Effective Date: October 3, 2026
At tilbaleather, we aim to provide a straightforward and transparent refund process for customers who purchase our leather goods. This Refund Policy explains when refunds may be available, how refunds are processed, and how long it may take for refunded funds to reach your account.
1. Refund Eligibility
You may be eligible for a refund when:
- You return an eligible item within our 30-day return window
- The returned product meets the applicable return conditions
- You receive an item that is damaged, defective, or incorrect
- A refund is otherwise required under applicable consumer protection laws
- We approve a refund following our return review
Our Refund Policy does not limit any mandatory consumer rights available to you under applicable law.
2. 30-Day Refund Window
Our voluntary return and refund period is 30 days from the date your order is delivered.
To request a refund under our voluntary return policy, you should contact us within this 30-day period and follow the return instructions provided by our customer support team.
3. Free Returns
We offer free returns for eligible returns.
If your return is approved, we will provide the applicable return instructions.
Please do not send a return to an address that has not been provided or confirmed by our customer support team.
4. Refunds for Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible.
To help us review the issue, we may request:
- Order number
- Full name
- Description of the issue
- Photographs of the product
- Photographs of the packaging where relevant
- Other information reasonably necessary to investigate the issue
After reviewing the circumstances, we may provide a refund or another appropriate remedy in accordance with applicable law.
5. Refunds for Change of Mind
If you change your mind about a purchase, you may request a return and refund within the 30-day return window, provided the product satisfies the applicable return conditions.
The product should generally be:
- Unused or unworn
- In its original condition
- Free from unnecessary damage or signs of use
- Returned with original packaging where reasonably possible
- Returned with accessories or other components supplied with the order
Products that do not meet the applicable return conditions may require further review.
6. Refund Process
To request a refund, please contact our customer support team with:
- Your full name
- Order number
- Email address used for the order
- Product being returned
- Reason for the return
- Photographs or supporting information where applicable
Once your request has been reviewed, we will provide the necessary return instructions if a return is required.
After the returned product has been received and approved, the applicable refund will be processed.
7. Refund Processing Time
Once a refund has been approved and processed, our standard refund processing time is:
4–6 business days.
The time required for the funds to appear in your account may vary depending on Stripe, your bank, card issuer, or other financial institution.
A refund may therefore take longer to appear in your account after we have initiated the refund.
8. Original Payment Method
Approved refunds will generally be issued to the original payment method used to place the order.
Since payments on our website are processed through Stripe, the refund may be processed through Stripe before being credited by your bank or financial institution.
We cannot normally redirect a refund to a different payment method unless required or permitted by applicable law.
9. Partial Refunds
In certain circumstances, only a partial refund may be appropriate where permitted by applicable law.
This may apply where:
- Only part of an order is eligible for a refund
- A returned product is missing components
- A product has been damaged after delivery due to circumstances attributable to the customer
- Other circumstances justify a partial refund under applicable law
We will communicate the applicable refund amount where a partial refund applies.
Mandatory consumer rights remain unaffected.
10. Refunds for Cancelled Orders
If an eligible order is cancelled before fulfillment and a refund is applicable, the applicable payment will generally be refunded through the original payment method.
If an order has already been processed or shipped, cancellation may instead be handled through our Return Policy.
11. Refunds for Failed or Cancelled Transactions
If a payment is unsuccessful or an order is cancelled before the payment is successfully captured, there may be no completed payment requiring a refund.
If you see a pending authorization or temporary hold on your payment method, the release of that authorization may depend on Stripe or your bank or card issuer.
12. Shipping and Refunds
We offer free shipping throughout Germany.
For eligible returns under our voluntary return policy, return shipping is also free.
Our standard delivery estimates are:
- Handling time: 1–2 business days
- Transit time: 3–4 business days
- Estimated total shipping time: 4–6 business days
These delivery estimates do not determine whether a refund is available.
13. Non-Returnable or Ineligible Items
A refund under our voluntary return policy may not be available where a product:
- Is returned after the 30-day return period
- Has been intentionally damaged
- Has been substantially altered or modified
- Shows excessive use beyond reasonable inspection
- Is missing essential components
- Cannot reasonably be identified as an item purchased from us
These exclusions do not restrict mandatory statutory rights.
14. Personalized or Customized Products
If personalized, customized, or specially made leather goods are offered, different refund conditions may apply where permitted by applicable law.
Any applicable restrictions will be communicated before or during purchase.
Mandatory consumer rights remain unaffected.
15. Refunds and Promotions
If a returned item was purchased as part of a promotion, discount, bundle, or other special offer, the refund amount may be calculated according to the applicable terms of that promotion.
We will provide the refund amount applicable to the returned product or order.
16. Refunds for Incorrect Orders
If you receive a product that does not match the product you ordered, please contact us.
We may request photographs and order information so that we can verify the issue.
If the incorrect item was supplied by us, we will provide an appropriate resolution in accordance with applicable law.
17. Return Inspection
Returned items may be inspected before a voluntary refund is approved.
The inspection may consider:
- Condition of the product
- Signs of use or damage
- Accessories and components
- Packaging
- Whether the returned product corresponds to the original order
Refunds will be processed after the applicable review has been completed.
18. Payment Provider
Payments and applicable refunds are processed using Stripe.
Third-party processing times may vary.
We are not responsible for delays caused solely by a bank, card issuer, Stripe, or another financial institution, although we will make reasonable efforts to assist when a payment or refund issue occurs.
19. Chargebacks and Payment Disputes
If you believe a charge or refund is incorrect, please contact us before initiating a payment dispute where possible.
We will review the transaction and work to resolve legitimate payment concerns.
Nothing in this section prevents you from exercising any legal rights or protections available to you.
20. Fraudulent or Abusive Refund Requests
We may review unusual refund activity to prevent fraud or misuse of our refund process.
Where permitted by law, we may decline a voluntary refund request where there is reasonable evidence of fraudulent activity, intentional damage, or abuse of the refund process.
This does not affect mandatory statutory consumer rights.
21. Consumer Rights
This Refund Policy does not limit or exclude any mandatory rights or remedies available under applicable consumer protection laws.
If a product is defective, faulty, unsafe, incorrectly described, or otherwise subject to a mandatory legal remedy, those rights remain unaffected by this policy.
22. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes to our business, payment processes, products, refund procedures, or applicable legal requirements.
Any updates will be posted on this page, and the Effective Date will be updated accordingly.
23. Contact Us
If you have questions about a refund, return, payment, or refund status, please contact our customer support team using the information below.
24. Business Information
Business Name: tilbaleather
Legal Business Name: Tilba Leather
Contact Number: +61410306111
Business Address: 24 Bate St, Central Tilba NSW 2546
Support Email: info@tilbaleather.shop
Live Chat Support: 24/7
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM
Time Zone: Australian Eastern Standard Time (AEST)