Warranty & Returns policies

Our products are classified into the 3 categories according the way they are sold:

1. Ready-to-Wear (RTW): already in stock.
2. Made-to-Order (MTO): out of stock but you can pre-order.
3. Bespoke: Designed and crafted as per your request.

As these Warranty policies are designed to deliver the best shopping experience for you, we are, unfortunately, not able to control 100% the way you use or the natural impact from the environment that the products are being used. Therefore, we highly recommend you to read our guides on using and caring the products properly. Or, you are encouraged to reach out to our support team on any inquiries you may have. We really want to help you extend the products to a lifetime.

I. Returns & Exchanges

Below are the policies for Returns and Exchanges with Heritela.

• Return/Exchange/Full Refund within 7 days, since the day of receiving products.
  • Requires the products to be in new condition with no damage.
  • Not applicable for damages or issues from customers.
  • Not applicable for Bespoke orders.
  • Customer will pay for shipping the products back. We will still cover the shipping of replacement as a courtesy.
• Exchange products within 30 days, since the day of receiving products.
  • Requires the products to be in new condition with no damage.
  • Not applicable for watch straps, due to hygiene reasons.
  • Not applicable for damages or issues from customers.
  • Not applicable for Bespoke orders.
  • Customer will pay for all shipping fees that occur.
• Discounted price for fixing items, for life.
  • 30% off for items purchased from Heritela.
  • 15% off for others.

II. Warranty

Standard warranty policies

• We offer 1-year guarantee, starting from the day the product is bought, for
  • Leather watch straps
• We offer 2-year guarantee, starting from the day the product is bought, for
  • Leather Belts
  • Wallets
  • Bags

We warrant that the new products are free from manufacturer’ defects including:

• Leather surface is popped, cracked or damaged because of not being genuine leather.
  • We offer free replacement or 200% refund.
  • Note: The average age of genuine leather can be between 5 to 7 years. However, it depends on your habits of using and storing the leather goods.
• Threads, edge paint are damaged, with normal use.
  • We offer free fix.
• The structure is damaged, with normal use. That may include layers coming apart or hardware is broken
  • We offer free fix or free replacement.

For international orders, while the warranty process can be a bit difficult, we are willing to cover 1-way shipping fee. Also, we can offer flexible solutions on a case by case basis.

III. We reserve the rights to reject warranty if

• Leather surface is damaged by accidents or intentional impacts such as being scratched by sharp objects.
• The product is damaged by water, unless the product claims to be water-proof.
• You damaged the products intentionally.
• The leather surface color and quality has been changed over time due to patina.
• The warranty period is expired.

**Patina: After using leather for a while, your body oil, heat and humidity will change the color and the structure of the leather’s surface to create, usually, darker areas. The areas are called patina effect.

IV. How to claim Warranty & Return/Exchange

1. Contact us using one of the methods below:
   • Fill in the form on the Contact Us page.
   • Message us on Facebook: https://www.facebook.com/heritela
   • Send us a message on WhatsApp: +84 98 666-7056.
   • Visit our store.
2. We will check and get back to you on the eligibility of the claim.
3. We will guide you on how to return the items to us.
4. We will send you the new item if we have them in stock. Otherwise, we will notify you on a date where we will send out.

You may asked to provide the following information during the process

• Your full name
• Order number
• Email address
• Phone number
• Reasons for exchange/warranty
• Images of  the product in hand.

V. Free Clean & Conditions

All leather products are eligible for 2 free Clean and Conditions sessions within the first 2 years since the purchasing day.

The process of Clean and Conditions include

• Cleaning in and out to remove dust, debris and stains.
• Deep conditioning to restore moisture.
• Restore the color and the sheen (if possible).

We only use the reputable agents for cleaning such as Saphir (France) and Tarrago (Spain).

For international order, we will cover 1-way shipping fee as a courtesy.

For immediate assistance, please feel free to reach out to us via:

• Hotline/WhatsApp: +84 098 666 7056
• Email: [email protected]
• Facebook page

Thanks a lot!