Refund policy
At Authentic Stitch, we are committed to providing you with investment-grade leather goods. Our policy is fully compliant with UK consumer protection regulations, which allows you the following rights:
1. The Right to Cancel (The Cooling-Off Period)
You have 14 calendar days after receiving your item to request a return and cancel your order, for any reason and without justification.
2. Eligibility and Condition of Goods
To be eligible for a return under the 14-day cooling-off period, the following applies:
- Notification: You must notify us within the 14-day period.
- Proof: You must provide the receipt or proof of purchase.
- Condition: Your item must be returned to us unused, with all tags, and in its original packaging. You are permitted to handle the goods only as much as is necessary for a brief inspection (similar to viewing an item in a retail shop).
3. How to Start a Return
To start a return, please contact us immediately at authenticstitch@hotmail.com.
If your return request is accepted, we will send you instructions on how and where to return your package to our UK hub (return address). Items sent back to us without first requesting a return will not be accepted.
4. Return Shipping and Costs
- Customer Responsibility (Change of Mind): You are responsible for the cost and risk of returning the item. Items must be posted using a tracked service to ensure their safe arrival at our UK hub.
- Faulty Items (Legal Right): If the item is defective, damaged, or you receive the wrong item, we will cover the reasonable cost of return shipping.
5. Damages, Usage, and Diminished Value
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect.
- Usage and Damage: If the returned goods exhibit signs of usage or handling beyond a necessary inspection, we reserve the right to reduce the refund amount to reflect the diminished resale value of the goods, up to the full contract price. This protects your right to inspect the product without wearing it.
6. Exceptions / Non-Returnable Items
We cannot accept returns on gift cards or custom-made/personalized items. All other items, including sale items, are eligible for the 14-day return window.
7. Refunds
We will notify you once we’ve received and inspected your return, and confirm the approved refund amount (after any necessary deduction for diminished value).
- Refund Timeline: If approved, you will be automatically refunded on your original payment method within 14 calendar days of us receiving the item or receiving proof that the item has been shipped.
- Bank Processing: Please remember it can take additional time for your bank to process and post the refund.
You can always contact us for any return question at authenticstitch@hotmail.com.