Refund policy

We accept some, but not all, goods for return and refund. 

Warranty Against Defects

You will be entitled to a replacement product if the product you receive from us:

  • has a defect of manufacturing
  • was damaged whilst in the care of the carrier (damaged in transit). See Transit Damage. 
  • is not the product you ordered (we made an order picking error). See Incorrect Product.
  • is significantly different from the sample or description (excludes slight colour variations)

Important: 

Per the Terms of Use, you are responsible for reading and understanding the information provided on the website prior to purchasing or making a claim.

  • Slight variations in colour and consistency may occur and are unavoidable due to the nature of the product
  • Digital colour representations are approximate. Your computer may display untrue or distorted rendering of colour chart files and photos shown on the site 
  • Sample Pots are recommended for colour testing prior to ordering larger amounts of product
  • Every piece of leather is unique in quality, age, condition, type and previous treatments. These factors, plus factors relating to usage and application may affect the results from the products
  • All products must be tested in a hidden area first

You have rights under the Australia Consumer Law that are not limited by any statement made by us.

We will work with you and Australia Post to find the best solution based on the amount of missing product, your timeline and other priorities. 

Incorrect Product

Our orders are picked by humans with a high level of accuracy. Mistakes are rare but they can happen. If we have made a supply error, we apologise whole heartedly for the inconvenience. Contact us within 7 days of delivery at info@leatherhero.com.au. Include your:

The claims process operates as follows:

  1. You contact us to notify and provide supporting evidence of the incorrect supply
  2. We review your claim and if approved, we will confirm by email
  3. We may ask that you return the incorrect products in the original outer packaging including a copy of our approval email. We will provide detailed return instructions and ask that you notify us when the products have been posted
  4. We supply the correct goods to you

Important

  • Retain the outer packaging
  • Claims without supporting evidence will not be considered and claims that are received more than 7 days after delivery may not be accepted

Limited Change of Mind Policy 

As goodwill, if you change your mind or make an incorrect purchase, within 7 days of delivery, we accept returns: 

  • that are unopened, unaltered, unused and in perfect resalable condition
  • received by us within 14 days of the Return Authorisation email being sent 
  • with a re-stocking fee. See: Restocking Fee
  • except for orders including coloured products such as
    • leather paints, dye stains, colour restoration creams, coloured filler, custom colours.
    • all kitted products containing coloured products
Leather Hero offers an extensive range of colours that are mixed in batches and poured to order. Like the retail giants Bunnings, Mitre 10 and other paint retailers, we cannot accept colours back for refund.  

    Restocking fee

    A restocking fee will be deducted from all Change of Mind returns. This fee covers some of the expenses we incurred in fulfilling your order such as bank fees, packaging, assembly, shipping discounts and administration costs. Fees are calculated as follows:

    • $10 for orders up to $100
    • $20 for orders up to $200
    • $30 for orders up to $300
    • $40 for orders over $400

    Order values include products only and exclude shipping charges. 

    How to arrange and make a return

    Email us at info@leatherhero.com.au and supply your:

    • order number
    • name and address
    • If a Change of Mind return, within 7 days of receiving the goods:
      • confirmation that the products are unopened, unused and in resalable condition. Used products will not be accepted for return
      • a photograph of the goods
      • reason for return
    • If a Warranty Against Defects return, within 7 days of receiving the goods:
      • reason for return (description of defect)
      • photographic evidence of the defect

    The claims process operates as follows:

    1. You contact us to notify and provide supporting evidence 
    2. We review your claim and confirm by email if approved or declined
    3. If approved, 
      • package the goods carefully and securely,
      • include a copy of our reply email as 'Return Authorisation'
      • post the parcel to Leather Hero Pty Ltd, PO Box 401, Mona Vale, 1660, NSW

        4. Within 7 days of receiving the goods, we will inspect the goods and if approved, process a refund. Any refund made will exclude the initial delivery charge. 

    Important

    • Retain the outer packaging
    • Claims without supporting evidence will not be considered and claims that are received more than 7 days after delivery may not be accepted