Returns & Cancellation Policy

Last updated: August 29, 2026

Overview

At Cielo Leather, customer satisfaction is important to us. This Returns & Cancellation Policy explains the conditions that apply when requesting a return, exchange, refund, alteration, or order cancellation for purchases made through www.cieloleather.com.

Please review this policy before placing your order, particularly when purchasing a custom or made-to-measure product.

Section 1 — 30-Day Return Window

Eligible standard-size products may be returned or exchanged within 30 days from the date of delivery.

To qualify, you must initiate your return request within the applicable 30-day return period.

Return requests submitted after the applicable return period may not be accepted unless required by applicable law.

Section 2 — Standard-Size Products

Eligible standard-size products may qualify for:

• A refund
• A size exchange
• An exchange for another eligible product

If you receive an eligible standard-size item and decide that it is not suitable or the size does not fit as expected, you may request a return within 30 days of delivery, provided that the product meets the return-condition requirements below.

Section 3 — Return Condition Requirements

Returned products must generally be:

• Unused
• Unworn other than reasonable fitting or trying on
• Unwashed
• Unaltered
• Undamaged
• Free from stains
• Free from strong odors, perfume, smoke, or other contaminants
• In resellable condition
• Returned with original tags where applicable
• Returned with original packaging where reasonably possible

Products showing signs of substantial wear, misuse, damage, alteration, improper care, or other conditions that prevent resale may not qualify for a refund or exchange.

Cielo Leather reserves the right to inspect returned items before approving a refund or exchange.

Section 4 — Made-to-Measure & Custom Products

Made-to-measure, bespoke, personalized, or otherwise customized products are created specifically according to the customer's measurements, preferences, and requested specifications.

Because these products are individually produced and may not be suitable for resale, custom and made-to-measure products are not eligible for standard returns, refunds, or exchanges due to a change of mind or customer-provided sizing issue.

Made-to-measure and customized products may instead be eligible for alteration, subject to review by Cielo Leather.

Section 5 — Custom Order Alterations

Our goal is to create your custom product according to the measurements and specifications provided.

If you experience a fitting concern with a made-to-measure or custom product, please submit a return request and provide:

• Your order number
• A description of the fitting issue
• Relevant photographs where helpful
• Updated or confirmed measurements if requested

Our team will review the information and advise you regarding available alteration options.

If a fitting issue results from inaccurate measurements or specifications provided by the customer, additional alteration or shipping costs may apply.

If Cielo Leather produced the item incorrectly compared with the confirmed measurements or specifications, we will review the issue and provide an appropriate solution.

Section 6 — Customer-Provided Measurements

Customers ordering made-to-measure products are responsible for providing complete and accurate measurements.

Please carefully follow any measurement instructions provided by Cielo Leather.

If we contact you to verify measurements or recommend changes, we recommend reviewing those details carefully before production begins.

Cielo Leather cannot guarantee the intended fit where measurements supplied by the customer are inaccurate, incomplete, or incorrectly taken.

Section 7 — Wrong, Defective or Damaged Products

Please contact us as soon as reasonably possible if you receive:

• The wrong product
• The wrong size compared with your confirmed order
• A product with a manufacturing defect
• A product damaged before or during delivery

Please provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant
• Photographs of the shipping label where relevant

Please do not dispose of the packaging or damaged product until the issue has been reviewed.

Depending on the circumstances, an appropriate solution may include a repair, alteration, replacement, exchange, or refund.

Section 8 — Natural Leather Characteristics

Genuine leather is a natural material and may naturally vary in:

• Grain
• Texture
• Color tone
• Surface markings
• Creasing
• Other natural characteristics

These differences can vary from one hide to another and are generally part of the natural character of genuine leather.

Natural leather variations are not automatically considered manufacturing defects.

If you believe your product has an actual manufacturing defect, please submit a return request so our team can review the issue.

Section 9 — How to Request a Return or Exchange

To request a return, refund, exchange, or alteration, please complete our File a Return form.

Please be prepared to provide:

• Your full name
• Email address
• Order number
• Product you wish to return
• Reason for the return
• Whether you are requesting a refund, exchange, or alteration
• Photographs where the item is damaged, defective, or incorrect

Cielo Leather does not operate a customer-facing return counter, retail store, showroom, or pickup location.

The appropriate return instructions will be provided after your return request has been reviewed.

Section 10 — Return Shipping

Return-shipping arrangements depend on the reason for the return.

For returns resulting from a customer's change of mind, incorrect size selection, or another reason not caused by an error from Cielo Leather, applicable return-shipping costs may be the customer's responsibility.

For verified cases involving an incorrect, defective, or damaged product attributable to Cielo Leather or the delivery process, we will review the appropriate return-shipping arrangement as part of resolving the case.

Applicable return instructions will be communicated before the item is sent back.

Section 11 — Return Inspection

Once a returned item is received, it will be inspected to confirm that it meets the applicable return requirements.

We may review:

• Product condition
• Signs of wear
• Damage
• Alterations
• Original tags
• Packaging where applicable
• The stated reason for return

We will notify you after the return has been reviewed.

Approval of a return request before the product is sent back does not automatically guarantee a refund if the returned product does not meet the requirements of this policy.

Section 12 — Refunds

If an eligible return is approved after inspection, the applicable refund will generally be issued to the original payment method used for the purchase.

We will notify you when the refund has been processed.

After Cielo Leather processes a refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

Processing times controlled by banks or payment providers are outside Cielo Leather's direct control.

Section 13 — Exchanges

Eligible standard-size products may be exchanged within the applicable 30-day return period.

Exchange requests are subject to:

• Return eligibility
• Product condition
• Size availability
• Product availability

If your preferred replacement size or product is unavailable, our team may discuss other available options with you.

Replacement products will normally be processed after the returned item has been received and approved, unless otherwise agreed.

Section 14 — Non-Returnable Products

Products may not qualify for standard returns or refunds where they are:

• Made-to-measure
• Bespoke
• Personalized
• Customized according to individual customer specifications
• Used or substantially worn
• Washed
• Damaged after delivery through misuse or improper care
• Altered by the customer or another third party
• Returned outside the applicable return period
• Not in resellable condition

This does not affect rights relating to products that are genuinely faulty, incorrectly supplied, or subject to statutory rights that cannot legally be excluded.

Section 15 — Sale & Promotional Items

Unless a particular promotion clearly states otherwise, eligible standard-size sale products will be handled according to the return conditions displayed at the time of purchase.

Certain clearance events, special promotions, or final-sale products may be subject to different return or exchange conditions.

Where different conditions apply, they will be communicated on the applicable product page, promotional information, or during checkout.

Section 16 — Order Cancellations

If you wish to cancel an order, please contact Cielo Leather as soon as possible.

Cancellation requests are not guaranteed and depend on the current stage of processing, production, or shipping.

Standard Orders

We will make reasonable efforts to accommodate a cancellation request if processing or dispatch has not progressed too far.

Made-to-Measure & Custom Orders

Custom and made-to-measure products may enter production after the necessary measurements and specifications have been confirmed.

Once production has started, cancellation or significant changes may no longer be possible.

Orders that have already been dispatched cannot normally be cancelled as an unshipped order. Where eligible, the customer may instead need to follow the applicable return procedure after delivery.

Section 17 — Changes to Custom Orders

If you need to change any custom-order information, including:

• Measurements
• Size
• Color
• Leather
• Hardware
• Zippers
• Pockets
• Lining
• Design specifications

Please contact us as soon as possible.

We will make reasonable efforts to accommodate requested changes before production reaches the relevant stage.

Changes may no longer be possible once production has started or progressed significantly.

Section 18 — Refunds to the Original Payment Method

Approved refunds will generally be issued to the same payment method used when the order was placed.

We may not be able to redirect a refund to another card, bank account, or payment method.

If your original payment method is no longer available, please contact your payment provider and our support team for assistance.

Section 19 — Return Abuse & Fraud

Cielo Leather reserves the right to investigate or refuse a return where there is reasonable evidence of:

• Fraud
• Repeated misuse of our return policy
• Deliberate product damage
• False claims
• Substantial use of a product before return
• Manipulated or inaccurate information

Any action taken under this section will remain subject to applicable law.

Section 20 — Consumer Rights

Nothing in this policy is intended to exclude, limit, or remove any consumer right or legal remedy that cannot lawfully be excluded.

Where applicable consumer-protection laws provide rights beyond those described in this policy, those statutory rights will continue to apply.

Section 21 — Shipping & Delivery

Processing times, production times, shipping, tracking, delivery estimates, delayed shipments, lost shipments, and related matters are covered by our Shipping & Delivery Policy.

Section 22 — Changes to This Policy

Cielo Leather may update this Returns & Cancellation Policy from time to time to reflect changes to:

• Our products
• Return procedures
• Custom-order processes
• Business practices
• Shipping arrangements
• Applicable requirements

The latest version will be published on this page together with the updated date.

Section 23 — Contact Us

If you have questions regarding a return, refund, exchange, cancellation, damaged product, or custom-order alteration, please contact us:

Email: info@cieloleather.com

Website: www.cieloleather.com

When contacting us regarding an existing order, please include your order number so we can assist you more efficiently.