Remake policy
If it does not match your approved sample, we remake it. We pay freight both ways, and the remake runs ahead of new work. A written policy can be held against us, which is the point of writing one down.
What qualifies
- Measurements outside our stated tolerance against the approved sample
- Materials other than those you approved — a different grade, weight or colour
- Decoration placed outside the proofed position, or a misspelled name
- Construction faults: failed seams, misaligned panels, hardware that does not function
- Damage in transit on a shipment we arranged
What does not
- A change of mind about a design you approved at sample stage
- Natural variation in leather grain and colour within the stated tolerance — that is leather rather than a defect, and a hide with no variation at all is usually not leather
- Damage after delivery, or wear in normal use
- A size run that did not sell as well as you hoped
We publish the exclusions because a policy with no limits is a policy nobody intends to honour, and you should be suspicious of any supplier who offers you one.
How it works in practice
Tell us within fourteen days of delivery and send photographs. If it is clear from the photographs we start immediately; if it is not, we ask you to return one piece at our cost and we look at it here.
A remake skips sampling because your pattern and materials are already on file. At fifty pieces that is two weeks of production, and four weeks to your door on the same published schedule as a first order.
If the fault is ours and you want a refund rather than a remake, say so and take the refund. We would prefer to make it again, but that is our preference rather than your obligation.
How we avoid needing it
Six inspection stages against your approved sample, and photographs of the finished order before it leaves. You see those photographs and you can hold the shipment on the ground rather than discovering the problem after it has flown.
The policy exists so you can order without holding your breath. The process exists so you rarely have to use it.
See it, hold it, then decide.
The policy is what happens if the bulk misses your approved sample. The sample is what makes the policy mean anything — in your hands in fourteen days.