Product Warranty & Returns

Product Warranty, Returns & Consumer Information

Your Rights Under Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL). Where the ACL applies, your statutory rights remain in addition to this policy.

Our Commitment

At Artisan & Lær, every product is handcrafted using carefully selected premium materials and traditional leather working techniques. We take great pride in our workmanship and stand behind the quality of every item we produce.

12-Month Product Warranty

Artisan & Lær provides a 12-month warranty against genuine manufacturing faults, hardware defects and workmanship defects.

This warranty applies only where, following completion of Artisan & Lær's Product Assessment Process, a genuine manufacturing fault, hardware defect or workmanship defect is identified.

This warranty does not cover:

• Normal wear and tear associated with regular use.

• Accidental, impact or environmental damage.

• Misuse, abuse or neglect.

• Improper use, incorrect fitting or use outside the product's intended purpose.

• Failure to follow recommended care or maintenance instructions.

• Damage caused by animals, environmental exposure or improper storage.

• Unauthorised alterations, modifications or repairs.

• Damage resulting from circumstances beyond Artisan & Lær's reasonable control.

• Natural characteristics of genuine leather, including variations in grain, colour, temper, density, healed scars, insect bites, growth marks or other naturally occurring markings.

• Variations inherent in handcrafted products, including minor variations in tooling, carving, stamping, dye tone, edging, burnishing and finish.

• Personal preference regarding the leather selected, its temper, firmness, thickness, colour, finish or feel, where the product has been manufactured in accordance with its design specifications.

The existence of a manufacturing fault, hardware defect or workmanship defect will be determined only after completion of Artisan & Lær's Product Assessment Process.

What Is Not Considered a Manufacturing Fault

Artisan & Lær products are individually handcrafted from genuine leather, a natural material that will vary from hide to hide. As such, the following characteristics are not considered manufacturing faults or defects:

• Natural leather characteristics including healed scars, insect bites, growth marks, wrinkles, grain variation, colour variation, density, temper and other naturally occurring markings.

• Minor variations in tooling, carving, stamping, dye tone, edging, burnishing, stitching and finish that are inherent in individually handcrafted products.

• Leather selected specifically for the intended function of a product. Different products are intentionally constructed using different leather types, tannages, thicknesses, densities and tempers depending on their intended purpose. A firmer leather should not be assumed to indicate higher quality, nor should a softer leather be assumed to indicate inferior quality.

• Natural moulding, shaping and forming of leather through normal use where this is consistent with the product's intended design and purpose.

• The development of a natural patina or changes in colour, texture or finish that occur through normal use and ageing.

• Personal preference regarding the leather selected, its temper, firmness, thickness, colour, finish, feel, appearance or style where the product has been manufactured in accordance with its design specifications.

• Incorrect sizing and/or product selection or change of mind.

• Normal wear and tear associated with reasonable use over time.

The existence of one or more of the above characteristics does not, of itself, indicate that a manufacturing fault, workmanship defect or hardware defect exists.

Natural Leather & Handcrafted Characteristics

Artisan & Lær products are individually handcrafted using carefully selected, high-quality leathers chosen for their quality, durability and suitability for their intended application.

Unlike synthetic or leather-look materials, natural leather is derived from an animal hide and will always retain characteristics that reflect this. Every hide is unique and, as such, no two pieces of leather are ever identical.

Likewise, every Artisan & Lær product is individually handcrafted rather than mass-produced. As a result, slight variations between products are a natural part of both the leather itself and the handcrafted process.

The following are natural or handcrafted characteristics and are not considered manufacturing faults, workmanship defects or indicators of inferior quality:

Natural Leather Characteristics

• Healed scars and scratches.

• Insect bites.

• Brands.

• Growth marks and wrinkles.

• Grain variation.

• Natural variations in thickness.

• Natural colour variation.

• Variations in density and temper.

• Veining and other naturally occurring hide characteristics.

Handcrafted Characteristics

• Minor variations in tooling, carving and stamping.

• Slight variations in dye tone, antique finish and leather appearance.

• Minor variations in edge finishing and burnishing.

• Minor variations in stitching, joining and hand-finishing techniques.

• Minor variations in overall appearance that do not affect the product's intended function, structural integrity, durability or performance.

These characteristics are an inherent feature of natural leather and individually handcrafted products. They contribute to the individuality, authenticity and character of every Artisan & Lær product and should be expected when purchasing handcrafted leather goods.

The presence of natural hide characteristics or minor handcrafted variations should not be interpreted as an indication of poor-quality materials or workmanship. In many cases, they are evidence that the leather has retained its natural integrity rather than being heavily processed or artificially corrected to remove such features.

Natural leather and handcrafted characteristics do not affect the intended purpose, safety, suitability, structural integrity or performance of the product and are not considered grounds for warranty, return or replacement.

As every hide and every handcrafted product is unique, no guarantee can be made that two products, or even two components of the same product, will be identical in appearance, grain, colour, temper, thickness, texture or finish.

Product Assessment Process

Where a customer believes an Artisan & Lær product may have a manufacturing fault, workmanship defect or hardware defect, the product must first undergo Artisan & Lær's Product Assessment Process before any warranty entitlement or remedy can be considered.

To enable a thorough and accurate assessment, Artisan & Lær may require one or more of the following:

• A detailed description of the concern(s).

• Clear, colour photographs of the product, including close-up images of the area(s) of concern.

• Proof of purchase.

• Details of how the product has been used, fitted, cared for and stored.

• Any additional information reasonably required to properly assess the matter.

• Return of the product for physical inspection(at the buyer's expense. See "Return Shipping Requirements" below).

No determination regarding warranty coverage, the existence of a manufacturing fault, workmanship defect or hardware defect, or any available remedy will be made until the Product Assessment Process has been completed.

Artisan & Lær reserves the right to inspect, assess and, where necessary, test any product before determining whether a genuine manufacturing fault, workmanship defect or hardware defect exists.

Where, following assessment, a genuine manufacturing fault, workmanship defect or hardware defect is identified and the product is covered under warranty, Artisan & Lær will provide an appropriate remedy in accordance with the Australian Consumer Law and this Warranty Policy.

Where, following assessment, no genuine manufacturing fault, workmanship defect or hardware defect is identified, the buyer will be responsible for all costs associated with returning the product, including return shipping and insurance where applicable.

Return Shipping Requirements

Where a product is required to be returned to Artisan & Lær for inspection, assessment, repair or any other approved purpose, the following conditions apply:

• Return shipping costs are the responsibility of the buyer unless otherwise required under the Australian Consumer Law or agreed by Artisan & Lær in writing.

• All returned products must be sent using a tracked postal or courier service.

• All returned products must be insured for their full replacement value.

• The buyer is responsible for ensuring the product is packaged appropriately to prevent damage during return transit.

• The buyer remains responsible for the product until it has been received by Artisan & Lær.

• Artisan & Lær accepts no responsibility for products lost, stolen or damaged whilst being returned. Any claim relating to loss or damage during return transit remains the responsibility of the sender and must be pursued directly with the shipping carrier.

Change of Mind

As Artisan & Lær products are individually handcrafted, made to order or carefully selected for each customer, Artisan & Lær does not accept returns, exchanges or refunds for change of mind.

This includes, but is not limited to:

• Incorrect product selection.

• Colour preference.

• Leather preference.

• Personal preference regarding the leather selected, its temper, firmness, thickness, finish, feel or appearance.

• Style preference.

• Incorrect sizing resulting from measurements supplied by the customer, failure to take accurate measurements, or ordering an incorrect size where product dimensions and sizing information have been provided prior to purchase.

• Failure to read or consider the product description, dimensions, specifications, photographs or care information provided prior to purchase.

• Deciding after purchase that the product does not meet your personal expectations where the product has been supplied in accordance with its advertised description and specifications.

Please choose carefully before placing your order. Artisan & Lær provides detailed product descriptions, dimensions, specifications and photographs to assist customers in making an informed purchasing decision. If you are unsure whether a product is suitable for your intended purpose or application, or require clarification regarding sizing, dimensions or specifications, we encourage you to contact us prior to purchase so we can assist you in selecting the most appropriate product.

By completing your purchase, you acknowledge that you have had the opportunity to review the product description, dimensions, specifications and photographs provided and are satisfied that the product is suitable for your intended purpose prior to placing your order.

This Change of Mind Policy does not affect any rights or remedies you may have under the Australian Consumer Law.

Order Acceptance, Cancellation & Refunds

All orders and bookings are subject to review and acceptance by Artisan & Lær.

Artisan & Lær reserves the right, at its sole discretion, to refuse, cancel and/or refund any order or booking that has been submitted incorrectly, contains inaccurate, incomplete or misleading information, does not comply with our published policies, terms or mandatory requirements, or where we reasonably determine that the order, booking or proposed business relationship is not a suitable fit for our business.

Where an order or booking is cancelled, refunded or unable to proceed as a result of the customer's failure to comply with our published policies, terms, mandatory requirements or booking conditions, or due to incorrect or incomplete information supplied by the customer, Artisan & Lær reserves the right, where permitted by law, to deduct any non-refundable third-party payment processing fees and other transaction costs incurred from the refund amount.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

Shipping Damage

If you believe your parcel has been damaged during transit, you must first comply with the relevant shipping carrier's claims process, including any notification timeframes, reporting requirements and evidence requirements imposed by that carrier.

Failure to comply with the carrier's claims process or reporting requirements may affect the outcome of the carrier's assessment and any available transit cover.

To assist with a transit damage claim, you should retain all original packaging and provide clear photographs of:

• The external packaging.

• The internal packaging.

• The damaged product.

• The shipping label.

• Any other information reasonably requested by the carrier.

Once you have lodged your transit damage report in accordance with the carrier's requirements, Artisan & Lær will provide reasonable assistance with the carrier's assessment and claims process where required.

Please note: Transit damage claims are separate from Artisan & Lær's Product Warranty and Product Assessment Process. Damage alleged to have occurred during transit is assessed in accordance with the shipping carrier's claims process and requirements.

Return & Shipping Requirements

Where a product is approved for return to Artisan & Lær, the following conditions apply:

• All returned products must be securely packaged in the original packaging where possible or, alternatively, in a rigid cardboard box that provides an equivalent or greater level of protection during transit.

• Shipping satchels, padded envelopes or other soft packaging must not be used where they are unsuitable for adequately protecting the product.

• Presentation boxes must be protected with suitable outer packaging. Shipping labels, tape or other adhesive materials must not be applied directly to presentation boxes.

• All returns must be sent using a tracked postal or courier service.

• All returns must be insured for no less than the product's original purchase value.

As the sender of the return parcel, the customer is solely responsible for ensuring the product is appropriately packaged, tracked and insured during return transit. Responsibility for the product remains with the sender (the customer) until it has been physically received by Artisan & Lær.

Artisan & Lær accepts no responsibility for products that are lost, stolen or damaged whilst being returned by the customer. Any claim relating to loss of or damage during return transit remains the responsibility of the sender (the customer) and must be pursued directly with the shipping carrier.

Need Assistance?

If you have any questions regarding your order, require clarification before making a purchase, or believe your Artisan & Lær product may have a manufacturing fault, workmanship issue or other concern, we kindly ask that you contact us first.

As a small Australian business, we are committed to working directly with our customers and genuinely appreciate the opportunity to investigate, assess and, where appropriate, resolve any concerns in accordance with our Product Assessment Process, this Warranty Policy and the Australian Consumer Law.

Many concerns can be resolved quickly once we have had the opportunity to understand the circumstances and complete a thorough assessment.

📧 Email:artisanandlaer@outlook.com.au

Kind regards,

Kylie Chapman
Artisan & Lær