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Our Quality Promise

at lea phenom, we take pride in our hand-stitched craft. we use 100% natural Full-grain leather hides. because our leather is natual and not artificial, you may notice natural markings like stretch marks, scars, or small variations in texture. these are not defects; they are the "Natural Signature" of nature that make your item unique.

 

Damaged or Defective items

if your item arrives with a genuine defect—such as broken stitching or structural leather damage—we will happily offer you:

• exchange for a new item.
• refund (excluding original delivery charges)
  

to assist with your claim, please record a short video while unboxing your parcel; this "unboxing video" must clearly show the sealed package being opened and the defect found. to ensure total transparency, we also record a dedicated "dispatch video" of every order while it is being packed, verifying its perfect condition before it leaves our studio. matching these two videos helps us verify any issues and process your request immediately.

Customized & Personalized orders

please note that any item featuring custom name embossing, personalized initials, or specific design modifications is final sale. because these pieces are crafted uniquely for you, we cannot offer refunds or exchanges on customized orders. we recommend double-checking all spelling and details before finalizing your purchase. 

 

Change of Mind

because we provide high-resolution photos and full specifications on every page, we do not offer refunds or exchanges if you simply do not like the product or the natural markings of the hide. please review all details carefully before ordering.

if the website photos are not enough, we invite you to visit our social media to see our items in motion. for total confidence, you may also contact us via whatsapp to request a personal video of your specific item. once your piece is crafted, we can send you its first video to ensure it meets your expectations before it is shipped.

 

Policy conditions

to be eligible for a refund or exchange, please ensure:

• timeframe: contact us within 3 days of receiving your delivery. the item must then be dispatched back to our studio address within 7 days of the delivery date. please visit our contact us page for our studio address.

• condition: The product must be in its original, unused condition and returned in its original packaging.

• delivery fees: For refunds, the original delivery cost paid by lea phenom will be deducted from your total. for exchanges, original delivery charges are not deducted; however, the customer is responsible for the new delivery cost and any price difference for a more expensive item.

• processing: Your refund or exchange will be finalized and approved once lea phenom has received and inspected the original product.