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Warranty & Returns Policies

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 of the environment that the products are being used. Therefore, we highly recommend you read our guides on using and caring for the products properly. Or, you are encouraged to reach out to our support team for any inquiries you may have. We really want to help you extend the products for a lifetime.

I. Returns & Exchanges

Below are the policies for Returns and Exchanges with Heritela.

  • Return/Exchange/Full Refund within 7 days, from the day of receiving products.
    • Requires the products to be in new condition with no damage.
    • Not applicable for products with damages caused by customers.
    • Not applicable for Bespoke items.
    • The Customer will pay for shipping the products back. We will still cover the shipping of the replacement as a courtesy.
  • Exchange products within 30 days, from 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 products with damages caused by customers.
    • Not applicable for Bespoke items.
    • The customer will pay for all shipping fees that occur.

 

II. Warranty

Standard warranty policies

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

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

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

For international orders, while the warranty process can be a bit difficult, we are willing to cover a 1-way shipping fee.

III. We reserve the right to reject the warranty if

  • The leather surface is damaged by accidents or intentional impacts such as being scratched or cut by sharp objects.
  • The product is damaged by water unless the product claims to be water-proof.
  • The Customer damaged the products intentionally.
  • The leather surface color and quality have changed over time due to patina.
  • The warranty period has 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 the 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.
  2. We will check and get back to you on the eligibility of the claim.
  3. (If applicable) We will guide you on how to return the items to us.
  4. (If applicable) We will send you the new items if we have them in stock. Otherwise, we will notify you on a date when we will send it 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.

 

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

Thanks a lot!