Returns & Refunds policy
Returns & Refunds Policy
Last updated: 4 September 2026
At Rolands Leather Works, every product is individually handcrafted and carefully inspected before it is packed and dispatched.
This Returns & Refunds Policy applies to purchases made through RLWorks.art.
Nothing in this policy limits any mandatory consumer rights provided by applicable Latvian or European Union law.
1. Before Returning Any Product
Please contact us before sending any product back.
Before returning a product, notify Rolands Leather Works at:
We will provide the appropriate return address and any necessary return instructions.
For a standard 14-day withdrawal, you do not need to provide a reason or photographs.
If you are reporting:
a manufacturing defect;
an incorrect product;
damage during shipping;
another problem with the product,
please provide a clear description of the issue and, where reasonably possible, photographs showing the product, packaging and visible damage.
These photographs help us assess the issue and, where relevant, make a claim with the shipping provider.
Requesting photographs does not limit your statutory consumer rights.
2. 14-Day Right of Withdrawal
Consumers generally have the right to withdraw from an online purchase within 14 days after receiving the product, without giving a reason, unless a statutory exception applies.
To exercise this right, you must notify us within the 14-day period at:
After notifying us, the product must be sent back without undue delay and no later than 14 days after informing us of your decision to withdraw.
3. Return Shipping Costs
For a standard change-of-mind return:
The customer is responsible for the direct cost of returning the product.
Rolands Leather Works does not provide free return shipping for ordinary withdrawal returns unless we expressly agree otherwise.
Because our products are high-value handmade goods, we strongly recommend using a tracked and appropriately insured shipping service.
4. Condition of Returned Products
You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and quality, similarly to how you could inspect a product in a physical store.
You may be responsible for any diminished value caused by handling or use beyond what is reasonably necessary for inspection.
Examples may include:
significant scratches;
stains;
excessive wear;
deformation;
damage to leather or hardware;
strong odours;
water damage occurring after delivery;
exposure to unsuitable chemicals or cleaning products;
other signs of use beyond reasonable inspection.
Where legally permitted, any proven reduction in value caused by such handling may be deducted from the refund.
Opening the package, carefully inspecting the backpack or trying it on does not by itself remove the right of withdrawal.
5. Return Packaging
Returned products must be packaged with reasonable care and protected against damage during transportation.
Where possible, we recommend using the original protective packaging.
The product should be protected against:
moisture;
crushing;
abrasion;
movement inside the parcel;
damage to buckles and other hardware;
damage to leather surfaces.
Damage caused by inadequate return packaging may affect the value of the returned product where permitted by law.
6. Handmade Leather Characteristics
Rolands Leather Works products are handmade from genuine leather.
Natural leather may contain variations in:
grain;
texture;
colour;
natural markings;
scars;
wrinkles;
surface character.
Minor variations may also occur between individually handmade products.
These natural characteristics are not considered defects where they are consistent with the product description and nature of genuine leather.
Leather will also naturally change through use and may develop:
patina;
darkening;
softening;
minor surface marks;
gradual cosmetic wear.
These normal characteristics of genuine leather are not automatically considered manufacturing defects.
7. Made-to-Order Products
Unless explicitly stated otherwise, Rolands Leather Works products are manufactured after an order has been placed.
Finished backpacks are generally not manufactured in advance and stored for extended periods. This helps preserve their intended structure, shape and condition.
Normal production time is approximately 2–6 weeks from order confirmation, depending on workload, product complexity and availability of materials.
Production time is separate from shipping time.
A standard product being made-to-order does not by itself remove the consumer's ordinary statutory right of withdrawal.
8. Personalised and Individually Customised Products
The statutory right of withdrawal may not apply to products made according to the customer's individual specifications or which are clearly personalised.
Examples may include:
personalised initials or engraving;
unique dimensions requested by the customer;
substantial changes to the standard product design;
other clearly customer-specific modifications.
Where this exception applies, the customer will be informed before purchase.
9. Refund Amount
When a valid withdrawal is exercised, we will refund the amounts required by applicable law.
This generally includes:
the purchase price of the returned product; and
the cost of the least expensive standard delivery option offered for the original order.
If you selected a more expensive delivery method, such as express shipping, the additional cost above the least expensive standard delivery method may not be refundable.
The cost of returning the product to Rolands Leather Works for an ordinary change-of-mind return remains the customer's responsibility.
10. Refund Timing
Refunds will be processed without undue delay and in accordance with applicable law.
Where permitted, we may withhold the refund until:
we receive the returned product; or
you provide evidence that the product has been sent back,
whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase unless otherwise agreed.
11. Faulty or Non-Conforming Products
A faulty or non-conforming product is handled differently from an ordinary change-of-mind return.
If you believe your product has a manufacturing defect or does not conform to what was agreed, contact:
Please include:
your order number;
a description of the issue;
clear photographs where reasonably possible.
Depending on the circumstances and applicable consumer law, available remedies may include:
repair;
replacement;
price reduction;
refund.
Where required by law, reasonable return or shipping costs associated with a genuinely defective or non-conforming product will be covered by Rolands Leather Works.
12. Products Damaged During Shipping
Every product is inspected before dispatch and packaged carefully to reduce the risk of transport damage.
If a parcel arrives:
crushed;
torn;
wet;
opened;
severely damaged;
or the product inside has been damaged during transportation,
please contact us as soon as reasonably possible at:
Where reasonably possible, provide photographs of:
the outer packaging;
the shipping label;
damaged areas of the packaging;
the product;
the specific damage.
Please retain the original packaging until the matter has been resolved.
This information helps us investigate the issue and make a claim with the shipping provider where appropriate.
The customer is not required to resolve the carrier claim with the shipping company on our behalf where Rolands Leather Works arranged the shipment.
13. Incorrect Product Received
If you receive a product different from what you ordered, contact us at:
Please include your order number and, where helpful, photographs of the received product.
Where the mistake was ours, we will arrange an appropriate solution and cover reasonable return shipping costs.
14. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible:
For standard non-personalised products, applicable statutory consumer rights remain unaffected.
For individually customised or clearly personalised products, cancellation may not be possible once production has begun where the applicable statutory exception applies.
15. Exchanges
We do not guarantee direct product exchanges.
Where appropriate, the simplest solution may be to return the original product in accordance with this policy and place a new order.
Because Rolands Leather Works products are handmade and normally produced after an order is placed, replacement production may require the normal 2–6 week production period.
16. Contact
For returns, refunds, damaged deliveries or product-related issues:
Rolands Leather Works
Rolands Stonka
Email: info@rlworks.art
Website: RLWorks.art
Please include your order number whenever possible.
Withdrawal Form
You are not required to use this exact form, but you may copy and send it to info@rlworks.art:
To: Rolands Leather Works – info@rlworks.art
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order number:
Product:
Order date:
Date received:
Customer name:
Customer address:
Date:
Rolands Leather Works
Handmade leather backpacks. Built for decades, not seasons.
Contact
info@rlworks.art
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