Return & Refund Policy

Overview

At Letrato Rosette-Lei Arts and Crafts, every product is handcrafted to order. Because most items are custom-made based on your specific design, colors, and branding, we are unable to accept general returns or exchanges on completed custom orders. However, we are committed to making things right if something goes wrong on our end.

Please read this policy carefully before placing your order.

Cancellation & Refunds

Before Production Starts

If you cancel your order before production has begun, you are entitled to a full refund of any payment made (downpayment or full payment).

After Production Has Started

If you cancel your order after production has started, a refund will be issued, but it will not be a full refund. Materials that have already been cut, printed, or assembled cannot be reused. The following will be deducted:

• Cost of materials already used (ribbon, fabric, button pin prints, etc.)
• Any non-recoverable production costs

The refund amount will be determined on a case-by-case basis and communicated to you before the cancellation is finalized.

After Delivery / Pickup

Once an order has been delivered or picked up and the client has accepted the products, cancellation and refund requests are no longer accepted unless the issue falls under our quality guarantee (see below).

Quality Guarantee

Incorrect or Defective Items

If we made an error on your order — wrong colors, wrong design, incorrect quantity, printing errors on button pins, or any defect that is clearly our fault — we will replace the affected items at no additional cost to you and cover shipping costs for the replacement if applicable.

Please report any issues within 3 days of receiving your order, along with clear photos of the problem. Contact us via Viber, email, or social media DM.

What Is NOT Covered

The following are not considered defects and are not eligible for replacement or refund:

• Minor handcrafted variations — slight differences in fold angles, petal positioning, or measurements between individual pieces. These are a natural characteristic of handcrafted work, not a defect.
• Color differences due to screen settings — product colors may appear slightly different on your screen compared to the actual product. For critical color matching, request a swatch photo in natural light before confirming your order.
• Damage caused after delivery — wear, tear, or damage that occurs after the product has been received and accepted by the client.
• Change of mind — orders cancelled or returned because the client changed their mind about the design, color, or product after production has been completed.
• Client-provided artwork issues — errors in logos, images, or text provided by the client for custom printing. We print what you provide. Please double-check all artwork before approving production.

Order Modifications

Before Production

Design changes, quantity adjustments, or specification modifications are accepted before production starts, at no additional charge. If the changes affect pricing, a revised quotation will be issued.

During Production

Once production has started, modifications may not be possible depending on the production stage. If changes can be accommodated, additional charges may apply for new materials or rework.

Delivery Issues

Lost or Damaged in Transit

For orders shipped via our arranged courier (LBC, J&T, etc.): We will work with the courier to resolve the issue. If the package is confirmed lost, we will reproduce and reship your order.

For orders picked up by client-booked courier (Grab, Lalamove, etc.): Since the client arranged the courier, delivery claims should be directed to the courier service. Letrato’s responsibility ends once the package is handed off to the client’s chosen courier.

Incomplete Delivery

If your order arrives with missing items, please contact us within 3 days of receipt with photos of what you received. We will verify against our packing records and ship any missing items at no additional cost.

How to Request a Refund or Report an Issue

1. Contact us via Viber (+63 927 913 1249), email (contact@letrato.ph), or social media DM
2. Provide your order details — name, order date, and description of the issue
3. Send clear photos of the problem (if applicable)
4. We’ll review and respond within 1–2 business days with next steps

Approved refunds will be processed within 5–7 business days via the original payment method used (GCash, bank transfer, etc.). For Xendit payments, refund processing times may vary depending on the payment provider.