Refund policy
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RETURN AND REFUND POLICY
Last updated: July 30, 2026
We want customers to understand their return options before ordering. This policy applies to purchases made directly from Full Grain Apparel. Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country.
1. STANDARD PRODUCTS: 14-DAY RETURNS
Eligible standard-size, non-personalized products may be returned for any reason, including a change of mind or sizing preference. Contact us within 14 calendar days after delivery to request a return. After approval, send the item within 14 calendar days, or within any longer period required by applicable law.
Email info@fullgrainapparel.com before sending anything back. Include your order number, customer name, delivery address, reason for return, and photographs where the item is damaged, defective, incorrect, or materially different from its description.
2. RETURN CONDITION
For a non-fault return, the item must be unworn except for a reasonable fitting, unused, unwashed, unaltered, free from marks, odours, hair, or damage, and returned with its original tags and packaging. Where permitted by law, a refund may be reduced if handling beyond what is reasonably necessary has reduced the item’s value.
3. CUSTOM AND PERSONALIZED PRODUCTS
Custom, personalized, made-to-measure, altered, or customer-specified products cannot be returned, exchanged, or cancelled because of a change of mind, sizing preference, or an incorrect measurement supplied by the customer. These products remain eligible for a remedy if they arrive damaged, defective, incorrect, materially different from the confirmed specifications, or where applicable law requires otherwise.
Custom specifications may include customer measurements, custom sizing, material or colour selection, design changes, names, logos, embroidery, patches, or other customer-requested features. A standard-size product is not treated as custom merely because it is produced after the order is placed.
4. DAMAGED, DEFECTIVE, INCORRECT, OR MISDESCRIBED ITEMS
Contact us as soon as reasonably possible, preferably within 14 calendar days after delivery, if an item arrives damaged, defective, incorrect, or materially different from its description or confirmed specifications. Keep the item, tags, packaging, and courier label while we review the claim. We may request photographs, video, or measurements.
For a verified merchant fault, Full Grain Apparel will provide an appropriate remedy in accordance with applicable law, which may include repair, replacement, or refund. We will cover reasonable return and replacement shipping costs for a verified merchant fault. The customer will not be charged a restocking fee.
Minor natural variations in leather grain, texture, or shade are not necessarily defects unless the product is materially different from its description or confirmed specifications.
5. RETURN METHOD, ADDRESS, AND COSTS
Approved returns must be sent by mail using the return instructions and return address provided by our support team. Do not send a return without approval or to an address not included in our return instructions.
For a non-fault return, the customer is responsible for return postage, any return customs charges, and replacement delivery costs for an exchange. Use a trackable shipping service and retain proof of postage. Original shipping charges and third-party duties, taxes, brokerage charges, or fees are non-refundable except where required by applicable law.
Full Grain Apparel pays reasonable return and replacement shipping costs where the item is verified as damaged, defective, incorrect, or materially misdescribed due to our error.
6. EXCHANGES
Exchanges for eligible standard products are available subject to approval and product or material availability. A replacement may require additional production time. For a non-fault sizing exchange, the customer pays return and replacement delivery costs. Custom and personalized products are not exchangeable for preference or sizing reasons.
7. REFUNDS
After receiving and inspecting an approved return, we will notify the customer of the outcome. Approved refunds will be issued to the original payment method within 5 business days after inspection. Banks and payment providers may require additional time to credit the customer’s account.
There is no restocking fee. We may withhold a refund until the returned goods are received or acceptable proof of return is provided, where permitted by law.
8. CANCELLATIONS BEFORE PRODUCTION
Contact us immediately if you need to change or cancel an order. We cannot guarantee a voluntary cancellation after materials have been ordered, cutting has started, customization has begun, or the order has entered production. Mandatory cancellation and withdrawal rights remain unaffected.
9. NON-RETURNABLE ITEMS
Unless faulty, incorrect, materially misdescribed, or otherwise covered by mandatory law, the following are non-returnable:
• Custom, personalized, altered, or made-to-measure products
• Gift cards
• Items marked final sale where lawful
• Items showing wear, washing, alteration, misuse, accidental damage, odour, stains, or missing tags
• Items returned outside the applicable return period10. BUSINESS, RETURNS, AND CONTACT DETAILS
Business and correspondence address:
Full Grain Apparel
62 Thornhill Park Road
Thornhill
Southampton, England SO18 5TQ
United KingdomThis is a business correspondence address only. Full Grain Apparel is an online-only business and does not operate a walk-in retail store at this address.
Production, dispatch, and approved returns facility:
Full Grain Apparel
Attn: Muhammad Usama
Mujahid Road, near Skynet Courier
Opposite Arab Collection, Punjab
Sialkot 51310
PakistanEmail: info@fullgrainapparel.com
Phone / WhatsApp: +92 302 6451721Please contact us before sending a return so we can confirm eligibility and provide approved return instructions. Unauthorised returns may be delayed or refused.