this policy limits any cancellation or refund rights that may apply when an order is not delivered within a legally required period.
International Customers
Return, cancellation and refund rights may vary by country or region.
For customers in jurisdictions that provide mandatory cancellation, withdrawal, return, repair, replacement or refund rights, those rights will apply where required by law.
Any statutory exception for goods made to the customer’s specifications, clearly personalised, specially sourced or otherwise customised will apply where permitted.
Statutory Rights
Nothing in this policy excludes, restricts or limits any consumer right or remedy that cannot legally be excluded, restricted or limited under applicable consumer protection law.
Contact
For questions about sizing, compatibility, personalisation, cancellations or an issue with an order, please contact:
Layers of LeRoi
Email: contact@layersofleroi.com