Leather is a natural, durable, & flexible material. Each hide is unique with individual characteristics which may be visible on our products...
These may include small leather scars, rub marks, small scratches, creases, or variations in color and texture, which are not manufacturing defects. Crazy Horse leather will develop a beautiful patina with use and the above noted characteristics and marks will diminish as the leather ages. Most marks can easily be rubbed out by hand or with a soft cloth.
"We provide a no questions asked exchange on any item that arrives with manufacturing defects - limited to rivets, locks, zippers, other hardware and stitching that are part of our products." Any such defect must be reported to us within 48 hours after delivery, and before you begin using the product.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Only regular priced items can be returned, we do not offer returns on sale priced items due to high cost of returning an item.
To be eligible for a return, your item must be unused and in the same condition that you received it.
To complete your return, we require proof of purchase. Please contact us for instructions prior to sending any item(s) back. Additionally, we will require a photo(s) via email to verify the issue or damage you are claiming in regards to your ordered item.
Restocking Fee: There is a 15% restocking fee on all returns. This does not apply to any item returned due to a defect in the product.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, typically within 3 to 5 days (subject to your payment option used to make the purchase).
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery - subject to approval
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using our contact us page here.
Sale & Discounted Items
Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded (including items purchased using a discount code). If for any reason, your order arrives damaged, we will exchange/replace the item subject to the conditions noted below.
We only replace items if they are defective or damaged on delivery. If you need to exchange it for the same item, send us an email using our contact us page here - once approved we will provide the information required to exchange the item.
No Refunds or Exchanges for Color Variations or Product Sizing:
We only provide refunds or exchanges for valid reasons such as product damage or poor quality workmanship (no typical). We do not provide refunds or exchanges simply because the item is not the style or size you expected, or the color is different than expected and images on our store (we clearly show potential color variations to expect on every product page on our store).
Crazy Horse leather colors will vary from hide to hide and each bag color may vary slightly from product images shown on our website. We provide sample color variation samples on all product pages, as such we do not offer returns, refunds or exchanges for slight color and tone variations.
In the rare event that a product varies drastically from the item displayed in our store, we will exchange the item - this will require pictures to be taken and sent to us. If this happens, we will provide instructions.
Every product on our website clearly shows the product sizes on product pages where orders are placed. As such, we do not offer returns, refunds or exchanges if you are not happy with the size of the item purchased. Please check sizing prior to placing an order.
Crazy Horse leather is treated with a wax compound that penetrates the leather and protects it. Until the leather is broken in and the surface develops a beautiful patina, you "might" experience some color transfer onto clothing* (similar to new saddles which are made with similar leathers and protective treatment).
* Although this seldom happens, typically, the darker the leather, the more likely you may experience color transfer. However, depending on the finish of each piece, most of our products DO NOT transfer color from the leather to clothing, or other fabrics.
We do not issue refunds due to color transfer from the leather to other items - mainly clothing.
No Refunds for Refusal of Package on Delivery:
Our leather goods are shipped by DHL or UPS via Hong Kong. No refunds will be issued for refusal of shipped items due to concerns about country of origin, the Coronavirus (COVID-19), or similar situations and events.
No refunds will be issued for refusal of delivery due to possible delays related to customs clearance.
Shipping Costs For Returns or Exchanges
Initially, you will be responsible for paying for your own shipping costs for returning or exchanging your item. If approved, Chilco Leather Co. will reimburse you for up to $25 USD for shipping costs.
Once approved for a refund or exchange - we will provide the shipping address required to exchange or return the item.
Depending on where you live, the time it may take for your exchanged product to reach you, or us, may vary. Please allow for these potential delays.
We have no way to guarantee that we will receive your returned item. Using the correct postage and mailing address is your responsibility.
NOTE: All returns must be pre-approved by Chilco Leather prior to return shipping. Any item(s) shipped back to us without prior instruction from us will not be refunded.