Return & Refund Policy

At LeatherHex, we want customers to shop with confidence. This Return & Refund Policy explains when an item may be returned, how refunds are processed, which items are not eligible for return, and what to do if you receive a damaged, incorrect, or defective product.

Please read this policy carefully before placing your order. By purchasing from LeatherHex.com, you agree to the return and refund terms described below.

1. Business Information

LeatherHex
Building Q-05 Shop 10
France Cluster
Dubai, 25314
United Arab Emirates

Customer Support Email: [email protected]

2. Return Window

Eligible items may be returned within 30 days of delivery. The return request must be submitted within this 30-day period.

Items returned after the 30-day return window may not be accepted unless approved by LeatherHex in writing.

3. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

• The item must be unused and unworn.
• The item must be unwashed and unaltered.
• The item must be free from stains, odor, marks, damage, or signs of wear.
• The item must be returned in its original condition.
• Original packaging, tags, labels, and accessories should be included where applicable.
• The return request must be approved by LeatherHex before the item is sent back.

LeatherHex reserves the right to refuse a return if the item does not meet the conditions listed above.

4. How to Start a Return

To request a return, please contact us at [email protected] within 30 days of delivery.

Please include the following information in your return request:

• Your full name
• Order number
• Email address used for the order
• Product name
• Reason for return
• Clear photos of the item, if there is a defect, damage, or incorrect item issue

Once your request is reviewed, we will provide return instructions if the item is eligible. Please do not send any item back without contacting us first.

5. Return Shipping Cost

For standard returns, the customer is responsible for return shipping costs unless the return is due to an error by LeatherHex, such as receiving an incorrect or defective item.

Return shipping costs are non-refundable unless otherwise approved by LeatherHex.

We recommend using a trackable shipping service when returning an item. LeatherHex is not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address by the return courier.

6. Return Address

Return instructions and the return address will be provided after your return request is reviewed and approved.

Please do not send returns to our business address without approval. Returns sent without prior authorization may not be accepted or processed.

7. Refund Processing

Once your returned item is received, it will be inspected to confirm that it meets our return eligibility requirements.

If the return is approved, the refund will be issued to the original payment method used at checkout.

Please allow time for your bank, card provider, or payment processor to post the refund to your account. Processing times may vary depending on the payment provider.

8. Refund Amount

Approved refunds are normally issued for the product price paid by the customer.

Original shipping charges, expedited shipping fees, customs duties, import taxes, handling fees, or other third-party charges may not be refundable unless the refund is required because of an error by LeatherHex.

If a partial refund is approved, the refund amount will be confirmed by email before or during processing.

9. Restocking Fee

LeatherHex does not charge a standard restocking fee for eligible returns returned in original condition.

However, if an item is returned with signs of use, missing packaging, odor, stains, damage, or missing accessories, the return may be refused or a partial refund may be issued depending on the condition of the item.

10. Non-Returnable Items

The following items are not eligible for return unless they are incorrect, defective, or damaged due to our error:

• Custom-size jackets
• Personalized products
• Made-to-measure items
• Final sale items
• Used, worn, washed, altered, or damaged items
• Items with stains, perfume, smoke odor, pet hair, or visible signs of wear
• Items returned after the 30-day return window
• Items returned without prior approval

11. Custom Size Orders

Custom-size products are prepared according to the measurements provided by the customer. Because these items are made or adjusted for a specific size requirement, they may not be eligible for return or exchange unless there is a confirmed defect or order error.

Customers are responsible for providing accurate measurements when selecting custom size. Please review your measurements carefully before placing a custom-size order.

12. Exchanges

Exchanges may be available depending on product availability, item condition, and the reason for exchange.

If you need a different size, color, or style, please contact us at [email protected] before sending the item back.

Customers may be responsible for return shipping and reshipping costs unless the exchange is needed because of an error by LeatherHex.

If the requested replacement product is unavailable, we may offer another suitable option or process a refund according to this policy.

13. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible after delivery at [email protected].

Please include your order number and clear photos showing:

• The full product
• The damaged or defective area
• The packaging, if it arrived damaged
• The shipping label, where relevant

After reviewing the issue, LeatherHex may offer a replacement, repair solution, exchange, return instructions, or refund depending on the situation.

14. Items Damaged After Delivery

LeatherHex is not responsible for damage caused by normal wear, misuse, improper care, washing, alteration, accidental damage, exposure to harsh chemicals, incorrect storage, or third-party repair attempts after delivery.

Please follow care instructions provided on the product page or label where available.

15. Order Cancellation

If you want to cancel an order, please contact us immediately at [email protected].

Orders can only be cancelled if they have not yet entered processing, preparation, customization, packing, or shipping.

Once an order has been processed, prepared, customized, or shipped, cancellation may no longer be possible.

16. Refused Deliveries

If a customer refuses delivery without prior approval from LeatherHex, the package may be returned by the courier. In such cases, shipping charges, return shipping fees, customs charges, handling fees, or other courier costs may be deducted from any eligible refund.

17. Packages Returned to Sender

A package may be returned to sender because of an incomplete address, incorrect address, failed delivery attempts, customer unavailability, unpaid customs charges, refusal of delivery, or failure to collect the package from the courier.

If your package is returned to us, we will review the case and contact you with available options. Reshipping may require an additional shipping fee.

18. Late or Missing Refunds

If your refund has been approved but has not appeared in your account yet, please allow time for your bank or payment provider to process it.

You may also check with your card provider, bank, or payment service. Refund posting times can vary depending on the payment method.

If you still have questions after checking with your payment provider, contact us at [email protected].

19. Return Review and Final Decision

All returns are reviewed after the item is received. LeatherHex reserves the right to refuse a return, issue a partial refund, or return the item to the customer if the item does not meet our return requirements.

Examples include items that are worn, damaged, altered, washed, stained, missing parts, returned late, or returned without approval.

20. Customer Support

If you have any questions about returns, refunds, exchanges, damaged items, or order issues, please contact us:

LeatherHex
Building Q-05 Shop 10
France Cluster
Dubai, 25314
United Arab Emirates

Email: [email protected]

Effective Date: 2026