Refunds and Returns Policy

At Lac Crado, we are committed to delivering premium, handcrafted leather goods that reflect the highest levels of craftsmanship, heritage, and attention to detail. Each product is made with carefully sourced materials from France, Italy, and the USA, and is inspected thoroughly by our team before it leaves our workshop.

We understand that purchasing leather goods—whether a bespoke watch strap, wallet, bag, or other accessory—is both an emotional and financial investment. That is why we maintain a transparent and fair Refunds and Returns Policy. This policy sets out the terms, conditions, and procedures that apply when you wish to return, exchange, or seek a refund for a product purchased through laccrado.com or any official Lac Crado sales channel.

This policy is written in accordance with consumer protection guidelines in Singapore, international best practices, and the principles of fairness and trust that we uphold as a luxury brand. Please read carefully before making a purchase.

1. General Principles

1.1 Transparency and Fairness
We believe in treating our customers with respect and fairness. All refund and return requests will be handled individually, with a commitment to ensuring customer satisfaction while protecting the integrity of our handcrafted goods.

1.2 Condition of Returned Products
To maintain hygiene, quality control, and resale standards, all items must be returned in their original condition. This includes:

Unused, unworn, and unaltered items.
Original dust bags, authenticity cards, packaging, and protective inserts (if provided).
Proof of purchase (order confirmation email or receipt).

1.3 Timeframe for Returns

Standard items may be returned or exchanged within 30 days of receipt.
Defective, damaged, or incorrect items must be reported within 7 days of receipt.

1.4 Exclusions
Certain categories are not eligible for refunds or returns:

Custom or bespoke orders (e.g., custom watch straps, engraved wallets).
Final sale or clearance items clearly marked as “non-returnable.”
Gift cards and vouchers.

2. Eligibility for Refunds and Returns

2.1 Defective or Damaged Items
If a product arrives with a manufacturing defect or has been damaged during transit, you may request a replacement or refund. We will require:

Clear photographs of the defect/damage.
Batch/serial number (if available).
A written description of the issue.

Our team will inspect the claim. If approved, we will arrange a free return shipping label (for Singapore orders) or advise on international return procedures.

2.2 Incorrect Items Shipped
If you receive the wrong product, we will bear the full cost of return shipping and send the correct item as soon as possible.

2.3 Change of Mind
We understand that preferences may change. However, as Lac Crado products are handcrafted in limited quantities, change-of-mind returns will only be accepted if:

The item is in perfect, unused condition.
All packaging, accessories, and tags remain intact.
You notify us within 30 days of receiving the order.

Please note: Shipping fees for change-of-mind returns are borne by the customer.

2.4 Custom Orders
Custom-made, personalized, or engraved products cannot be returned or refunded unless defective. These items are crafted specifically for you, and once production begins, refunds are not possible.

3. Refund Process

3.1 Requesting a Refund
To request a refund:

Email laccrado@gmail.com with your order number, full name, and detailed reason for return.
Attach photos/videos if relevant.
Await written confirmation and return instructions from our team.

3.2 Inspection of Returned Products
Upon receipt of the returned product, we will carefully inspect the item for condition, authenticity, and compliance with our return policy.

If approved, a refund will be processed.
If rejected (e.g., used, damaged, missing accessories), we will notify you and return the item at your expense.

3.3 Refund Method and Timeline
Refunds will be issued through the same method of payment used during purchase:

Visa / Mastercard: typically 10 business days depending on bank processing.
PayNow (SGD transfers): 10 business days.

All refunds will be made in Singapore Dollars (SGD). Currency exchange fluctuations may apply if you paid in another currency.

4. Exchanges

We accept exchanges under the following conditions:

Requested within 30 days of receipt.
Item is unused, in original packaging, with tags intact.
Exchange is for an item of equal or higher value (customer pays the difference).

Shipping fees for exchanges are the responsibility of the customer unless the exchange is due to a defect or error on our part.

5. Shipping and Return Logistics

5.1 Domestic Returns (Singapore)

Customers returning items from within Singapore will receive a return shipping label if the item is defective or incorrect.
For change-of-mind returns, customers must arrange and pay for tracked shipping to our designated address.

5.2 International Returns

International customers are responsible for return shipping fees unless the item is defective or incorrect.
All returns must be shipped with tracking and insurance to protect both parties.
Customs duties, taxes, or handling fees are non-refundable.

5.3 Lost or Unreceived Returns
We are not responsible for items lost or delayed during return shipping. We strongly recommend using insured and trackable courier services.

6. Non-Refundable Items

The following are strictly non-refundable:

Custom, personalized, or engraved goods.
Clearance and final sale items.
Gift cards, vouchers, and promotional codes.
Products returned without prior authorization.

7. Quality Assurance

At Lac Crado, every piece undergoes strict quality control before dispatch. However, as genuine leather is a natural material, slight variations in texture, grain, and color are expected. These are not considered defects but part of the uniqueness of handcrafted leather goods.

8. Legal Rights

8.1 Consumer Rights in Singapore
This policy does not override your rights under the Consumer Protection (Fair Trading) Act and the Lemon Law provisions in Singapore.

8.2 Dispute Resolution
In the event of a dispute, we encourage customers to contact us directly at laccrado@gmail.com. If unresolved, disputes may be escalated to the Consumers Association of Singapore (CASE) or relevant arbitration channels.

9. Practical Examples

To make this policy more transparent, here are some scenarios:

Scenario A: You order a crocodile leather wallet. It arrives with a stitching defect. → Eligible for free return and full refund or exchange.
Scenario B: You order a bespoke watch strap with initials engraved. After receiving it, you decide you prefer a different color. → Not eligible for refund (as it is a custom product).
Scenario C: You purchase a tote bag but realize it doesn’t fit your laptop. You return it unused, with tags intact, within 14 days. → Eligible for refund (minus shipping).
Scenario D: You receive the wrong color bag. → Eligible for free exchange, with all shipping costs covered by Lac Crado.

10. Updates to this Policy

We reserve the right to update this Refunds and Returns Policy to reflect changes in our business practices, legal requirements, or customer feedback. Updates will be posted on laccrado.com with a new “last updated” date. Customers are encouraged to review this policy periodically.

11. Contact Information

For all refund, return, and exchange matters, please contact:

Lac Crado Customer Care
📧 Email: laccrado@gmail.com
🌐 Website: www.laccrado.com
📍 Address: #4-119A Far East Plaza, 228213.

Business Hours: Monday – Friday, 10:00 AM – 6:00 PM (SGT)