Refund policy

At Hide & Heritage, we take great pride in creating handcrafted leather products with exceptional care and attention to detail. Since each item is handmade, every product is unique. Please read our return and refund policy carefully before placing your order.

No Returns

We do not accept returns for:

  • Change of mind

  • Incorrect size or color selection

  • Personal preference

  • Normal variations in leather texture, color, or grain that naturally occur in handmade products

Please review all product details carefully before completing your purchase.

Eligible for Exchange

We will only offer an exchange if:

  • You receive the wrong product, or

  • The product arrives damaged or defective.

To request an exchange:

  • Contact us within 48 hours of receiving your order.

  • Provide your order number, clear photos of the product, and a continuous unboxing video recorded while opening the sealed parcel.

Claims submitted without an unboxing video may not be eligible for exchange.

No Refunds

Hide & Heritage follows a strict no-refund policy. Refunds will not be issued under any circumstances.

If your claim for a damaged, defective, or incorrect product is approved and a replacement is not available, you will receive a store coupon code equal to the value of the product. The coupon can be used toward a future purchase on our website.

Coupon Code Policy

  • Coupon codes are issued only after a claim has been reviewed and approved.

  • Coupon codes are non-transferable and cannot be exchanged for cash.

  • Coupon codes may be subject to an expiry date, which will be communicated when issued.

  • Only one coupon code may be used per order unless otherwise stated.

Handmade Product Disclaimer

Our products are individually handcrafted using genuine leather. As a result, slight differences in color, texture, stitching, and natural leather markings are part of the product's unique character and are not considered defects.

Cancellation Policy

Orders may only be cancelled before production begins. Once production has started, cancellations are no longer possible because each item is handmade specifically for your order.

Contact Us

If you believe you have received an incorrect or defective product, please contact our customer support team within 48 hours of delivery. Include your order number, photos of the product, and the required unboxing video so we can review your request promptly.