Every Matt & Milly product is handcrafted with care using quality materials and traditional craftsmanship. We want you to enjoy your product for years to come, and we are committed to resolving any genuine quality concerns fairly and promptly.
We take pride in the quality and craftsmanship of our leather products. We carefully inspect our products before they are dispatched to ensure that they meet our quality standards.
Leather is a natural material and may contain unique markings, grain variations, wrinkles, creases, or colour variations. These natural characteristics are not considered defects but are part of the individuality and beauty of genuine leather products.
1. Defective or Damaged Products
If you receive a product that is defective or damaged, we encourage you to contact us as soon as reasonably possible so that we can assess and resolve the issue promptly.
For products that are defective or damaged when received, please contact us within 30 days of receiving your order, where reasonably possible, and provide:
- Your order number or proof of purchase;
- A description of the defect or damage; and
- Clear photographs showing the defect or damage.
Once we have assessed the issue, we will advise you on the return process.
The 30-day notification period is intended to assist us in dealing with obvious defects or damage promptly and does not limit or exclude any rights available to consumers under applicable South African consumer protection legislation, including the implied warranty provided for in Section 56 of the Consumer Protection Act, 2008 (Act 68 of 2008).
Where a product is confirmed to be defective, Matt & Milly Bespoke Leather Apparel will provide the remedy applicable under the Consumer Protection Act, which may include repair, replacement, or refund, as applicable.
Where a return is approved in circumstances covered by the Consumer Protection Act, the return will be handled in accordance with the Act, including any applicable provisions relating to the supplier’s risk and expense.
2. Non-Defective Products & Change of Mind
We do not accept returns or exchanges for products that are not defective.
This includes, but is not limited to, returns or exchanges because:
- You have changed your mind;
- The product is no longer required;
- The product was purchased as a gift and is not suitable;
- You selected the incorrect size, colour, or design; or
- You simply no longer want the product.
Accordingly, no exchanges will be accepted where the product is not defective.
This section does not limit, exclude, or waive any consumer rights that may apply under the Consumer Protection Act or any other applicable South African legislation.
3. Bespoke & Personalised Products
Because our products may be bespoke, personalised, engraved, or manufactured specifically according to a customer’s requirements, these products cannot be returned or exchanged due to a change of mind.
Matt & Milly Bespoke Leather Apparel is not responsible for errors in names, dates, initials, logos, artwork, or other personalised information supplied by the customer and approved by the customer prior to production.
If a bespoke or personalised product is defective, please contact us so that we can assess the issue. Bespoke and personalised products remain subject to any applicable consumer rights and statutory warranties.
4. Condition of Returned Products
Where a return for a defective product has been approved, the product should be returned in a reasonable condition and, where possible, with its original packaging and any accompanying accessories.
Products that have been damaged through misuse, improper care, accidental damage, unauthorised modification, or normal wear and tear may not qualify as defective.
Natural characteristics of genuine leather, including variations in grain, colour, markings, wrinkles, and creases, do not in themselves constitute defects.
5. Refunds
Where a refund is applicable and approved, the refund will be processed using the original payment method, where reasonably possible.
Refund processing times may vary depending on the payment method and financial institution.
Where a refund is required under applicable consumer protection legislation, the refund will be processed in accordance with the requirements of that legislation.
6. Six-Month Statutory Warranty & Workmanship
Matt & Milly Bespoke Leather Apparel stands behind the workmanship and quality of its products.
In accordance with Section 56 of the Consumer Protection Act, 2008 (Act 68 of 2008), goods supplied to consumers are subject to an implied warranty of quality.
Where goods fail to satisfy the requirements and standards contemplated in Section 55 of the Consumer Protection Act within six months after delivery, the consumer may return the goods in accordance with the Act.
Where the Consumer Protection Act applies, the consumer is entitled to the applicable remedy provided for by the Act, which includes repair, replacement, or refund, as applicable.
This statutory warranty applies to qualifying defects and failures contemplated by the Consumer Protection Act. It does not mean that normal wear and tear, accidental damage, misuse, improper care, unauthorised modification, or the natural characteristics of genuine leather constitute manufacturing or workmanship defects.
Where a product is returned under the statutory warranty, Matt & Milly Bespoke Leather Apparel will assess the product and deal with the matter in accordance with the Consumer Protection Act.
7. Contact Us
To report a defective or damaged product or enquire about a return, please contact Matt & Milly Bespoke Leather Apparel through our official contact channels, quoting your order number and providing details of the issue.
Please note: Nothing in this Returns Policy is intended to limit, exclude, waive, or otherwise restrict any right or remedy that a consumer may have under the Consumer Protection Act, 2008 (Act 68 of 2008), or any other applicable South African legislation.
Policy effective date: 13 August 2026