Standard Return Policy:
We understand that sometimes a product just won’t work for our customers, whether that be due to a dye lot, the shape of a tool not working for what you need, or any other reason that may have caused you to change your mind. We pride ourselves on providing a fair and easy-to-follow return policy.
In most cases, we can help initiate a return on items except for sale, clearance, odd-lot, and customized services or products (Leather splitting, custom cutting, etc.) Return conditions may vary depending on each product and the reason for the return.
Our return window is 30 days from the date the order is received.
Return Shipping Costs:
We do not cover return shipping costs. However, for a small fee, you can opt into our free returns policy at checkout. If you don't opt into this options, you will be responsible for covering the full price of the return shipping label. Please note that if you no longer have the original packaging, you will also be responsible for purchasing any return packaging to ensure that the items arrive in a new, unused condition at our warehouse.
Product Return Requirements:
Shrink-wrapped products:
Any product that arrives with shrink-wrap must be returned in unbroken, original shrink-wrap to qualify for a return.
Branded Packaging:
Products with branded packaging must be received in their original, sealed packaging to qualify for a return.
Leather Returns:
Leather that was not part of a sale, clearance, odd lot or had a splitting request may be returned within 30 days so long as it has not been split, cut, or altered in any way. It must arrive in the same condition as it was shipped out.
Non-Returnable Items:
Split leather:
Due to splitting being a customization to the product, we are not able to approve any split leather for return.
Customized items:
Since we cannot re-sell custom products, we are unable to accept returns on any items that have been customized.
Clearance:
We are unable to accept returns for items marked as clearance at the time of purchase as we are unable to restock these products.
Sale Items:
Due to the deep discounts, we are unable to accept returns on leather that have been purchased on sale.
Odd Lots:
Odd lot items have been deeply discounted due to a difference, defect, or change in the product that would otherwise prevent us from selling it at a regular price. Due to this, we are unable to accept returns on odd lots.
Leather that has been cut:
Any leather that has been cut, altered, or changed from its original state whether due to splitting or working after delivery is not eligible for return.
Samples:
We are not able to accept returns of any samples.
Color Differences:
Please note that the pictures posted on the website depict our best representation of our leather and other products. However, photo resolution, lighting, and monitor resolution may cause differences from what is shown on the site.
If color accuracy is critical for your project, we recommend ordering samples or emailing us to provide a sample cutting before purchase if samples are not available on the site for purchase.
We will always do our best to provide accurate images and descriptions of colors available on our site. However, we are unable to guarantee exact color matches.
Dye Lots:
Colors may vary between dye lots, meaning, the same item purchased from a different lot may not exactly match a newer lot due to the variation of dye coloration.
Item Damaged in Transit:
If your order arrives in a damaged box or if the contents arrive damaged, we ask that you please contact us at info@rmleathersupply.com with your order number, photos of the package, and the contents, focusing on any damage that may have occurred.
What if I Bought Shipment Insurance?
Insurance plays a vital role in keeping your purchase safe. We suggest that both domestic and international customers purchase insurance on their orders/shipments to insure the full value of their purchase price, especially if your order is over $100 in value.
When you purchase insurance, the full value of your order will be covered 100% if there are any issues such as damage in transit or a lost order.
If you purchased insurance, we will submit a claim with the insurance provider using the photos provided of the damaged goods. Once the claim has been completed and paid by insurance, we can issue either a replacement or a store credit.
What if I Didn’t Buy Insurance?
While we encourage all customers to purchase insurance for their orders, especially if their order value is over $100, you can still place your order without insurance.
Please note that if your order is lost or damaged and you have not purchased the insurance protection, we release all monetary responsibility to the customer.
However, if you opted not to purchase the insurance, we will still do everything in our power to help you track down lost, damaged, or stolen packages.
If you did not purchase insurance, we will submit a claim with the carrier in an attempt to get any damage up to the covered (usually $100) amount. Please note that we are unable to guarantee coverage on any uninsured packages.
How Are Insurance Claims Handled?
If an order covered by insurance is lost or damaged, we will file a claim with the insurance provider and will work with the insurance to get the claim approved.
This process can take up to 5-15 business days to be completed.
Disclaimer: Some insurance claims may be resolved sooner or later than the estimated timeframe, depending on whether or not additional information is required. You can help speed up this process by providing pictures of any damaged packaging and items inside.
Once your insurance claim is approved, we can either issue a full replacement or a store credit. This process can be made faster by providing your preferred resolution at the time of reporting the lost or damaged package.
Item Arrived Defective or Broken But the Packaging is Fine:
We will always do our best to package everything so that it will arrive to you safely. However, in the rare occurrence that your order arrived with intact packaging but an item inside was broken, such as if an edge paint has spilled out, we will work with you to get a replacement or a store credit issued.
Depending on the condition of the contents of the package, a claim may need to be filed to resolve this situation.
If your order arrives with any of the contents damaged, we ask that you please use the returns portal to provide information and photos of the damaged product. We will respond through our returns portal to ensure that you are taken care of!
How to Initiate a Return:
To initiate a return, please click here
If your return is due to damage, defect, or missing items we ask that you please provide pictures of the packaging, product, or packing slip to help us assist you in initiating the return appropriately.
If approved, you will receive notification through our returns portal.
We ask that all items be shipped back in the same manner we shipped them to you. Upon receipt of the return, we will inspect the return to ensure that they are in new, unused condition and will issue a store credit.
If the items arrive at our warehouse damaged due to a lack of proper packaging, we reserve the right to deny store credit.
Store Credit or Replacement Timeframe:
It can take up to 7 days from the date we received the return to process and issue store credit on the return.
If a replacement is chosen, we ask that you please allow the standard 2-4 business days for processing timeframes. We will ship any replacement using the originally selected method of shipping unless otherwise requested.
Where to Return My Order:
Please make sure to use the returns portal linked above to request a return. All instructions on how to proceed will be emailed to you.
Any orders returned without prior authorization may be subject to a delayed store credit or replacement, and in some cases, if you return a non-returnable product or refuse shipment back to our warehouse and it does not arrive, you will be responsible for any costs incurred.
We value all of our customers and want to ensure that you receive high-quality products from all of our manufacturing partners. If you have any questions or concerns, please reach out to us at info@rmleathersupply.com for assistance.
