Returns Policy | Warranty
Primehide Leather takes great pride in the design and craftsmanship of all its products. We seek to use only the finest materials and the highest manufacturing standards.
In the unlikely event that a Primehide product does not match up to our high standards, we will try our hardest to address the problem. Our Handbags, Small Leather Goods, Travel Bags and Accessories, carry a 12-month warranty from the original date of purchase. If within this period you find fault with your product, we offer a repair or replacement service at no extra cost to you.
Our leather, as with all-natural materials, will occasionally have unique characteristics such as small scars, creases, and variations in the colour which are not considered defects. Warranty covers you against defects in material or workmanship. This warranty is void if the leather product has been damaged by accident, negligence, unauthorised service, or other factors not due to defects in materials or workmanship, or a valid proof of purchase is not included.
If you find an issue with your product within the warranty period, please see our Repairs and Replacements section.
Repairs and Replacements
Primehide products are made to the highest standards, with rigorous quality control checks made throughout the manufacturing process. If your goods become faulty over time, please be aware that leather is a natural product and a level of marking on the hide is to be expected. We consider this an important aspect of each Primehide product’s individuality.
Where products do not perform to expected quality standards, we offer a 12-month warranty from the original date of purchase.
To arrange an assessment for your product, please email [email protected] with full details of the fault, including proof of purchase.
We provide a repairs service for your products through our factory. If a repair is possible, any work will be carried out free of charge if the product is still in the warranty period. The repairs service is also available to products outside of their guarantee period for a nominal fee.
If the Repairs team believes that your product can be repaired, we will get in touch with a quote for the work and ask if you wish to proceed. If your product is still inside the warranty period and you have proof of purchase, you will not be charged for the repair.
Our repair timescales can vary dependent upon the exact nature of the repair required. Each product is assessed thoroughly on a case by case basis.
Alternatively, if you request a refund or replacement due to faulty goods, we will first assess the faulty products. If appropriate we will refund you the value of the product, or action a replacement for which you will not be charged additional postage. Please allow 5 to 7 working days turnaround time for replacements.
Components and Alternatives
We have an extensive collection of components and leathers, but there are occasions where components are no longer part of the collections and are not available to re-order, or our supply of original leather has been exhausted. If either of these circumstances applies, we would be happy to offer a closest alternative wherever possible. If a direct replacement is not available, an item of equal value will be provided based on the purchase price paid. We strive to ensure every repair is carried out to the highest quality standard and always aim for the nearest possible leather or component match to an individual bag.
Warranty Exclusions and Limitations
Any warranty claims associated with the below list are not considered manufacture defects and are not covered within our policy.
User wear and tear from normal use such as:
Misuse, neglect, abuse or accidental damage such as: