Refund policy

1. Overview

At Le Design Customs, we want our customers to clearly understand their rights and responsibilities before placing an order.

This Refund Policy explains when refunds are available, when they are not, and how custom-made products are handled.
This policy must be read together with our Terms of Service.

2. Right of Withdrawal (EU Consumer Law)

In accordance with European Union and Latvian consumer protection law, customers have the right to withdraw from a purchase within 14 calendar days from the date of receiving the product without providing a reason, unless an exception applies.

To exercise the right of withdrawal:

  • the customer must notify us in writing within 14 days

  • returned goods must be sent back within 7 days after the withdrawal notice

  • the customer is responsible for return shipping costs

A withdrawal form will be provided upon request via email.

3. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to the following cases:

  • custom-made or personalised products produced according to customer specifications

  • goods manufactured after customer-approved designs

  • digital products once accessed or downloaded

  • goods that are perishable or cannot be returned due to their nature

  • products that have been intentionally damaged, altered, or partially installed

These exclusions are based on EU Directive 2011/83/EU and Article 12, Section 6 of the Consumer Rights Protection Law of the Republic of Latvia.

4. Condition of Returned Goods

If a product is eligible for return:

  • it must be unused and in original condition

  • original packaging must be intact and not significantly damaged

We reserve the right to refuse a return or deduct compensation if:

  • the product has been used or installed

  • the product has been damaged due to improper handling

  • instructions were not followed

  • original packaging is missing or significantly damaged

5. CUSTOM ORDERS, QUALITY & INSTALLATION POLICY

(Applies to all custom-made and made-to-order products)

5.1 Custom-Made Products

All products produced by Le Design Customs are considered custom-made, unless explicitly stated otherwise.

Once a custom design has been approved and production has started:

  • the order cannot be cancelled

  • the product cannot be returned
    except in cases of objective manufacturing defects as defined below.

5.2 Design Approval

Before production, customers receive a design preview or final layout.

By approving the design, the customer confirms:

  • correctness of design, size, layout, and content

  • acceptance of the final visual appearance

  • readiness for production

Le Design Customs is not responsible for errors identified after approval.

5.3 Manufacturing Defects – Definition

A manufacturing defect is defined as a defect that:

  • is clearly present before installation

  • affects the product beyond acceptable production tolerances

  • renders the product objectively unusable for its intended purpose

Examples may include:

  • incorrect material different from what was specified

  • severe printing or production errors affecting the majority of the product

5.4 What Is NOT Considered a Manufacturing Defect

The following are not considered manufacturing defects:

  • minor visual imperfections

  • small bubbles, lines, or marks within normal production tolerances

  • defects limited to edges or corners

  • material-specific characteristics

  • damage caused during or after installation

  • results affected by surface condition, temperature, or installer technique

  • differences in outcome between vehicles or surfaces

5.5 Installation Responsibility

Installation results depend on multiple external factors, including surface preparation, environmental conditions, and installer skill.

Le Design Customs is not responsible for installation outcomes or third-party installation services.

By proceeding with installation, the customer confirms that the product was received in acceptable condition.

If a potential defect is noticed, installation must be stopped immediately and we must be contacted before installation continues.

6. Transport & Delivery

Minor marks or handling traces caused during transport do not automatically constitute manufacturing defects.

Any transport-related concerns must be reported before installation or use.

7. Refund Resolution

If an objective manufacturing defect is confirmed, Le Design Customs reserves the right to choose the appropriate solution, including:

  • repair

  • replacement

  • partial refund

The chosen resolution remains at our discretion.

8. Goodwill Compensation

In certain situations, we may offer a goodwill compensation as a gesture of professionalism and customer care.

Goodwill compensation:

  • is voluntary

  • does not constitute an admission of fault

  • does not create a precedent

  • does not imply an obligation for replacement or full refund

9. Final Provisions

Le Design Customs reserves the right to:

  • assess each claim individually

  • refuse claims that do not meet the criteria outlined in this policy

  • update this policy at any time

10. Contact

For questions regarding refunds or this policy, please contact us at:

📧 le.design@inbox.lv

This Refund Policy must be read together with our Terms of Service and Shipping Policy.