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.
Transit Damage
We send tens of thousands of bottled products each year with only 2 or 3 mishaps occurring during transit. In fact, the rate of damaged deliveries is far, far lower than 1% . Our packaging protocols have been approved by Australia Post and are statically proven to be secure and reliable. Leather Hero is not responsible for transit damage.
If your goods are damaged in transit contact us at info@leatherhero.com.au. Include your:
- Leather Hero order number
- name and address
- photographs of the affected products and outer packaging
- itemised list of products that are damaged including the approximate percentage of missing contents
The claims process operates as follows:
- You contact us to notify and provide supporting evidence of the transit damage
- We place a claim with Australia Post
- Australia Post investigates the claim. This can take up to 2 weeks for domestic parcels and longer for international.
- Australia Post reimburses us for the damaged goods
- We resupply the goods to you
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:
- Leather Hero order number
- name and address
- photographs of all of the products we sent you including the outer packaging
- itemised list of the products you received
The claims process operates as follows:
- You contact us to notify and provide supporting evidence of the incorrect supply
- We review your claim and if approved, we will confirm by email
- 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
- 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:
- You contact us to notify and provide supporting evidence
- We review your claim and confirm by email if approved or declined
- 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
Your return responsibilities
You will be responsible for:
- choosing a postal or courier service for your return. Transit insurance is recommended
- return delivery charges (excludes products that are confirmed by us to be defective)
- returns that are lost, stolen or damaged in transit
- ensuring the products are undamaged and secure for transit
- ensuring all products are included in the box