Refunds & Returns Policy

We take great pride in crafting high-quality, handmade leather products. Every item is individually made and thoroughly inspected for defects before shipping to ensure it meets our standards. Due to the handmade and artisanal nature of our leather goods, our returns policy is limited as outlined below.

1. Eligible Returns

(Manufacturing Defects or Shipping Damage Only)Returns or refunds are accepted only in cases of:

• A genuine manufacturing defect (e.g., stitching failure, hardware malfunction, or material flaw present at delivery that was not caused by customer use, wear, or mishandling), or
• Damage that occurred during shipping (clearly evident upon delivery and not due to customer handling).
• Change of mind, preference, sizing issues, or personal taste are not valid reasons for return or refund. We do not offer returns for these reasons.
• Natural characteristics of genuine leather – such as grain patterns, color variations, minor marks, scars, texture differences, or slight inconsistencies – are inherent to the material and do not qualify as defects.

To be eligible for a return under the above conditions, the item must:

• Be reported to us within 7 days of delivery.
• Be in its original, undamaged condition (no signs of use, wear, alteration, or additional damage caused after receipt).
• Include all original packaging, tags, accessories, and proof of purchase (order confirmation or invoice).

2. Custom-Made Products

Custom or personalised products (made to your specific measurements, engravings, designs, monogramming, colour choices, or other custom specifications) cannot be refunded, exchanged, or returned except in cases of proven manufacturing defects or shipping damage (as defined in section 1).
Reasoning: These items are uniquely crafted to your exact requirements and cannot be resold as new to another customer.

3. Return Process & Costs 

• Contact us immediately at info@willebokleather.co.za within 7 days of delivery if you believe the item has a manufacturing defect or shipping damage.
• Provide your order number, clear photos of the issue from multiple angles, and a detailed description.
• Do not return the item without our prior approval and return instructions.
• All return shipping costs are the responsibility of the purchaser.
• Once we receive and inspect the returned item, we will validate the claim. If approved, you may choose:A full refund to the original payment method, or
• A replacement item of equivalent value (which may be a similar design or an alternative if the original is unavailable).

Refunds or replacements will be processed within 7–10 business days after inspection.

This policy aligns with your rights under South African consumer law for faulty goods, while reflecting the unique, handmade nature of our products.We appreciate your understanding of these terms. If you have any questions about an item before ordering, please reach out — we’re happy to provide more details or photos to help you make the right choice.Thank you for supporting our handmade leather business!

Willebok Leather