Refund policy

RETURNS & REFUND POLICY

At Savrano Leather, every piece is prepared by hand and inspected before dispatch. If your order is not right for you, you have clear rights under UK law, which this policy sets out in full. Nothing in this policy affects your statutory rights.

1. Your 14-day right to cancel (change of mind) Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel most online orders for any reason. You have 14 days from the day you receive your order to tell us you wish to cancel. After notifying us, you then have a further 14 days to return the goods. To cancel, email us at savranoleather@gmail.com with your order number and full name — you may use the model cancellation wording but do not have to. We will then send you return instructions and the return address.

2. Condition of returned goods You are entitled to handle the goods only as you would in a shop to establish their nature, characteristics and function. If the value of the goods is reduced by handling beyond this (for example, items that have been used, worn, marked or damaged), we may make a proportionate deduction from your refund. To avoid any deduction, please return items unused and in their original condition, with all original packaging, dust bag, cards and accessories. MoneySavingExpert

3. Who pays for return postage For change-of-mind cancellations, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged or incorrect (see section 5). We recommend using a tracked service and keeping your proof of postage, as you are responsible for the goods until they reach us.

4. Your refund (change of mind) We will refund the full price of the goods and the standard outbound delivery cost. If you chose a more expensive delivery method than our standard option, we refund only the standard amount. We process refunds to your original payment method within 14 days of receiving the goods back, or from the day you provide proof that you have sent them, whichever is earlier. Your bank or payment provider may take additional time to show the refund.

5. Faulty, damaged or incorrect items (your separate statutory rights) This is separate from, and in addition to, the 14-day cancellation right above. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If your item is faulty, damaged on arrival or not what you ordered:

  • You have a 30-day short-term right to reject the goods for a full refund.
  • After 30 days, you are entitled to a repair or replacement and, if that is unsuccessful, to a price reduction or refund. Please contact us at [BUSINESS EMAIL] with your order number and clear photographs of the issue, and we will arrange the appropriate remedy at no cost to you, including covering return postage. Please report a fault as soon as you reasonably can after discovering it.

6. Choosing the wrong model If you order the wrong device model (for example, the wrong iPhone model for a case), this is treated as a change-of-mind return under section 1, provided the item is unused and in its original condition. Please check your device model carefully before ordering.

7. Non-returnable items The following are not eligible for a change-of-mind return (your rights for faulty goods are unaffected):

  • Personalised, monogrammed, engraved or made-to-order items made to your specification.
  • Items that have been used, worn, marked, altered or damaged through handling beyond what is necessary to inspect them.
  • For hygiene reasons, any sealed item that has been unsealed after delivery, where this is indicated at the point of sale.

8. Exchanges We do not currently offer direct exchanges. If you would like a different model, colour or product, please return your original order under this policy and place a new order.

9. Natural leather characteristics Premium leather naturally varies in grain, tone, texture and markings, and may soften, darken and develop patina with use. These are natural characteristics of the material and are not considered faults.

10. How to start a return Email savranoleather@gmail.com with your order number, full name and the reason for return. We will reply with return instructions and the return address. Please do not send any item back before contacting us.