Return & Refund Policy

Last updated: September 9, 2026

Every item we make is handmade and carefully inspected before it leaves our shop. We stand behind the quality of our work and make sure each order meets our standards before it is packaged and shipped.

Because our products are handmade and, in many cases, made specifically for the customer, all sales are final unless there is a genuine issue with the workmanship or we made an error with your order.

Regular orders

We do not accept returns or provide refunds simply because you changed your mind, no longer want the item, or ordered the wrong size, color, or option.

Our product descriptions, measurements, photos, and available options are provided to help you make an informed decision before purchasing. If you are unsure about something, please contact us before placing your order.

Every finished product is inspected before shipping.

Custom and personalized orders

Custom orders are made specifically for you and are handled differently from regular products.

This includes custom sizes, names, logos, engravings, painted designs, special colors, custom layouts, and other personalized work.

Custom orders are confirmed through a separate purchase contract before work begins. The contract will clearly outline the agreed specifications, price, deposit, materials, and other details of the project.

Once the contract has been accepted and work has begun, the deposit is non-refundable if the customer changes their mind, cancels the project, or decides they no longer want the item, subject to any rights that cannot legally be waived.

Custom-order deposits

Custom orders generally require a deposit of 30% to 50% of the total project price before work begins.

The exact deposit depends on the project. More complex work, special or costly materials, larger quantities, or projects requiring substantial preparation may require a higher deposit.

The deposit amount and payment schedule will be clearly stated in the purchase contract before the project begins.

Custom work requires us to dedicate materials, time, and production capacity specifically to your project. For this reason, cancelling a custom order after the project has been approved and work has begun does not entitle the customer to a refund of the deposit.

Quality and workmanship

Every item is inspected and quality checked before it is packaged and shipped.

We take particular care with stitching, construction, finishing, hardware, and the overall condition of each piece.

If a genuine workmanship problem is discovered after delivery, please contact us at info@wlem.ca so we can review the issue.

Stitching failures

If stitching fails during normal use and we determine that the failure was caused by our workmanship, we will take responsibility for the problem.

This does not include damage caused by misuse, excessive force, neglect, improper maintenance, unauthorized repairs or alterations, or use of the product outside what it was reasonably designed for.

For example, if a properly cared-for item experiences a stitching failure during normal use, we will evaluate it and determine the appropriate solution.

Incorrect orders

We carefully check orders before they are shipped.

If you receive a product that is different from what you ordered or that does not match the specifications agreed upon for a custom project, contact us at info@wlem.ca.

We will work with you to correct the mistake.

Depending on the situation, this may involve remaking the item, replacing it, or another appropriate solution. An incorrect order does not automatically mean that a refund will be issued.

Damage during shipping

Once your order has been inspected, packaged, and shipped, it is in the hands of the shipping carrier.

If your package arrives damaged, contact us as soon as possible and provide clear photographs of the item and its packaging.

Please keep all original packaging until the situation has been resolved.

We will review the damage and, where appropriate, work with the shipping company to determine what happened and file a claim.

Shipping damage must be supported by reasonable evidence showing that the damage occurred while the package was being handled or transported by the shipping carrier.

Damage caused by use or improper care

Our products are made to be used and are designed with durability in mind. They are still handmade products and require reasonable care.

Damage resulting from misuse, excessive force, neglect, improper cleaning or maintenance, excessive moisture, overloading, unauthorized modifications or repairs, or other improper use is not considered a workmanship issue.

If you are unsure how to care for your item, please contact us before attempting to clean, repair, or modify it.

Change-of-mind purchases

If the product was made correctly, passed our quality inspection, matches the description and specifications provided, and arrives in the condition in which it was shipped, we do not offer refunds simply because you changed your mind or decided you no longer want it.

The same principle applies to custom orders. A custom item that was made according to the specifications agreed upon in the purchase contract cannot be returned simply because the customer changed their mind.

Refunds

Refunds are not offered as a general return option.

If we determine that a genuine workmanship issue requires a refund rather than a repair or replacement, we will discuss the appropriate resolution with you.

Any approved refund will be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.

Quebec consumer rights

Nothing in this policy is intended to remove or limit any rights that consumers have under applicable Quebec consumer-protection legislation.

The Consumer Protection Act (Quebec) and other applicable laws may provide consumers with rights and remedies that apply regardless of a store's voluntary return policy.

Contact

If you have a question or believe there is a genuine problem with your order, please contact us at:

Woody's Leather Emporium
Email: info@wlem.ca