Q: DO YOU HAVE A RETURN POLICY OR GUARANTEE?
A: Your complete satisfaction is paramount to us at Hides and Co. If for any reason you are not happy with your purchase after shipping and receiving your item, you may return the item(s) within 7 days of receiving your order for a refund of merchandise cost. Please note that, before we ship out any of our products, we are glad to take pictures to make sure the products you have ordered and photos on our website are close to your expectation. We do our best to avoid any mistakes on our side to offer you the best quality of service.
Q: WHAT ARE THE CONDITIONS FOR RETURN MERCHANDISE TO BE AUTHORIZED?
- The product clearly must not have been used and is in fully resalable condition (no stains, no damage, no abuse).
- All returns must have its original packaging with freight prepaid and insured.
- All returns will be assessed a 5% restocking fee. Returns must be made within 15 days of "Return Authorization" date.
Exceptions: Custom/special orders are non-refundable / non-cancelable.
Any returns MUST BE NOTED, with a full description, on the front of the manifest or bill of lading in order to be recognized as valid. Prior to any returns, customer must contact Hides and Co. for written authorization including a RMA#.
In the event you cancel your item while en route or if the package is considered "undeliverable" by the freight company at destination, you will be responsible for all local storage or shipping and handling cost back to the warehouse. Your credit card will be refunded minus the shipping cost plus a 5% restocking fee once it has been inspected at the warehouse.
Q: WHAT HAPPENS IF MY ORDER OR SPECIAL CUSTOM ORDER IS DAMAGED UPON ARRIVAL?
A: In the event that your product arrives damaged from the freight company, you immediately write down any and all "EXCEPTIONS" on the Delivery Receipt. Please do this prior to the carrier leaving. Our freight is insured and you have every right to file a freight claim with the carrier if they did not handle your products properly. If you see visible damage to the cartons or the product, you can choose to (1) keep the product and file a claim (ask for a claim form from the driver), or (2) refuse the product and have it sent back to the Hides and Co.. It is best to document any problems with a digital camera if possible. If you wish to decline a replacement, a 5% restocking fee will be assessed once the item has been received by the Hides and Co.
Q: WHO DO I NEED TO SPEAK WITH CONCERNING WARRANTY ISSUES?
We will be pleased to assist you in obtaining replacements or repairs in the unlikely event of manufacturer defects. Please contact us.