Refund policy

 

Effective date: 1 July 2026

Our Commitment

At Emmaus Experience, each piece is thoughtfully handcrafted using authentic leather. As a natural material, leather possesses its own unique characteristics that make no two pieces exactly alike. Variations in grain, texture, natural markings, wrinkles, and subtle colour differences are inherent to the material and should be appreciated as part of its authenticity rather than regarded as imperfections.

Over time, authentic leather will naturally develop a rich patina through use, gradually becoming softer and more distinctive. This ageing process is an attribute of premium leather and reflects the unique journey of each piece.

We encourage you to review your order carefully before completing your purchase. If you have any questions about a product, we are always happy to assist before you place your order.

Returns, Refunds & Exchanges

As each item is individually handcrafted, all sales are final.

We are unable to accept returns, exchanges, or offer refunds for:

  • Change of mind.

  • Incorrect purchases.

  • Natural characteristics of authentic leather, including variations in grain, texture, natural markings, wrinkles, or subtle colour differences.

  • Minor differences in stitching, edge finishing, or dimensions resulting from the handcrafted process.

  • The natural ageing and development of a patina over time.

  • Scratches, scuffs, or other signs of wear that occur after the item has been used.

Damaged or Incorrect Orders

Every order is carefully inspected before it leaves our workshop. If your item arrives damaged during transit, contains a manufacturing defect, or you receive an incorrect item, please contact us within 7 days of receiving your order at embrace@emmausexperience.co.

To assist us in resolving your request promptly, please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photographs of the item, its packaging, and the shipping label.

Once your claim has been reviewed, we will determine the most appropriate resolution, which may include an exchange or refund where appropriate.

The following are not regarded as defects:

  • Natural characteristics of authentic leather, including variations in grain, texture, natural markings, wrinkles, or subtle colour differences.

  • Minor differences in stitching, edge finishing, or dimensions resulting from the handcrafted process.

  • The natural ageing and development of a patina over time.

  • Scratches, scuffs, or other signs of wear that occur after the item has been used.

Order Cancellations

Orders are prepared promptly to ensure timely dispatch. Once an order has been placed, we begin preparing it for fulfilment. As a result, we may not be able to accommodate requests to cancel or amend an order after it has been submitted.

Contact Us

Should you have any questions before or after your purchase, we would be delighted to assist.

Email: embrace@emmausexperience.co