Restoration Service Terms
1. About us
Treasured Leather is operated by Treasured Leather Ltd, registered in England and Wales under company number 16668534.
Registered office and correspondence address: 39 Cromwell Road, Feltham, England, TW13 5AS
Email: info@treasuredleather.com
Telephone: 07722 179060
Please do not send items to our registered office. Contact us for delivery instructions before sending anything.
These terms apply to restoration services for consumers. Purchases of items from our shop are covered by our separate Shop Terms & Conditions.
2. Initial enquiries and estimates
Please tell us about your item, its condition and the work you would like completed. Photographs of the whole item and clear close-ups of affected areas help us assess the options.
Any estimate based on photographs or a remote discussion is provisional. It is not a confirmed quotation or a guarantee that the proposed work will be suitable.
Please tell us about any previous repairs, recolouring, treatments or other issues you know about. We understand that an item’s full history may be unknown.
3. Sending your item and inspection
Please wait for our delivery instructions before sending your item. We will explain the receiving arrangements and agree the expected return-postage charge before you send it.
Package your item securely, remove personal belongings and include the job reference we provide.
Inspection is free. After receiving and inspecting your item, we will explain what we believe can reasonably be achieved and provide a confirmed written quote.
If you decline that quote, or we conclude that restoration is not reasonably suitable, there is no inspection or restoration charge. You pay only the agreed return postage.
We will take reasonable care of your item while it is in our possession.
4. The confirmed quote and your acceptance
Our written quote sets out:
The work proposed.
The intended colour and finish, where relevant.
Any identified limitations or remaining wear.
The total price, including return postage.
The estimated completion time.
Prices are in pounds sterling (£). We are not VAT-registered and do not charge VAT.
The restoration contract forms when we receive your clear acceptance of our confirmed written quote, provided with these terms. An email reply identifying the quote and confirming that you wish to proceed is sufficient.
Sending us an item or accepting a provisional estimate does not authorise restoration work. We do not begin that work before you accept the confirmed quote.
5. Scheduling and early starts
Work is normally scheduled in the order that confirmed quotes are accepted. However, restoration involves drying, curing and other waiting periods, so suitable smaller jobs may occasionally be fitted into those gaps. Jobs may therefore not always be completed in the order received.
If an opportunity arises to start your work during the 14-day cancellation period, we may contact you to offer that option.
We will only start early after receiving your express request and explaining the cancellation arrangements described below. Accepting these terms or the quote does not, by itself, request an early start.
An early-start opportunity is not a promise of availability or faster completion. We do not offer an express turnaround service. Please plan around the estimated completion time provided with your quote unless we agree otherwise.
If a delay arises, we will contact you, explain its effect and discuss revised arrangements. This does not remove your legal rights concerning delays.
6. Colour matching and specialist finishes
We use a range of colour-matching resources, including manufacturer information where available and areas of leather protected from sunlight, dirt, oils and wear.
Where practical, our starting point is the item’s original colour. This may differ from its current appearance or the colour you remember. We will agree the intended colour and finish with you before starting.
If you want us to match a particular area, identify it clearly—for example, “the blue underneath the collar”.
Alternatively, you may supply a physical reference, such as a decorator’s paint card or a material sample, measuring at least 2.5 cm × 2.5 cm (approximately 1 inch square). Screen images alone are not a reliable colour reference.
We aim for the closest practical match to the agreed reference. Materials, texture, sheen and lighting can affect how a colour appears, so an exact match may not be achievable. We will explain any limitations we identify before you approve the work.
We mix colours in-house. Specialist finishes, including metallic gold and silver, may require products ordered specifically for your item. Any additional cost and expected supplier lead time will be included in your quote.
If supplies are delayed, we will contact you, explain the effect on the estimated completion date and agree any necessary revised arrangements.
7. Restoration outcomes and unexpected issues
We carry out our work with reasonable care and skill and in accordance with the agreed quote.
Restoration does not necessarily make an item new again. Age, previous treatments, existing damage and the condition of the underlying material can affect what is achievable. We will explain identified limitations and agree the intended outcome before starting.
If we uncover hidden damage, previous treatments or another issue that changes the proposed work, price or expected result, we will pause the affected work and contact you.
We will not carry out additional work or incur additional charges without your approval.
If you decline a revised proposal, we will discuss a safe stopping point and return arrangements. Any payment due will relate to work already carried out as authorised and the agreed return postage, subject to your cancellation rights and any rights arising from a problem with our service.
These provisions do not excuse damage caused by our failure to exercise reasonable care and skill.
8. Cancelling your restoration
For contracts agreed remotely, you may cancel without giving a reason until 14 days after the day the restoration contract is made.
Tell us by email, telephone or post using the contact details above. Any clear statement of cancellation is sufficient. You may use the optional form below, but do not have to.
If you cancel during this period before restoration work starts, there is no restoration charge. You remain responsible for the separately agreed cost of returning your item.
Where you request an early start
Before starting within the cancellation period, we will ask you expressly to request this and acknowledge that:
If you cancel after work starts but before the service is fully performed, you must pay a proportionate amount for the service supplied up to the time you tell us you are cancelling.
Your statutory cooling-off right ends once the service has been fully performed.
We will provide this information before obtaining your early-start request. Any proportionate charge will be calculated against the agreed contract price, as required by law.
If you do not request an early start, we will wait until the cancellation period has ended.
After the cancellation period
If you want to stop the work after the cancellation period, contact us promptly. We will discuss what can reasonably be stopped, the condition in which the item can be returned and any amount properly due.
We will not automatically charge the full remaining quote for work that has not been performed. Any charge for cancellation will reflect reasonable losses actually incurred, taking account of costs saved and reasonable steps to reduce those losses.
These cancellation arrangements do not limit your rights where our service is faulty or we breach the contract.
Where cancellation entitles you to a refund, we will make it without undue delay and within 14 days of being informed of your cancellation, less any amount lawfully due. We use the original payment method unless you expressly agree otherwise, with no refund fee.
9. Completion, payment and return delivery
We will notify you when the agreed work is complete and issue an invoice. Payment is due within 14 days of the invoice date.
Your item will be dispatched after full payment of the amount properly due has been received. This does not restrict any legal right you may have to dispute or withhold payment because of a breach of contract.
Return postage is included in the accepted quote. We will use a suitable tracked delivery service, with appropriate cover and a signature where available, and share tracking details with you.
We provide aftercare instructions by email with each completed job, including any relevant curing times and guidance on cleaning and care.
If payment or return arrangements remain outstanding, we will send reminders and contact you individually. These terms do not impose automatic storage fees or authorise automatic disposal of your item.
10. Photographs, filming and privacy
We photograph items to document their condition and the work carried out.
We also normally photograph or film restoration work for our website, restoration portfolio and social channels. If you would prefer your item not to feature publicly, please tell us when booking or at any time before publication. Declining publicity will not affect your service.
Public content focuses on the item and the restoration. We do not publish customer names, contact details, correspondence, job references or identifying personal stories without separate permission.
We will seek separate permission before publishing identifiable customer features or distinctive personalisation that could identify the owner. Where we cannot adequately remove identifying details and do not have the necessary permission, we will not publish that material.
If you raise a concern after publication, contact us. We will stop further promotional use and remove content from channels we control where reasonably practicable. We cannot guarantee removal of copies independently shared by others.
Our Privacy Policy explains how we handle personal information. This section does not treat silence as consent to publish identifiable personal information.
11. If something isn’t right
When you entrust us with a treasured item, you want to enjoy it repaired, recoloured or revived. If something goes wrong, that desired outcome hasn’t changed—and we want the opportunity to help you achieve it.
We care about leather, attention to detail and the quality of our workmanship. Please contact us promptly if something isn’t right, so we can assess the problem, discuss an appropriate remedy and understand what happened to help prevent it happening again.
Where our work is at fault, we will cover reasonable return postage when a return is needed. Please contact us for arrangements before sending your item.
Your legal remedies may include having the work put right at no additional cost, within a reasonable time and without significant inconvenience, or an appropriate price reduction where the legal conditions apply.
We ask for the opportunity to put things right, but this does not limit your statutory rights or require you to accept a remedy that the law does not require you to accept.
Problems caused by subsequent misuse, unsuitable cleaning products or failure to follow appropriate aftercare instructions will be assessed on their circumstances. This does not remove our responsibility for faults in our work.
12. Complaints and your rights
Please email info@treasuredleather.com with your job reference, details of the problem and the outcome you are seeking.
We aim to respond within two working days, excluding weekends and bank holidays. If investigation will take longer, we will explain the next steps and keep you informed.
You may also telephone us or write to our correspondence address.
Nothing in these terms excludes or restricts your statutory rights or any liability that cannot lawfully be excluded or restricted. This includes responsibility for failing to exercise reasonable care and skill.
Optional cancellation form
Complete and return this form only if you wish to cancel your contract. You may email it or send it by post.
To: Treasured Leather Ltd, 39 Cromwell Road, Feltham, England, TW13 5AS; info@treasuredleather.com
I/We [] hereby give notice that I/We [] cancel my/our [*] contract for the supply of the following service:
Service / job reference:
Ordered on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.