Refund policy

Last updated: 3 October 2026

At Squarefoot Leather, every leather good is cut, bevelled, stitched, and finished by hand right here in Singapore. We believe in circular craft, honest materials, and designs built to last. We want you to feel completely confident with every piece you purchase and every workshop session you join.

This policy outlines how exchanges, cancellations, and refunds work for products and workshop experiences booked directly with Squarefoot Leather Pte. Ltd. (UEN: 202644123C), located at 39 Jalan Pemimpin, #04-03(A) Tailee Industrial Building, Singapore 577182.

Have questions or need help with an order? Email our artisan team directly at support@squarefootleather.com. We will reply to your enquiry within 5 working days.

Quick Summary

• Ready-made items: Eligible for exchange within 7 calendar days of delivery if unused, unaltered, and in original condition.
• Personalised and bespoke commissions: Handcrafted specifically to your approved specifications. Once production or dedicated material preparation has commenced, these pieces cannot be returned, exchanged, or cancelled.
• Damaged or incorrect goods: Reach out to us within 7 calendar days of delivery with photos so we can inspect and make things right.
• Workshop bookings: Reschedule once for free with at least 3 days' (72 hours') advance notice. Cancellations made more than 3 days (72 hours) before the session receive a 100% refund; cancellations made between 72 and 24 hours before receive a 50% refund. Cancellations made less than 24 hours before the session, and no-shows, are non-refundable.
• Approved refunds: We offer and process approved refunds within 5 working days to your original payment method.

1. Consumer Rights & Statutory Protections

This policy sits alongside your statutory rights under Singapore law, including the Consumer Protection (Fair Trading) Act 2003 (CPFTA) and the Lemon Law provisions. Nothing in this policy is intended to exclude, restrict, or modify any statutory consumer protections that cannot lawfully be disclaimed.

2. Ready-Made Products: Exchanges

We do not provide cash refunds for change-of-mind purchases on ready-made goods. However, if an item is not quite what you envisioned, we are happy to facilitate a one-time product exchange under the following conditions:

• You contact us at support@squarefootleather.com within 7 calendar days of receiving your parcel.
• The item is completely unused, unaltered, unscratched, and in pristine resaleable condition, free from perfume, body oils, or conditioning creams.
• The item is returned in its original product packaging with all accompanying tags, dust bags, and inserts intact.
• The item was not purchased as a clearance, sample sale, or promotional archive piece.
• The requested replacement item is in stock.

If the replacement item has a higher retail value, you simply pay the difference. If it has a lower retail value, the remaining balance is non-refundable. The customer is responsible for the actual courier fees to return the item to our studio and to dispatch the replacement item.

To initiate an exchange

Email support@squarefootleather.com with your order number, reason for exchange, and clear photographs of the piece. Please wait for our team's confirmation and return instructions before dispatching any parcel. We will reply within 5 working days. Unannounced packages sent to our studio may not be tracked and cannot be accepted.

If you selected studio pickup at our studio (39 Jalan Pemimpin, #04-03(A) Tailee Industrial Building, Singapore 577182), you may arrange an exchange drop-off by appointment once approved.

3. Personalised, Custom & Bespoke Commissions

Every personalised piece—such as hot-stamped initials, laser engravings, custom dimensions, or tailored leather and thread colour combinations—is made exclusively for you from raw hides. Because these pieces are uniquely crafted to your personal brief, they cannot be resold.

• Final sale: All personalised, custom, and bespoke orders are strictly final, non-returnable, non-exchangeable, and non-refundable once production has begun.
• Verification before craft: Please carefully verify all spelling, monogram letters, leather tones, and measurements before completing checkout or approving bespoke sketches. For simple name debossing, the text entered at checkout serves as your final approval. For bespoke commissions, we will provide a written proof or digital mock-up before starting work. If we craft an item that materially deviates from your approved proof, we will remake or repair it at no cost to you.
• Early cancellation window: If you notify us at support@squarefootleather.com before we have cut leather, ordered specialised materials, or initiated workshop production, we will gladly cancel your order and offer a full refund within 5 working days. If crafting or material allocation has already started, cancellation is no longer possible.
• Design fees: Dedicated consultation or bespoke design drafting fees that have already been fulfilled are non-refundable.

4. Damaged, Faulty, or Incorrect Goods

We take immense pride in our craft, but if an item arrives damaged in transit, possesses a genuine structural defect, or is not the model you ordered, we want to resolve it swiftly.

Please email support@squarefootleather.com within 7 calendar days of delivery with:

1. Your order number.

2. A clear description of the defect, transit damage, or error.

3. High-resolution photographs showing the overall piece, the specific issue, and the external packaging.

Keep the item and packaging in safe storage until our team reviews your message. We will reply within 5 working days to provide guidance. Where an item is confirmed defective or incorrect due to our error, we will repair the item, provide a replacement, or offer a refund within 5 working days, and we will cover reasonable courier return expenses.

What natural leather entails (not considered a defect)

• Organic grain variations: We craft with genuine, full-grain vegetable-tanned leathers. Natural hide markings, growth folds, subtle range marks, fat wrinkles, and distinct grain textures are hallmarks of authentic leather, not manufacturing flaws.
• Colour nuance and patina: Vegetable-tanned leather absorbs sunlight, organic oils, and ambient humidity, maturing and darkening into a distinctive patina over time. Minor tonal variations between hides or slight screen-calibration colour differences are expected.
• Normal wear & tear: Natural wear through regular everyday use, exposure to harsh chemicals, perfumes, liquid spills, extreme heat, or modifications attempted by third parties do not qualify as defects.

5. 10-Year Stitching Warranty (Bespoke Commissions)

Our bespoke leather commissions are built for multi-generational longevity. We back the structural integrity of our hand-stitching with a 10-year stitching warranty from the date of delivery.

• Scope: If the stitching on an eligible bespoke commission unravels or breaks under ordinary, intended use within 10 years, our artisans will restitch and restore the seam free of charge.
• Exclusions: This warranty covers structural hand-stitching only. It does not cover natural surface scuffs, scratches, leather aging, hardware finish wear, liquid staining, accidental tearing, pet bites, or pieces altered or repaired by external parties.
• Logistics: The customer covers the shipping or transport of the item to our Singapore studio; Squarefoot Leather will cover the return delivery back to you upon completed restoration. Please retain your original order receipt or bespoke invoice as proof of purchase.

6. Studio Workshops & Masterclasses

When you book a seat at our studio workshops (hosted at our workshop venue at Avant-Garde Art Space, 39 Jalan Pemimpin, #04-03(A) Tailee Industrial Building), we reserve tools, dedicated workbench space, and raw materials specifically for your slot.

All pets and children are welcome in our workshops! Because we keep session sizes intimate and prepare all workshop kits in advance, the following booking conditions apply. All notice periods are calculated in Singapore time from the timestamp your email reaches support@squarefootleather.com:

Rescheduling

• You may reschedule your booking once at no extra charge, provided you email us at least 3 days (72 hours) prior to your scheduled session start time.
• Your replacement session must be scheduled within 90 calendar days of your original date, subject to slot availability.

Cancellations & Fee Retention

• More than 3 calendar days (more than 72 hours) before session start: We will offer a 100% refund of the total workshop booking fee, processed within 5 working days. (Alternatively, you may reschedule once for free as outlined above.)
• 3 calendar days to 24 hours (72 hours or fewer) before session start: Due to committed artisan time and pre-cut materials, only a 50% refund will be offered.
• Less than 24 hours before session start, or no-shows: If you have not rescheduled the session by this time, the entire booking fee is forfeited and cannot be rescheduled or credited.

Participant Substitutions

• If you are unable to attend, you are always welcome to pass your seat to a friend, family member, or colleague at zero additional fee. Simply send their full name and contact email to support@squarefootleather.com before the session commences.

Late Arrivals

• Please inform us if you are delayed on the day. Our team will do our best to guide you through catching up on the leathercraft steps. However, sessions cannot run past their scheduled conclusion time, and no partial refunds or credits will be issued for missed studio time.

Cancellations by Squarefoot Leather

• On rare occasions where unforeseen studio circumstances, instructor illness, or emergency venue maintenance require us to reschedule or cancel a session, we will notify you immediately. You will have the direct choice of rescheduling to any available future date or receiving a 100% full refund of your workshop fee within 5 working days.

7. Corporate Gifts, Bulk Orders & Private Sessions

For corporate commissions, branded gift sets, and private studio group events, the terms, delivery milestones, sample sign-offs, and payment schedules specified in your formal written quotation take precedence.

Unless your written agreement explicitly states otherwise

• A non-refundable 50% commitment deposit is required upon formal Order Acceptance to lock dates, source hides, and commence production.
• The remaining 50% balance is payable prior to final dispatch or prior to the private workshop date.
• Cancellations requested after raw materials have been cut, dies fabricated, or custom stamps engraved will result in retention of the 50% deposit to cover irreversible supplier commitments and committed artisan hours.

8. Refund Method & Processing Timeline

• Processing time: Once an exchange adjustment, order cancellation, or defect refund is formally approved by our team, we will offer and initiate your refund within 5 working days.
• Payment route: Refunds are issued to the original payment method used during checkout (such as your original debit/credit card or the initiating PayNow/bank account).
• Bank posting: Please allow an additional 2 to 7 business days for your issuing card provider or financial institution to reflect the credited funds on your statement.
• Delivery charges: Delivery charges are non-refundable unless the refund is occasioned by an order we were unable to fulfil or a structural fault resulting from our error.

9. Assistance & Artisan Support

If you have any questions, feedback, or concerns regarding your order, pieces, or workshop reservation, please reach out to us:

Squarefoot Leather Pte. Ltd.

Postal Address: 39 Jalan Pemimpin, #04-03(A) Tailee Industrial Building, Singapore 577182

Email: support@squarefootleather.com

Please include your order confirmation number, booking reference, and full name. We review all communications attentively and will reply within 5 working days.