RETURNS, CANCELLATIONS & EXCHANGES

About this Policy

This policy applies to purchases made from FELACI LIMITED, trading as FELAÇI, through www.felaci.com, a private payment link or FELAÇI Client Services.

Commissioned Pieces

Each FELAÇI piece is commissioned individually following confirmation by FELAÇI Client Services.

FELAÇI does not hold finished commissioned bags for ordinary online sale. Following confirmation and payment, production capacity and materials are allocated specifically to the client’s commission.

Clients are asked to review the piece, colour, specifications, price, estimated production period and delivery details carefully before completing payment.

Amendments and Cancellations

Requests to amend or cancel a commission must be submitted to FELAÇI Client Services as soon as possible and, in any event, within 24 hours of purchase.

FELAÇI can accommodate a request only where production has not commenced.

Once production has begun, the making of the piece cannot be stopped or amended. Where the commission has already entered production, preparation or dispatch, the client may be required to receive the piece before requesting a return under this policy.

Nothing in this section limits any statutory right that cannot lawfully be excluded.

Returns

FELAÇI accepts eligible returns subject to the conditions below.

A return request must be submitted to FELAÇI Client Services as soon as possible and no later than 14 calendar days after delivery.

The piece must also be dispatched back to FELAÇI no later than 14 calendar days after delivery. Requesting a return within this period without dispatching the piece within the same period will not satisfy FELAÇI’s voluntary returns policy.

Where mandatory consumer law gives the client a longer period in which to dispatch a return after notifying FELAÇI, the applicable statutory period will prevail.

Returns dispatched after the applicable return period will not be accepted unless required by law or expressly authorised in writing by FELAÇI Client Services.

Return Authorisation

All returns must be authorised by FELAÇI Client Services before being sent.

Once a return has been approved, Client Services will provide:

• the appropriate return address;
• packaging instructions;
• any required customs documentation; and
• the client’s return reference.

Pieces must not be returned to FELAÇI’s registered office unless Client Services has expressly instructed the client to use that address.

Sending a piece without prior authorisation does not guarantee that the return will be accepted.

Return Condition

The piece must be returned:

• unused and unworn;
• free from marks, scratches, damage, fragrance, alteration or signs of use;
• with its unique Archive documentation;
• with all protective materials, cards, dust bags and accompanying items;
• inside its complete original packaging; and
• securely packaged to prevent damage during transit.

The client may inspect the piece only to the extent reasonably necessary to confirm its nature, characteristics and condition.

FELAÇI reserves the right to refuse a voluntary return that does not meet these conditions. Where applicable law permits, FELAÇI may instead deduct an amount reflecting any reduction in the value of the piece caused by excessive handling, damage or missing materials.

Return Shipping

The client is responsible for the direct cost and risk of returning a change-of-mind purchase.

All returns must be sent using an appropriately insured, tracked and signed-for service covering the full value of the piece.

FELAÇI is not responsible for a return that is lost, damaged, delayed or misdirected before it has been received by FELAÇI.

Where a piece is faulty, damaged in transit, incorrectly supplied or not as described, FELAÇI will arrange or reimburse reasonable return costs where required by applicable law.

Exchanges

FELAÇI does not offer exchanges for commissioned pieces.

A client wishing to obtain another piece must return the eligible original commission in accordance with this policy and place a separate commission through Client Services.

Bespoke and Personalised Commissions

Pieces created to a client’s individual specifications or clearly personalised cannot be cancelled, returned or exchanged once production has commenced, except where faulty, damaged, not as described or otherwise required by applicable law.

This may include pieces incorporating:

• client-specific engraving;
• individually altered dimensions;
• specially commissioned colours;
• bespoke hardware or finishes;
• personalised markings; or
• another specification created specifically for the client.

Where this section applies, the relevant specifications and final-sale status will be confirmed with the client before payment.

Inspection of Returns

All returned pieces are inspected by FELAÇI before a return is accepted.

Receiving a returned parcel does not by itself confirm that the return has been approved.

Client Services will contact the client after inspection to confirm whether the return meets the applicable conditions.

Refunds

Where a return is accepted, the refund will be issued to the original method of payment.

Refunds will be processed in accordance with applicable law after FELAÇI has received and inspected the returned piece.

Payment-provider and banking processing times may affect when the refunded amount appears in the client’s account.

Where legally required, FELAÇI will refund the cost of the least expensive standard delivery method offered for the original purchase. Additional amounts paid for premium, express or specially arranged delivery will not be refunded beyond any amount required by law.

Import duties, taxes, customs fees and third-party handling charges paid directly by the client are not controlled by FELAÇI and may need to be reclaimed from the relevant authority or provider.

Faulty, Damaged or Incorrect Pieces

Nothing in this policy affects the client’s statutory rights where a piece is:

• faulty;
• damaged in transit;
• not of satisfactory quality;
• incorrectly supplied; or
• not as described.

The client should contact FELAÇI Client Services promptly and provide:

• the order number;
• a description of the concern;
• clear photographs of the piece;
• photographs of the packaging where relevant; and
• any other information reasonably required to assess the matter.

FELAÇI will provide an appropriate repair, replacement, price reduction or refund in accordance with applicable law.

Lifetime Care

Each eligible commissioned piece is assigned a unique Archive Code and enrolled in the FELAÇI Lifetime Care Programme.

Lifetime Care provides access to authentication, assessment and aftercare through FELAÇI Client Services.

A piece may need to be inspected before the available aftercare service can be confirmed. Where a repair or service charge applies, Client Services will confirm it before work begins.

Lifetime Care is provided in addition to, and does not replace or restrict, the client’s statutory rights.

Contact

FELAÇI Client Services
info@felaci.com
www.felaci.com

FELACI LIMITED
Company number 16649113