Refund policy
Effective Date: January 8, 2026
1. The Philosophy of the Commission
At Lunburg, a transaction is not merely a purchase; it is the transfer of stewardship. We recognize that viewing an object through a screen is distinct from holding it in your hands. To ensure that the work resonates with its new custodian, we extend a 30-day Period of Reflection, a time for you to inspect the artistry, the tactile warmth of the leather, and the weight of the hardware within your own environment.
This policy outlines the protocols for returns and refunds, ensuring clarity and mutual respect between the Atelier and the Patron.
2. The Period of Reflection (Returns)
If the work does not meet your expectations, you have the right to return it for a full refund within 30 days of physical receipt.
2.1 Conditions of Eligibility
Our "Perpetual Leather" is unsealed and organic. It is designed to act as a "visual ledger," recording touches and exposure immediately. Therefore, strict conditions apply to returns:
- Pristine Condition: The work must be returned in the exact state in which it was received. It must be unblemished, unused, and free from any signs of wear, scratches, or soil.
- Absence of Patina: The leather must not show signs of darkening, oil absorption, or sun exposure.
- Completeness: The item must be returned with its original dust bag, presentation box, and all documentation (including the Warranty Card).
Please Note: If the item is returned with scratches, stains, or signs that it has been "worn," we reserve the right to refuse the return or deduct a fee for the diminished value of the work.
2.2 Non-Returnable Items
The right of withdrawal does not apply to:
- Personalized Works: Items that have been monogrammed or embossed with initials.
- Bespoke Commissions: Items created to unique specifications outside our standard collection.
3. Return Logistics & Costs
While we cover the cost of bringing the work to you, the responsibility for the return journey rests with the Custodian.
- Return Costs: The direct cost of return shipping is paid by the customer. We do not provide prepaid return labels.
- Shipping Method: You are responsible for the safe transit of the goods. We strongly recommend using a reputable courier (DHL, FedEx, UPS) with tracking and insurance for the full value of the item. Lunburg cannot be held liable for returns that are lost or damaged in transit.
How to Initiate a Return
- Notify the Atelier: Email concierge@lunburg.com within 30 days of receipt, stating your order number and intention to return.
- Await Authorization: We will reply with a Return Authorization and the precise address of our logistics center in the Netherlands.
- Pack with Care: Place the item in its dust bag and original box. Ensure it is packed securely to prevent crushing during transit.
- Ship and Track: Dispatch the parcel and retain your tracking number.
4. Refunds and Processing
Once your return is received at our facility, it undergoes a rigorous inspection by our quality assurance team to verify its condition.
- Timeline: Please allow up to 5 business days after receipt for inspection.
- Notification: We will send you an email to notify you of the approval or rejection of your refund.
- The Refund: If approved, a credit will automatically be applied to your original method of payment (Credit Card, PayPal, etc.). Please note that your bank or credit card company may take an additional 5–10 business days to post the refund to your account.
5. Damaged or Defective Items
In the rare event that a work arrives with a structural defect or damage caused during shipping, please contact us immediately (within 48 hours of delivery) at concierge@lunburg.com.
We will arrange for the collection of the defective item and provide a replacement or full restoration at our expense, in accordance with our commitment to excellence.
Contact Us
If you have questions regarding the return process, our concierge team is at your disposal.
Email: concierge@lunburg.com