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Refund policy

Return Options

Exchanges: If we sent you a damaged product or the wrong order by mistake we will exchange the product. The pre-paid return shipping label will be issued by us.

Store-Credit: Just as with an exchange, if we sent you a damaged product or the wrong order by mistake you have the option to request for store credit. The pre-paid return shipping label will be issued by us.

Refunds: If you changed your mind or the product wasn’t what you were expecting, we will refund the invoiced price of the product (price after discounts) and minus the shipping cost. The pre-paid return shipping label will be issued by us.

Applicable Period and Conditions

You have 30 days to return for refunds or 90 days to return for exchange or store credit. Which means you have the said number of days from the date of delivery of your product to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need a copy of the receipt or proof of purchase.

Damages and issues 

Each product in your order will be subject to only one return transaction. Please inspect your entire order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate and resolve the issue.

Returns Process

To start a return, you can contact us at orders@chapteroneleather.ca. If your return request is accepted and approved, we’ll send you a return shipping label, as well as instructions on how to pack your package. Items sent back to us without first requesting a return will not be accepted.

Exchanges Process

Please note that simply requesting an exchange does not qualify an exchange. You need to first return the product in concern and be approved for an exchange. Request for an exchange when returning the product. We will issue a store-credit voucher which will also included free shipping.  

Returns Shipping Conditions

Shipping of products availing the Lifetime Warranty and for returns will be issued a pre-paid shipping label through ChapterOne Leather’s shipping/courier services. Please note that under no circumstances will we reimburse your return freight costs should you decide to ship it on your own expense.

Refunds Process

Please note that simply requesting a refund does not qualify a refund. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. 

All refunds are processed by ChapterOne Leather immediately upon approval back to the original method of payment. The refund process is also subject to the duration taken by the financial institution/company of the original method of payment to process and post the refund which is beyond ChapterOne Leather’s influence or control. If your card has expired or been canceled then the return will be issued as a store-credit.

Exceptions

Certain types of items are non-refundable and we do not accept their return or exchange. They are;

  • custom products (bespoke items, special orders or personalized items), yet the Lifetime Warranty will apply
  • products that are not purchased directly from ChapterOne Leather
  • leather care goods which are liquids, creams/balms, or lotions
  • items with hazardous materials, flammable liquids, or gases
  • sale items or gift cards
  • products that are modified/altered from its original state

Lifetime Warranty

All ChapterOne Leather products made of leather or canvas are subject to our lifetime warranty if damages to the product occurs through the fault or negligence of our craftsmanship provided that the product was used under normal conditions as described below. The lifetime warranty comes into effect on the 91st day from the date of delivery. Until such time the normal Returns and Refund Policy is in effect.

In applying the Lifetime Warranty, we will first assess if the item can be repaired. If repairs are possible the product will be repaired. If the product cannot be repaired, it will be replaced with the current version of the product. If the design, materials and/or colour of the original product is unavailable, we will work with the customer to provide a suitable replacement.

The lifetime warranty covers the following:

  • damages in hardware excluding zippers
  • loose fitting of rivets
  • loosening up of stitching provided the thread is not cut in anyway
  • decay in leather due to poor quality leather panels 

The lifetime warranty of a leather product does not apply if;

  • it is modified or altered from its original state at the time of purchase
  • it is subject to unreasonable use
  • not used as the product was intended to
  • damages are caused by neglect
  • there is normal wear and tear which includes the discolouration of leather due to aging and the development of a patina
  • leather being moulded to a different shape due to consistent use since leather is an obedient natural material

Any items processed under our lifetime warranty will be processed through the ‘Returns Shipping Terms’ in effect at the time the warranty is availed.

Lifetime Warranty is in effect so long as ChapterOne Leather remains in business.

This Policy Inquiries

Please contact us via;

  • Department: Department of Customer Delight
  • Email: onlinestore@chapteroneleather.ca
  • Phone: +1.289.633.3634