Refund policy

Returns & Refunds Policy

At Chassis & Hide, every product is custom-made and crafted to your exact specifications. Because each folder is bespoke and uniquely personalized, our returns policy differs from standard off-the-shelf items.

1. Personalised & Bespoke Goods Exemption

Under the Consumer Contracts Regulations 2013 (Regulation 28), custom-made, bespoke, or personalised goods are legally exempt from the standard 14-day "cooling-off" period and change-of-mind return rights.

  • No Returns for Change of Mind: Once an order for a personalised folder has been placed and production has commenced, we cannot accept cancellations, returns, or exchanges if you change your mind, no longer require the item, or submitted incorrect details during ordering.

  • Accuracy of Personalisation Details: Please double-check all personalisation requests, spellings, initials, and bespoke configuration choices before completing your order. Chassis & Hide cannot be held responsible for errors resulting from incorrect information provided at the time of purchase.

2. Defective, Faulty, or Damaged Goods

Your satisfaction and confidence in our craftsmanship are paramount. In line with the Consumer Rights Act 2015, we will gladly address any issues where an item arrives defective, damaged, or not as ordered.

If your bespoke folder arrives with a manufacturing defect, material flaw, or structural damage, you are entitled to a resolution:

  • Notification Period: Please inspect your order upon delivery and report any defects within 14 days of receipt.

  • Resolution Options: Upon inspection and confirmation of a genuine product fault, we will, at our discretion and in agreement with you:

    • Remake and replace the defective item at no additional cost; or

    • Perform a repair; or

    • Provide a full or partial refund depending on the nature of the issue.

Please note: Normal wear and tear, minor natural variations in leather/materials, or damage caused by misuse or improper care do not constitute product defects.

3. How to Request a Return or Report a Defect

To report a defective product or submit any questions regarding returns, please follow these steps:

  1. Email our team at concierge@chassisandhide.com.

  2. Include your Order Number, a brief description of the fault or defect, and clear photographs illustrating the issue.

  3. Our concierge team will review your email within 1–2 business days and provide instructions on how to return the item for physical inspection if required.

4. Return Shipping Costs

  • Defective Items: If an item is verified as defective, Chassis & Hide will reimburse standard tracked return postage costs or arrange collection.

  • Do not post returns back to us without first contacting our concierge team, as unapproved returns cannot be processed.

Contact Us

For any further queries regarding your order, customization, or returns, please reach out to concierge@chassisandhide.com