WARRANTY & RETURN POLICY
We invest in craftsmen who care and in materials that are built to last, and our hope is that the products you receive will clearly reveal what our company stands for and that is to provide each and every customer with a great experience and high quality products.
As intentional as we are about this, we recognize that issues can still exist.
Returns are easy. Just email us and include your order number. We’ll send you a return label.
Here are the rest of the details:
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Gift cards are not returnable. To complete your return, we require proof of purchase, which can usually be satisfied by providing your order number and other pertinent details.
There are certain situations where refunds are not 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.
- Any item that is part of a special order, bulk order, custom order or separately invoiced order.
- Any item not purchased directly from Cuero Bags.
Refunds (if applicable)
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 you are approved, then your refund will be processed WITHIN 2 WORKING DAYS, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
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 the contact form on the website.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email using the contact form on the website.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.
If you are within the 30 day return period, and otherwise qualified for a return or exchange, we will pay for return shipping within the USA. Simply contact us through the website or the email address you received when purchasing. Our free return shipping is good only one time. Special circumstances will be considered on a case by case basis.
To obtain a return shipping label, contact us through the website. Returned/exchanged items should be sent to:
OUR REAL DEAL WARRANTY
We’ve designed our bags to last for decades, perhaps your entire life. We’ve invested heavily in the highest quality leather and materials, something that most manufacturers haven’t done. You’re not going to have to worry about our leather goods wearing out prematurely.
It would have been easy for us to offer you a 100 year or even 1,000-year warranty. Heck, why not a 1,000,000 year warranty? But the truth is, the critical time period is really just the first year or so. After that, it’s mostly how well you maintain your leather goods that will determine the lifespan. There’s a misconception out there that you could discover a defect in year 73 that you need a warranty for. If a bag makes it 72.9 years, it’s not going to suddenly reveal a manufacturing defect in year 73.
Since no manufacturer covers abuse, failure to maintain, normal wear and tear, etc., we thought it would be better to just offer a real warranty you can count on without all the fluff.
As with any handcrafted product, and whenever humans are involved, there is always the potential for human error. We’ve built our processes with redundant layers of quality control, but even so, there is always a small chance there could be an issue. And we want to eliminate any worry about that for you.
So here’s what our warranty means, what it covers and what it doesn’t.
Our warranty covers manufacturing and material defects for all of our leather goods. In the unlikely event that there are manufacturing or material defects, they would likely arise in the first few months of ownership, certainly within one year of regular use. After that, it is typically how well you maintain the product that determines its life.
But just to give you extra peace of mind, we cover any manufacturing or material defects for the first three years you own the product. If any defect becomes apparent during this time period, simply contact us and we’ll choose to either 1) replace the product; 2) repair it for you, or 3) pay for you to repair it at a reputable and reasonable repair shop. The choice between these options is at our discretion. If we choose to repair it, we’ll even pay for shipping each way. If we choose to have you repair it, we’ll arrange payment either to you directly or to the repair shop at our discretion.
Please note that there is no warranty coverage for normal wear and tear, natural aging of the product, damage caused by you or others, animal damage, excessive use and abuse, unintended use of the product, products that have been modified by you or others, etc. There is also no warranty coverage for items not purchased directly from us, Cuero Bags.
We’re in this for the long haul and we want our customer to be happy. So if you have any concerns about your product feel free to reach out to us.