Refund and Cancellation Policy

Last Updated: 01.03.2025

At Primal Tannery, trading as TanneryHeritage, we take great pride in producing high-quality, custom-made leather goods. As each order is handcrafted to meet the unique needs of our clients, our Refund and Cancellation Policy is designed to ensure fairness, transparency, and customer satisfaction.

  1. Custom-Made Orders

All items are custom-made based on your specific request and design approval. Due to the bespoke nature of our products, cancellations and refunds are subject to the conditions outlined below.

  1. Order Cancellation
  • Before Production Starts:
    You may request a cancellation within 24 hours of confirming your order and before production begins. In this case, your deposit or full payment will be refunded in full.
  • After Production Has Started:
    Once production begins (typically within 1–2 business days after agreement), cancellations may not be accepted. However, we encourage you to contact us as soon as possible if you need to make changes, and we will do our best to accommodate your request.
  1. Refunds and Eligibility
  • Refunds are considered under the following circumstances:
    Manufacturing Defects or Errors:
    If the product you receive contains clear defects or does not match the final approved design, you are eligible for a full refund or a replacement.
  • Damage During Shipping:
    If your product is damaged during transit, please contact us within 48 hours of delivery with photos of the damage. We will either replace the item or issue a refund, depending on your preference.
  • Incorrect Product Delivered:
    In the rare case you receive the wrong item, we will cover return shipping and arrange either a replacement or refund.

Note: As all products are custom-made, we cannot offer refunds for change-of-mind returns once the item is produced and approved.

  1. Return Process
  • If you are eligible for a return or refund, please follow these steps:
    Contact us at [email protected] within 7 days of receiving your order.
  • Provide your order number, a brief explanation of the issue, and clear photos if applicable.
  • Once approved, we will provide return instructions or proceed with the refund/replacement process.
  1. Refund Timelines
  • Approved refunds will be processed within 5–10 business days to the original payment method.
  • Refunds for payments made via bank transfer or invoice may take slightly longer, depending on your bank’s processing time.
  1. Non-Refundable Items

The following are non-refundable:

  • Custom-made or personalized items (unless defective or incorrect)
  • Gift cards or promotional items
  • Any item returned more than 14 days after delivery without prior approval
  1. Shipping Costs
  • Return shipping is covered only if the product is defective, damaged, or incorrect.
  • For all other returns (if approved), customers are responsible for return shipping costs.
  1. Invoicing and Payment Terms
  • Orders are billed via invoice, and payment must be completed before production or dispatch unless otherwise agreed in writing.
  • Invoices include all costs, including agreed shipping and customizations.
  1. Contact Information

If you have any questions about our Refund and Cancellation Policy, please get in touch with our customer service team:

Important Information for Compliance

We take security seriously tanneryheritage.com. All payments are processed through secure third-party payment processors that comply with the Payment Card Industry Data Security Standard (PCI DSS). By using these services, Primal Tannery LTD ensures that all payment transactions are protected.
Dispute Resolution: For disputes related to payments or refunds, Primal TanneryLTD follows the dispute resolution procedures set by the third-party payment processors used on the website.
Data Storage and Handling: We do not store sensitive payment information like credit card numbers. All such data is processed and stored by third-party payment processors, which comply with industry standards to protect payment data.