Refund policy

We want you to love your Leather Maison piece. If something is not right, this Return & Exchange Policy explains how returns, exchanges, refunds, and damaged-item claims are handled.

1. Return and Exchange Window

Requests made after the applicable window has closed cannot be accepted, unless the item is defective, damaged on arrival, or incorrect due to our error and was reported in accordance with Section 8 below.

2. Condition Requirements

To be eligible for a return or exchange, items must be:

• unused, unworn, and in original condition;
• free from marks, scratches, stains, odors, damage, or signs of use;
• returned with original packaging, tags, dust bags, boxes, cards, and accessories included;
• accompanied by proof of purchase, such as an order number or receipt.

Items showing signs of use, damage not caused by us, missing accessories, or missing original packaging may be refused or may be subject to a partial refund at our reasonable discretion.

3. Non-Returnable and Non-Exchangeable Items

The following items are not eligible for return or exchange unless defective, damaged on arrival, or incorrect due to our error:

• personalized, monogrammed, or engraved items;
• made-to-order or custom items;
• items marked "Final Sale" at checkout;
• gift cards;
• items damaged due to misuse, improper care, normal wear and tear, or customer handling.

Personalized, monogrammed, engraved, made-to-order, or custom items cannot be returned or exchanged due to change of mind, incorrect text/details submitted by the customer, personal preference, or natural leather variation.

4. Natural Leather Variation Is Not a Defect

Leather is a natural material. Variations in grain, tone, markings, pores, wrinkles, texture, color depth, and finish are normal and expected. These natural characteristics do not constitute defects.

With use, leather may naturally soften, darken, stretch slightly, develop patina, or show signs of wear depending on handling, climate, storage, and care. Natural ageing, patina, and wear are not considered manufacturing defects.

5. Return Shipping Costs

For UAE orders, Leather Maison will cover the cost of return or exchange shipping for eligible requests within the return window. We will provide a prepaid shipping label or arrange courier pickup where available.

For GCC and international orders, customers are responsible for return shipping costs unless the return is due to our error, or the item arrived damaged, defective, or incorrect. We recommend using a tracked and insured shipping service.

Customs duties, import taxes, clearance fees, brokerage fees, or other destination-country charges paid by the customer are non-refundable unless required by applicable law or caused by our error.

6. How to Start a Return or Exchange

To request a return or exchange:

1. Email info@leathermaison.ae with your order number, item name, reason for return/exchange, and photos if relevant.
2. We will review your request and confirm whether the item is eligible.
3. If approved, we will send return instructions and, where applicable, a prepaid label or courier pickup details.
4. Pack the item securely in its original packaging, including all tags, dust bags, boxes, cards, and accessories.
5. Send the item back using the approved return method.
6. Once we receive and inspect the item, we will process the approved refund, exchange, store credit, or other agreed resolution.

Items returned without prior approval may be refused or returned to the customer.

7. Refunds

Approved refunds are issued to the original payment method where possible.

Please allow 5–10 business days after we receive and inspect the returned item for the refund to be processed, plus any additional time required by your bank or payment provider.

Original shipping fees, if any were charged on the initial order, are non-refundable unless the return is due to our error, or the item arrived damaged, defective, or incorrect.

If a refund relates to an international order, customs duties, import taxes, clearance fees, brokerage fees, or other destination-country charges are not refundable by Leather Maison unless required by applicable law or caused by our error.

8. Exchanges

Exchanges are subject to stock availability.

If the requested replacement item is unavailable, we may offer a refund, store credit, alternative item, or other suitable resolution.

If the exchange item has a different price, we will inform you of any price difference before processing the exchange.

9. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at info@leathermaison.ae with:

• your order number;
• photos of the item;
• photos of the packaging;
• a description of the issue.

We will review the issue and, where confirmed, cover reasonable costs to replace, exchange, repair, or refund the item.

Damaged, defective, or incorrect item claims will be reviewed even if the standard return window has passed, provided the issue was reported within 48 hours of delivery.

10. Refused or Ineligible Returns

We may refuse a return or exchange if the item:

• is outside the return/exchange window;
• is used, worn, damaged, stained, scratched, or altered;
• is missing original packaging, tags, dust bags, boxes, cards, or accessories;
• is personalized, monogrammed, engraved, made-to-order, custom, or final sale;
• was damaged due to misuse, improper care, normal wear and tear, or customer handling;
• was returned without prior approval.

Where a return is refused, the item may be sent back to the customer, and additional shipping charges may apply.

11. Contact Us

Questions about returns or exchanges may be sent to:

Leather Maison
Email: info@leathermaison.ae
Website: leathermaison.ae

Phone: +971561132499