Refund policy
Returns and Exchanges — Biscuir
At Biscuir, we are committed to offering high-quality products and excellent customer service. We understand that sometimes a product may not meet your expectations. This Returns and Exchanges Policy explains the procedures we have in place to make returns straightforward. For any question or return request, please contact us at support@biscuir.com.
1. General returns and exchanges
If you are not entirely satisfied with your purchase, you have 30 days from the date you receive your order to request a return. After this period we are unfortunately unable to accept your request.
Returned items must be in their original condition, unused, unworn, with original tags attached and in their original packaging.
Leather marks very easily. If you are undecided about a piece, handle it as little as possible until you are sure, as scratches, creasing and conditioning products make an item non-returnable.
2. Return procedure
To start a return, follow these steps:
- Email us at support@biscuir.com with your order number, the item or items you wish to return, and the reason for the request.
- Our customer service team will review your request and provide the instructions you need, including the return address.
- Pack the item carefully, including the invoice or a note showing your order number.
- Ship the item to the address we provide. You are responsible for return shipping costs, except in the case of a faulty product or an error on our part.
- Once we receive the returned item, our team will inspect its condition. If it meets our return criteria, we will process your refund.
The return address will be sent to you by email once your return request has been approved. Returns sent without prior approval cannot be processed, as we have no way to match an unidentified parcel to an order.
We recommend using a tracked service. Until a return reaches us it remains your responsibility, and we cannot refund a return that never arrives.
3. Refunds
Refunds are issued within 5 to 10 business days following receipt and inspection of the returned item. The refund will be made to the same payment method used for the original purchase.
Your bank may take a further 3 to 5 business days to post the refund to your account, which is outside our control.
Original shipping charges are not refunded, except in the case of a faulty product or an error on our part.
4. Exchanges
We do not process direct exchanges. Return the item for a refund and place a new order, which is faster than holding stock against an incoming parcel.
5. Faulty products or order errors
If you receive a faulty product, or if we have made an error with your order, please contact us immediately at support@biscuir.com within 7 days of delivery, including photographs of the item and its packaging. We will cover the return costs and arrange a prompt refund or replacement, and in most cases you will not need to send anything back.
6. Natural variation is not a fault
Leather keeps the grain, colour and markings of the hide it came from, so no two pieces are identical and none will match the photographs exactly. Screens also render colour differently. Variation of this kind is a characteristic of the material, not a defect, and is not treated as a fault — though it is of course covered by the standard 30-day return.
7. Non-returnable items
The following cannot be returned:
- Gift cards
- Personalised or monogrammed items
- Items marked final sale
- Items showing wear, scratches, creasing or applied conditioning products
8. Cancellations
Email us within 24 hours of placing your order and we will cancel it if it has not yet shipped. Once an order has been dispatched, please treat it as a return.
9. Our right to refuse a return
We may decline a return that arrives outside the 30-day window, without prior authorisation, or in used condition. If we do, we will contact you and can send the item back to you at your cost.
10. Contact us
If you have questions or concerns about our returns and exchanges policy, or need help returning an item, please contact us at support@biscuir.com. Our customer service team is here to help.
At Biscuir, we work to make sure you are satisfied at every stage of your purchase. Thank you for trusting our brand, and we are committed to resolving any issue quickly and fairly.
11. Company information
Company name: LYSHINE LLC
Brand: Biscuir
Address: 447 BROADWAY, 2ND FLOOR 3495, NEW YORK, NY 10013
Email: support@biscuir.com
Biscuir is a brand operated by LYSHINE LLC.