Refund Policy

1. Custom-Made and Personalised Keepsakes (Cancellations)

Due to the bespoke and highly personalised nature of all our items (memory bears, pillows, blankets, and custom sweatshirts), the general right to cancel an order (the 14-day cooling-off period) does not apply under EU Consumer Rights Law.

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Before Work Commences: If you request a cancellation before we have started work on your order, we will process a full refund. We will then arrange for the return of your submitted clothing to you, and you will be responsible for the return postage fee.

After Work Commences: Once we have started the work (e.g., cutting or preparing your submitted clothing), we are unable to cancel the order or issue a refund. Furthermore, we cannot guarantee the return of the clothing in its original, whole condition.

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2. Faulty or Misdescribed Items (Statutory Rights)

Your satisfaction and statutory consumer rights are paramount. If there is a fault with your completed item or if it is not as described on our website, please contact us immediately at info@leoandrafaelo.com.

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Statutory Guarantee: This policy does not affect your statutory rights under Irish law regarding faulty or misdescribed goods.

 

If an item is faulty: You have the right to a repair or replacement as the primary remedy.  If a repair or replacement is not possible or satisfactory, you are entitled to a full or partial refund.

Reporting a Fault: We ask that you report any fault as soon as possible after delivery so we can arrange the necessary steps to fix, replace, or refund the item for you.

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