Refund policy

If your order has an error, we will provide a replacement and correct your order at no extra cost to you. If any of the products are defective, we will provide either a replacement or a refund. We will arrange pick up and return delivery for you and products must be in their original condition with all original packaging. Please email us within 14 days of delivery if this is the case with photo evidence. Please note we will not provide a refund for any reasons other than defective products.

With non-Australian orders, please clearly mark the package 'RETURNED GOODS' to avoid any customs charges at the Australian Border. We are not responsible for any return customs charges. Any charges incurred are the responsibility of the customer and the return or refund will not be processed until they are paid in full. We do not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery made.

For each order, one exchange of the same product is allowed with return delivery at the buyer’s expense. We recommend insuring the shipping and providing a tracking number as we can’t process the exchange unless the products return safely to us in their original condition and packaging. Please kindly note non-Australian orders can't be exchanged, only refunded if there are any issues with the order.

If a package is not delivered successfully and not subsequently collected at your local depot within 14 days the item might be returned to us automatically. We reserve the right to charge you a handling fee to cover shipping and handling fees.

Please note “seconds” products are final sale items and cannot be refunded or exchanged. Please ensure that you understand the condition of the products before purchasing.

Please send returns and exchanges to:

Ngaio Leather Co.

302/60 Broadway, Elwood 3184, Victoria, Australia