Policy Overview
We carefully inspect our leather products before dispatch. Customers are responsible for reviewing product specifications, quantities, colours, sizes and customisation details before approving an order.
Returns, refunds or replacements may be considered where:
- The product is defective or damaged
- The product differs materially from the approved specification
- An incorrect product or quantity was supplied
- The return request is submitted within the applicable period
- The customer provides sufficient evidence of the issue
Return Eligibility
To be eligible for consideration, a return request should normally be submitted within seven days of delivery, unless a different period was agreed in writing before the order.
The returned products must:
- Be unused, unworn and unwashed
- Remain in their original condition
- Include original packaging, labels and accessories
- Have no signs of misuse, alteration or customer damage
- Be accompanied by the invoice or order reference
- Have prior written return approval from our team
Meeting these conditions does not automatically guarantee a refund. Every request remains subject to inspection and approval.
Non-Returnable Products
Unless a product is defective or does not match the approved order, the following products are generally not eligible for return:
- Custom-made or personalised leather products
- Products manufactured to buyer specifications
- Products carrying a custom logo, embossing or private label
- Special sizes, colours, materials or finishes
- Used, worn, washed or altered products
- Products damaged after delivery
- Clearance, sample or final-sale products
- Products returned without approval
Damaged or Defective Products
Customers should inspect the shipment immediately after delivery. Any visible damage, manufacturing defect or packaging issue should be reported as soon as possible.
To evaluate the claim, we may request:
- Clear photographs of the damaged product
- Photographs of the packaging and shipping label
- A video showing the reported defect
- The invoice, order number or purchase reference
- The affected product quantity
- A written description of the issue
Customers should keep the products and original packaging until the claim has been reviewed and written instructions have been provided.
Incorrect Products or Quantities
Where the wrong product, colour, size, specification or quantity has been supplied due to an error by Nexa Leather Industry, please notify us promptly.
After verification, we may arrange an appropriate solution, including:
- Replacement of the incorrect products
- Delivery of missing quantities
- Repair or correction where practical
- A partial refund
- A full refund for the affected products
Custom and Made-to-Order Products
Custom orders are manufactured according to specifications approved by the customer. These may include custom materials, measurements, colours, finishes, logos, packaging, branding or private-label requirements.
Once production has started, custom orders cannot normally be cancelled, returned or refunded because they may not be suitable for resale.
A custom product may still qualify for corrective action where it contains a verified manufacturing defect or materially differs from the final approved specifications.
How to Request a Return
Before returning any product, contact our customer support or sales team and provide the required order information.
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1
Contact Our Team
Send your request using the email address shown in the Contact Us section.
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2
Provide Order Details
Include your name, company name, invoice number, order number and delivery date.
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3
Explain the Issue
Clearly describe the reason for the return and the affected product quantity.
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4
Attach Evidence
Include clear photographs, videos or other supporting documents.
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5
Wait for Approval
Do not return products until you receive written return instructions from our team.
Return Shipping
Return shipping responsibility depends on the reason for the approved return.
Where Nexa Leather Industry Is Responsible
Where the return results from a confirmed manufacturing defect, incorrect product or fulfilment error, we may cover or reimburse reasonable return shipping costs according to the agreed method.
Where the Customer Is Responsible
Where a discretionary return is approved for reasons unrelated to a defect or fulfilment error, the customer will normally be responsible for:
- Return shipping charges
- Customs duties and taxes
- Insurance costs
- Packaging expenses
- Any loss or damage during return transit
Products should be securely packed and sent through a trackable and insured delivery service.
Inspection and Approval
After returned products are received, our team will inspect their condition and compare them with the approved order details.
The inspection may consider:
- Whether the product has been used or altered
- The nature and cause of the reported defect
- Whether the product matches approved specifications
- The condition of packaging and accessories
- The returned quantity
- Compliance with the return instructions
We will notify the customer whether the return has been accepted, partially accepted or rejected.
Refunds
Where a refund is approved, it will normally be issued through the original payment method or another mutually agreed method.
Approved refunds may exclude:
- Original shipping charges
- Customs duties and import taxes
- Banking or transaction fees
- Currency conversion charges
- Customisation or production charges already incurred
- Return shipping costs where paid by the customer
Processing times may vary depending on the payment method, banking provider and the customer’s country.
Repairs and Replacements
Depending on the nature of the issue, Nexa Leather Industry may offer a repair, correction or replacement instead of a refund.
The appropriate solution will depend on:
- The type and severity of the defect
- The quantity affected
- Product availability
- Production requirements
- Shipping destination
- The commercial agreement with the customer
Order Cancellations
Cancellation requests should be submitted in writing as soon as possible.
An order may be cancelled without significant charges only where production, material purchasing, branding or preparation has not started.
Where work has already started, Nexa Leather Industry may deduct reasonable costs incurred before approving a cancellation or partial refund.
Custom or bulk orders cannot normally be cancelled after final approval or production commencement.
Natural Leather Variations
Genuine leather is a natural material. Minor differences in grain, texture, shade, markings, softness and surface appearance may occur between pieces or production batches.
These natural characteristics are not necessarily defects and may not qualify a product for return or refund.
Colours displayed on screens may also differ slightly because of lighting, photography, display settings and variations in leather dye absorption.
Wholesale and Bulk Orders
Wholesale, export and bulk-order claims may be subject to separate commercial terms stated in the quotation, pro forma invoice, purchase order or supply agreement.
Customers placing bulk orders are encouraged to:
- Request and approve samples before production
- Confirm measurements, colours and materials in writing
- Approve logos, labels and packaging
- Review production tolerances
- Inspect shipment documents promptly
- Report claims within the agreed contractual period
Where an agreement contains terms that differ from this page, the written order agreement will generally take priority.
Contact Us
To request a return, report a defective product or ask a question about this policy, contact: