Last updated: 16 July 2026
Exchanges, returns and cancellations
At Inusual Studio we make every piece to order, specifically for each customer. For this reason, our exchange and return policy reflects the artisanal and personalised nature of our products, while at all times respecting applicable consumer legislation.
Our aim is to offer maximum transparency before, during and after every purchase.
Made to order
All products sold by Inusual Studio are made once the order has been confirmed and the corresponding payment received.
We do not hold permanent stock and each piece starts a production process specific to the customer.
Cancelling an order
The customer may request cancellation of an order as long as manufacture has not begun.
Once production has started, the order cannot be cancelled, as the piece will have been made expressly for that customer.
If any exceptional circumstance arises, Inusual Studio will consider each case individually.
Right of withdrawal
In accordance with applicable legislation, the right of withdrawal may not apply to products made to the consumer’s specifications or clearly personalised.
Since Inusual Studio products are made to order and may incorporate specific finishes or characteristics, certain purchases may be excluded from the right of withdrawal in the cases provided for by current regulations.
If you have any doubts before making your purchase, we will be happy to advise you.
Returns
Returns will only be accepted when:
- The product has a manufacturing defect.
- The product has suffered duly documented damage during transport.
- There is an error attributable to Inusual Studio.
In these cases, the customer must contact us as soon as possible, stating the order number, a description of the incident and photographs that allow the condition of the product to be assessed.
Products damaged in transit
If the order shows visible damage at the time of delivery, the customer must:
- Check the condition of the packaging before accepting delivery.
- Note the incident on the carrier’s delivery note.
- Take photographs of the packaging and the product.
- Report the incident to Inusual Studio as soon as possible.
This information will allow us to handle the incident with the carrier as quickly as possible.
Manufacturing defects
If the customer detects a possible manufacturing defect, they must contact Inusual Studio, stating:
- Order number.
- Description of the incident.
- Photographs of the product.
Our team will carry out a technical assessment and propose the most suitable solution, which may consist, depending on the case, of repair, replacement or any other measure provided for by applicable legislation.
Natural variations in materials
Our products are handcrafted using natural materials such as leather, steel and brass.
Small variations in colour, texture, grain, patina or finish are part of the nature of these materials and do not constitute manufacturing defects.
We recommend consulting our page Natural variations in materials to learn in more detail how each material behaves.
Refunds
When a refund is due under applicable legislation or these conditions, it will be made using the same payment method used by the customer, unless expressly agreed otherwise between both parties.
Refund times may vary depending on the bank or the payment service provider.
Contact
If you need help with an order or wish to report an incident, you can write to us at: genissolevilalta@gmail.com
Our team will study each case individually to offer the most suitable solution.