At RAF NOT SIMMONS, each product is handcrafted with precision and care, often as a “One of One” piece. Due to the unique nature of our work, we have a strict returns and refunds policy to protect the integrity of our creations and the time, skill, and resources that go into making them.
1. No Returns or Refunds on Personalised or Custom Orders
All personalised, custom-made, and “One of One” products are final sale.This includes items with custom dimensions, unique materials, custom hardware, or any other alteration made specifically for the customer. These items cannot be returned, exchanged, or refunded under any circumstances, except in the rare case of a confirmed manufacturing defect (see Section 5).
2. General Returns Eligibility
We do not accept returns or exchanges unless the product received:
Is significantly different from the item ordered. Has a verifiable manufacturing defect (not related to natural variations in handmade products).
To be eligible:
The customer must notify us in writing within 48 hours of delivery, providing detailed photographs. The product must be unused, in original condition, and with all original packaging. We reserve the right to refuse any return that does not meet these criteria.
3. Gift Purchases
Items purchased as gifts are non-refundable and cannot be returned for cash or original payment refunds. If a return is approved for a gifted item (and meets eligibility requirements), store credit will be issued to the recipient or original purchaser — no exceptions.
Gift cards are final sale and cannot be returned, exchanged, or refunded for cash or credit under any circumstances.
4. Handmade & Natural Variations Disclaimer
Our products are made from natural leather and other organic materials, which may feature unique markings, colour variations, and texture differences. These are not defects but are inherent to the materials and handcrafting process. By purchasing, you acknowledge and accept these natural variations as part of the product’s character.
5. Manufacturing Defects
A manufacturing defect is defined as a structural or functional issue that prevents the product from being used for its intended purpose. Minor imperfections, variations in stitching, or slight asymmetry are considered characteristics of handmade goods, not defects. If a genuine manufacturing defect is confirmed, we will offer repair, replacement, or store credit at our sole discretion.
6. Shipping & Delivery Liability
Once an order has been shipped, ownership and responsibility pass to the customer. We are not liable for any damage, loss, or delays caused by shipping carriers, customs, or third-party handling. All shipping risks, including weather, mishandling, and delivery errors, are beyond our control.
However: We will assist in filing a claim with the shipping provider and will seek a fair resolution where possible.
7. Order Modifications & Cancellations
Orders for personalised, custom-made, or “One of One” items cannot be modified or cancelled once production has begun. Standard, ready-made items may be cancelled within 24 hours of purchase, provided the order has not yet shipped. Any approved cancellations will be refunded in the original payment method, minus any processing fees incurred.
8. Returns Procedure
If your return request is approved: You will receive instructions on where and how to send the item. The customer is responsible for all return shipping costs, including customs duties, unless otherwise agreed in writing. Items returned without prior approval will be refused and returned to sender.
9. Final Authority
We reserve the right to: Refuse any return, exchange, or refund request that does not meet our stated policy. Make the final decision in all returns and refund matters. Modify this policy at any time without prior notice, with changes taking immediate effect.
10. Contact Information
If you have any questions about our return and exchange policy, please feel free to contact us at info@rafnotsimmons.com. We are here to assist you.
