Effective Date: October 3, 2026
At tilbaleather, we want you to be satisfied with your purchase. This Return Policy explains the conditions and process for returning leather goods purchased through our website.
We offer free returns within 30 days, subject to the conditions outlined below.
1. Return Window
You may request a return within 30 days of receiving your order.
The 30-day return period begins on the date your order is delivered.
To qualify for a return, you must contact us within the applicable 30-day return window and follow the return instructions provided by our customer support team.
2. Eligibility for Returns
To be eligible for a return, the item should generally:
- Be returned within the 30-day return period
- Be in its original condition
- Be unused or unworn
- Not show signs of unnecessary use or damage
- Include original packaging where reasonably possible
- Include any accessories, documentation, or items supplied with the original order
Items returned in a condition that differs significantly from the condition in which they were received may be subject to review.
3. Free Returns
We offer free returns for eligible orders.
If your return is approved, we will provide instructions for returning the item.
You should follow the return instructions provided by our customer support team to ensure that the return can be processed correctly.
We do not recommend sending a return to an address that has not been provided or confirmed by our customer support team.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from the item you ordered, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs of the item and packaging where applicable
- Any other information reasonably required to investigate the issue
We will review the situation and provide appropriate instructions.
Where an item is confirmed to have been damaged, defective, or incorrectly supplied, we will work with you to provide an appropriate resolution in accordance with applicable law.
5. Items That May Not Qualify for Return
A return may not be accepted where an item:
- Is returned after the 30-day return period without an applicable legal right
- Has been intentionally damaged
- Shows excessive signs of use beyond what is reasonably necessary to inspect the product
- Has been altered or modified after delivery
- Is missing essential components supplied with the order
- Cannot reasonably be identified as an item purchased from us
These exclusions do not limit any mandatory consumer rights that apply under applicable law.
6. Personalized or Customized Products
If we offer personalized, customized, or specially made products, such products may be subject to different return conditions where permitted by applicable law.
Any applicable restrictions will be communicated before or during the purchase process.
Mandatory statutory rights remain unaffected.
7. Return Request Process
To request a return, please contact our customer support team.
Include the following information:
- Full name
- Order number
- Email address used for the order
- Product you wish to return
- Reason for the return
- Photographs where relevant
After reviewing your request, we will provide the applicable return instructions.
8. Return Shipping
Eligible returns are free of charge.
Where a return shipping label or other return method is provided by us, please use the method specified in the return instructions.
If you arrange a return using an alternative shipping method without prior authorization, we may not be able to reimburse those costs unless required by applicable law.
9. Packaging Your Return
Please package the item securely so that it is adequately protected during transportation.
Where reasonably possible, use the original packaging.
You are responsible for ensuring that the returned product is appropriately packaged before handing it to the return carrier.
10. Return Inspection
Once we receive your returned item, it may be inspected to confirm that it meets the applicable return conditions.
The inspection may consider:
- Product condition
- Signs of use
- Damage
- Missing components
- Original packaging
- Whether the returned product corresponds to the original order
We will process eligible returns after the necessary inspection has been completed.
11. Refunds After an Approved Return
Once your return has been approved, an applicable refund will generally be issued to the original payment method used for the purchase.
Our standard refund processing time is:
4–6 business days after the refund has been processed.
The time required for the refunded amount to appear in your account may vary depending on Stripe, your bank, card issuer, or other financial institution.
12. Refund Amount
For an approved return, the applicable purchase amount will be refunded in accordance with our Return Policy and applicable law.
Where applicable, refunds may exclude amounts that cannot legally be refunded or amounts relating to services already properly provided.
Nothing in this policy limits mandatory consumer rights.
13. Returns for Change of Mind
If you change your mind about a purchase, you may request a return within our 30-day return window, provided that the product satisfies the applicable return conditions.
The item should be returned in its original condition and without unnecessary signs of use or damage.
14. Exchanges
If you would like to exchange an item, please contact our customer support team.
Depending on product availability and the circumstances of the request, we may provide instructions for returning the original item and placing a new order.
Any mandatory legal rights regarding replacement or remedies remain unaffected.
15. Late Returns
Return requests received after the 30-day return window may not qualify under our voluntary return policy.
However, this does not affect any statutory consumer rights or remedies that may apply under applicable law.
16. Return Delivery Issues
If you have been provided with a return shipping method and experience a problem during the return shipment, contact us as soon as possible.
Keep any return tracking information or proof of shipment until the return has been completed.
We may request tracking information or proof of shipment when investigating a return.
17. Consumer Rights
This Return Policy does not limit any rights you may have under applicable consumer protection or other mandatory laws.
Where applicable, statutory rights concerning defective, faulty, damaged, or incorrectly supplied products remain available regardless of the voluntary return conditions described in this policy.
18. Fraudulent or Abusive Returns
We reserve the right to investigate unusual or potentially fraudulent return activity.
Where permitted by law, we may refuse a return request where there is reasonable evidence of fraud, intentional abuse of the return process, or misuse of our return policy.
This does not affect mandatory statutory rights.
19. Changes to This Return Policy
We may update this Return Policy from time to time to reflect changes to our business, products, return procedures, or applicable legal requirements.
Any changes will be posted on this page, and the updated Effective Date will appear at the beginning of the policy.
20. Contact Us
If you have questions about a return, damaged product, defective item, exchange, or refund, please contact our customer support team.
We are available through the contact information provided below.
21. 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)