Refund policy

RETURN AND REFUND POLICY

Custom/Personalized Items

  • Due to the custom nature of our products, customized or personalized items cannot be returned or refunded. This includes any item with custom text, initials, logos, or made-to-order specifications. All custom orders are final sale.

Our Errors

  • If we make an error (such as incorrect font style, wrong personalization, color mistake, etc.), we will correct it at no cost to you. Please contact us within 14 days of receiving your order with photos showing the error.

Defective or Damaged Items

  • We stand by our craftsmanship. If your item arrives damaged or has a manufacturing defect, please contact us within 14 days of delivery with photos. We will work with you to find a solution, which may include repair, replacement, or refund at our discretion.

Standard (Non-Custom) Items

  • Non-customized, standard items may be returned within 14 days of delivery in unused, original condition for a refund or exchange.
  • Customer is responsible for return shipping costs unless the return is due to our error or a defect.
  • Refunds will be issued to the original payment method once the item is received and inspected.

No Warranty

  • There is no warranty on any products due to the various unknown conditions that products might be subjected to (examples: pet damage, water damage, excessive wear, improper care, etc.). We have no way to confirm what the product has gone through after delivery.

Repairs and Issues After Use

  • If an issue arises after you've used the product (such as an item breaking), please contact us. We will evaluate each situation on a case-by-case basis.
  • If we agree to repair or replace the item, you may be responsible for shipping costs to send it back to us and any customs duties incurred. We will decide whether we can cover material and/or labor costs based on our assessment of the issue.
  • We may or may not cover return shipping costs at our discretion depending on the circumstances.

What We Need for All Returns/Issues

  • Contact us at sales@oldcountryleather.com before sending anything back
  • Include your order number
  • Provide clear photos of the issue
  • Describe the problem in detail
  • Inside the box must have your contact information and details

Items That Cannot Be Returned

  • Customized or personalized products
  • Items damaged by misuse, neglect, accidents, or normal wear and tear
  • Items not in original condition or missing components
  • Items returned without prior authorization

Cancellations

  • Before Production Begins: If you need to cancel your order before we've started working on it, please contact us as soon as possible. (Ideally within 2 hours)
  • After Production Has Started: Once we've begun cutting leather, dyeing, assembling, or personalizing your item, a 30% restocking fee will apply to any cancellation. This covers the cost of materials already committed and labor invested.
  • Orders in Final Stages or Completed: If your item is finished or has shipped, standard return policies apply (see below). Cancellations are not available once shipped.
  • How to Cancel: Email us at sales@oldcountryleather.com with your order number as soon as possible. We'll let you know the status of your order and any applicable fees.
  • Why the Fee? We're a small family business that cuts and dyes leather specifically for each order. Once we start your item, those materials can't be reused for someone else's order, and we've already invested time in your piece.

Refund Processing

  • Approved refunds will be processed within 5-10 business days of receiving the returned item
  • Shipping costs are non-refundable unless the return is due to our error
  • Original shipping charges will not be refunded for change-of-mind returns

Our Commitment

  • We try our best to make sure you're happy with your purchase. If you have an issue, reach out to us and we'll work to find a solution.