Returns & Refund policy
At Prime Leather we are dedicated to providing high-quality products and an excellent customer experience. If you are not satisfied with your purchase, our Returns Policy is designed to guide you through the return process. Please carefully read the following information to ensure you understand your rights and responsibilities.
Returns Window
You may initiate a return for items within 30 business days (Mon – Fri) from the date you received your order. To ensure a smooth return process, please notify us as soon as possible.
How to Initiate a Return
Contact Us: Email our customer service team at sales@primeleather.co.nz with your order number and reason for the return. If the item is damaged or defective, please include photos.
Prepare Your Item: Items must be unused, in original packaging, with all tags and labels intact.
Return Method:
Mail returns: sales@primeleather.co.nz
In-store returns: Level 40/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011, New Zealand
Important notice: Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Non-Returnable Items
Certain items are not eligible for return, for example:
Gift cards
Sale items (unless they are defective or damaged)
Items marked as non-returnable at the time of purchase.
Used or worn items that do not meet the ‘unused’ condition requirement.
Personalised or custom-made items cannot be returned unless defective.
Exchanges
If you wish to exchange an item for a different product, please contact us to discuss available options. Exchanges are subject to availability.
- Initiate a Return: Follow the return procedure outlined above for the item you want to exchange.
- Shipping Costs: You are responsible for all shipping charges related to returns and exchanges unless the item is damaged or incorrect.
- Processing Your Exchange: Once we receive your returned item, we will send the replacement item. You will receive a confirmation email once your exchange has been processed.
Damaged or Incorrect Items
If you receive a product that is damaged, defective, or incorrect, please follow these steps:
- Report the issue within 48 hours of receiving the item. Include order number, description, and photos.
- Return Shipping: We will cover return shipping costs for damaged or incorrect items, as well as refund any delivery charges incurred.
- Refund Processing: You can expect a refund in the same form of payment that was used for the purchase within 7 business days (Mon – Fri) of our receiving the returned item.
Refund Processing Time
Refunds are issued back to the original payment method.
Please allow up to 7 business days (Mon – Fri) for processing.
Your bank may take additional time to reflect the refund.
Important notice: If an item does not meet return criteria (e.g. used, missing packaging).
We do not charge a restocking fee.
Contact Information
Should you have any questions about our Return Policy or need assistance, please do not hesitate to contact us:
Company Name: Prime Leather
Address: Level 40/40 Lady Elizabeth Lane, Wellington Central, Wellington 6011, New Zealand
Business Hours: 9 AM – 5 PM (Mon – Fri), (GMT+12:00) New Zealand Standard Time (Auckland)
Email: sales@primeleather.co.nz
Phone: +64 9242 4549
Policy Updates
We may revise our Return and Refund Policy from time to time. We encourage you to review this policy periodically for any updates, as your continued use of our services indicates your acceptance of these changes.
Thank you for shopping with Prime Leather! Your satisfaction is our priority. We appreciate your understanding and cooperation regarding our returns and refund procedures, which help us maintain our commitment to quality.
