Cancellation Policy

1. Introduction

At Prime Leather, we strive to provide our customers with a seamless shopping experience. We understand that sometimes circumstances change, and you may need to cancel an order. To ensure transparency and fairness, we have outlined our cancellation policy below.

This policy explains:

The conditions under which you can cancel an order

The process for requesting a cancellation

How refunds are handled

Any exceptions that may apply

By placing an order on our website, you agree to the terms outlined in this policy.

2. Cancelling an Order

2.1 Cancellation Before Dispatch

To cancel your order, please contact our customer service team as soon as possible at Email: sales@primeleather.co.nz or call us at Phone: +64 9242 4549. We can only cancel orders that have not yet been processed. Once your order has been processed and shipped, cancellation is no longer possible.

If your order has not yet been processed or shipped, we will cancel it immediately and issue a refund to your original payment method.

To request a cancellation, please contact us via:

Email: sales@primeleather.co.nz

Phone: +64 9242 4549

2.2 Cancellation After Dispatch

Once your order has been dispatched, it cannot be cancelled. However, you may return the item under our Returns & Refunds Policy after receiving it.

If you refuse delivery or do not collect your package, it will be considered a return, and any return shipping fees may be deducted from your refund.

3. Refund Processing for Cancellations

If your cancellation request is approved, the refund process will be as follows:

Refunds are issued to the original payment method used during the purchase.

Processing times vary by payment provider, but refunds typically take 7 business days (Mon – Fri) to reflect in your account.

If you paid using Visa, MasterCard, American Express, PayPal, Maestro , the refund will be processed according to the provider’s policies.

4. Refund Deductions (if applicable)

In certain cases, deductions may apply to your refund:

If a dispatched order is returned due to refusal of delivery, a return shipping fee may be deducted.

If the returned item is damaged or missing components, a restocking fee may apply.

If your cancellation involves a personalized or custom-made product, a partial refund may be offered at our discretion.

5. Special Conditions & Exemptions

Certain products and services cannot be cancelled or refunded due to their nature, including:

Customized or personalized items (e.g., engraved products, made-to-order items).

Perishable goods (e.g., food, beverages, supplements, health & wellness products).

Clearance or final sale items (marked as non-refundable).

Gift cards and vouchers.

If you are unsure whether your item qualifies for cancellation, please contact our support team at Email: sales@primeleather.co.nz or call us at Phone: +64 9242 4549 before making a purchase.

6. How to Request a Cancellation

To request a cancellation, please provide the following details when contacting us:

Full Name:

Order Number:

Date of Purchase:

Reason for Cancellation:

You can reach us via:

Email:  sales@primeleather.co.nz  

Phone: +64 9242 4549

Business Hours: 9 AM – 5 PM (Mon – Fri), (GMT+12:00) New Zealand Standard Time (Auckland)

Address: Level 40/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011, New Zealand

We will review your request and respond within 48 business hours.

7. Contact Us

If you have any questions regarding our Cancellation Policy, please feel free to reach out to us. Our customer support team is happy to assist you with any concerns.

Business Name: Prime Leather

Address: Level 40/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011, New Zealand

Email: sales@primeleather.co.nz

Phone: +64 9242 4549

Business Hours: 9 AM – 5 PM (Mon – Fri), (GMT+12:00) New Zealand Standard Time (Auckland)

We appreciate your understanding and cooperation. Thank you for shopping with Prime Leather!