Refund policy

RETURNS:

Changed your mind? Don't stress we are here to help.

We want you to be completely satisfied with your online purchase so If you change your mind for any reason, we’ll gladly accept the return in exchange for a credit note.  The customer is responsible for covering the cost of the shipping back to Chase & Hide.

Please note, Chase & Hide does not refund due to change of mind or if an item does not fit as desired or how you expected it to. Please check the measurements on each product.

- items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached in the original packaging within 7 days or receiving the item. Non-returnable items: Gift Cards, Earrings.

- if you are returning an item that qualified for free shipping your credit note will be deducted by $9.99, covering the cost of the free shipping you originally received.

You will need to cover the postage to send it back to us. >> All returns must be sent to Chase & Hide, Box 407, Grand Central Post Office, Toowoomba QLD 4350 

All items are thoroughly inspected before dispatch to ensure a high level of quality in the products you purchase from us.

Upon Chase & Hide receiving the items they will undergo a quality review and once cleared, you will receive a credit note/Gift card for the purchase price (excluding original shipping cost) directly to the email linked to your purchase. We endeavour to process returns as soon as they are received but please allow up to 5 business days for returns to be processed. 

Chase & Hide is not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number. If you are returning an item that has a fault we will reimburse you $9.99 for shipping the item. If you choose to send express you will incur the extra cost.  

 WHAT IF MY ITEM IS FAULTY?

Our apologies if you have received an item that is not in perfect condition.

Please send us an email immediately at hello@chaseaandhide.com.au with photos of the fault.  We will meet our obligations under the Australian Consumer Law guidelines which states that if a product is found to have a minor fault a free repair will be provided.  Feel free to jump on their website if you have any questions. We do recommend having the item repaired locally and Chase & Hide will reimburse you the amount.(Please keep your receipt as Chase & Hide will need a copy of this). 

You may also choose to send the item back to Chase & Hide to be repaired (Customer will be responsible to cover the shipping costs to have the item returned and posted back out ). We offer for yourself to have it repaired locally as it means less time that you will be without your Chase & Hide purchase as the processing time will be longer (As our repairing is outsourced – or returned to manufacturer). We can recommend Jannusch shoe repairs in Toowoomba for all your leather repair needs.

 If the item cannot be repaired, we will happily replace the item if in stock or process a refund. 

All Chase & Hide products have a 6 Month Warranty for manufactures faults.
*Please note this excludes noticeable fair wear and tear.  Please remember Cowhide & Leather is a natural product, rubbing may result in the hair coming away from the hide and will leave patches and bald spots. 

DO I HAVE TO PAY FOR SHIPPING MY RETURN?

Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the return request, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

Some of our leather is dyed individually, so each product colour will vary from one to the next, making each piece unique! Please note that no two leathers are dyed the same, and colour variances can occur between each batch. Hide marks are not considered a fault. 

HOW WILL I BE REFUNDED IF MY ITEM IS FAULTY AND CAN NOT BE REPAIRED?

Upon receipt of the items, they will be checked to make sure they meet the conditions above and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase.

We endeavor to process refunds as soon as they are received but please allow up to 5 business days for returns to be processed. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.