Returns & Refunds Policy

Last Updated: 26 May 2026

1. Overview

At The Moth Forge, we take great pride in creating high-quality handmade leather goods. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains your rights and the process for returning items.

This policy is in addition to your statutory rights under applicable consumer protection laws.

2. Your Right to Cancel

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.

To exercise your right to cancel, please notify us by email at:

mothforge@gmail.com

You must inform us of your decision within 14 days of receiving your order.

Once you have notified us, you must return the item within 14 days.

3. Conditions for Returns

Returned items must be:

  • Unused and in resalable condition

  • Returned with all original packaging where reasonably possible

  • Free from damage caused after delivery

  • Returned within the applicable return period

We reserve the right to make deductions from refunds where goods show signs of use beyond what is necessary to inspect them as you would in a shop.

4. Handmade and Natural Materials

Our products are handcrafted using genuine leather, a natural material with unique characteristics.

The following are not considered faults or defects:

  • Natural grain variations

  • Scars, marks, or wrinkles inherent in the leather

  • Slight colour differences between batches

  • Variations resulting from the handmade production process

  • Natural ageing and patina development

These features are part of the character and authenticity of handmade leather goods.

5. Personalised and Custom Orders

Due to the bespoke nature of personalised and custom-made products, they cannot normally be returned or refunded unless:

  • The item is faulty

  • The item has been damaged during transit

  • We have made an error in the personalisation or specification

Please carefully review all customisation details before placing your order.

6. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 14 days of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs showing the problem

Depending on the circumstances, we may offer:

  • A repair

  • A replacement

  • A full refund

  • A partial refund

We may request the item be returned for inspection before processing a claim.

7. Return Shipping Costs

Change of Mind Returns

If you are returning an item because you have changed your mind, you are responsible for return postage costs.

We recommend using a tracked and insured postal service, as we cannot be responsible for items lost in transit during return shipping.

Faulty or Incorrect Items

Where an item is confirmed to be faulty, damaged, or supplied incorrectly, we will reimburse reasonable return postage costs or provide a prepaid return label where appropriate.

8. Refund Processing

Once returned goods have been received and inspected, any refund due will be processed using the original payment method.

Refunds are usually issued within 14 days of:

  • Receiving the returned goods; or

  • Receiving evidence that the goods have been returned.

Processing times may vary depending on your payment provider.

9. Non-Returnable Items

The following items cannot normally be returned unless faulty:

  • Personalised products

  • Custom-made or bespoke items

  • Gift cards

  • Products damaged through misuse, neglect, or improper care

10. Exchanges

If you wish to exchange an item, please contact us before returning your order.

Exchanges are subject to stock availability and may require payment of any price difference and additional shipping costs.

11. Lifetime Guarantee Claims

Where a product is covered by our advertised Lifetime Guarantee, claims should be submitted by email with:

  • Proof of purchase

  • Photographs of the issue

  • A description of the problem

Each claim will be assessed individually.

The Lifetime Guarantee covers defects in workmanship under normal use and does not cover:

  • Accidental damage

  • Misuse

  • Improper storage

  • Normal wear and tear

  • Cosmetic ageing or patina development

  • Unauthorised alterations or repairs

Nothing in this guarantee affects your statutory rights.

12. How to Start a Return

To request a return, refund, exchange, or warranty assessment, please contact:

The Moth Forge
Email: mothforge@gmail.com
Website: www.themothforge.com

Please include your order number and details of your request to help us assist you as quickly as possible.

13. Consumer Rights

Nothing in this Returns & Refunds Policy affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable consumer protection legislation.

We are committed to resolving issues fairly and promptly and ensuring our customers receive products that meet the standards expected of handmade craftsmanship.