Returns and Repairs

Knowledgebase // Queensberry // Returns and Repairs

Returns and Repairs

Our products are handmade to the highest standards to carefully detailed designs. We are proud of and guarantee their quality. Repairs or replacements at Queensberry’s expense must be authorised by Management. You may incur repair and freight charges if you return products without prior authorization.


Returns and Repairs Guarantee 

Our products are all guaranteed and any faulty product will be repaired or replaced free of charge. (That includes any product that is not made in accordance with your confirmed order.)

Our Order Processing and Client Support staff will collect full details from you and request authorisation as soon as possible. We arrange our own courier to collect products for return and do not reimburse charges from other couriers.

Your order will be carefully inspected and packed before despatch and will be insured in transit. You must inspect your consignment for visible damage before you sign for receipt. If goods are damaged in transit you must retain all packaging and notify both us and the Courier immediately.

Where appropriate, our order confirmation document, and your acceptance of it (rather than your original order to us) is the basis of the contract between us. We will re-supply any product that is not delivered as per the order confirmation but you must claim within seven working days.

At our discretion we may ask you for photographic evidence in support of any claim. Alternatively we may request you to repack securely faulty, damaged or incorrectly supplied goods for shipment back to us at our expense. If so requested, this is a condition of re-supply.

Other Returns: As goods are specially made to your order, they cannot generally be accepted for return.

We do give repairs top priority but, depending on the problem, they can take some time to complete. Please allow one or two weeks.

If any defect in material or workmanship develops within two years of purchase (normal wear and tear, accidental damage and misuse excepted) the faulty product will be repaired or replaced free of charge.

Please note: Genuine leather covers are our specialty. We buy only the finest hides, which we then selectively cut and process to enhance their inherent quality.

Since leather is a natural material, the appearance of each album may show variation in texture, grain, range marking and density.

Along with its durability and luxurious handling qualities, it is this individuality that gives leather its appeal – and distinguishes it from synthetic imitators.

Since man-made materials may also vary between production batches, albums supplied may vary slightly in colour and/or finish from the samples supplied in the Premier Swatchbook.

We operate and maintain our printing equipment and materials to the highest standards, but as colours may change over time, colour prints are not guaranteed against change.