Portlandleathergoods Refund Policy

At Portlandleathergoods, we want you to love your Handmade Tote Bag, Purse, Leather Journal, or Backpack as much as we loved crafting it. If for any reason your purchase doesn’t meet your expectations, this Refund Policy outlines the terms, eligibility, and process for requesting a refund—ensuring transparency and fairness every step of the way.

1. Eligibility for Refunds

To qualify for a refund, your item must meet the following criteria:

  • Timing: The refund request must be submitted within 30 days of the delivery date (we use the delivery confirmation date from our shipping partner as reference).
  • Condition: The item must be in its original, unused condition—free of scratches, stains, wear, or modifications (e.g., no personalized engravings added post-purchase, no leather conditioning products applied). Original packaging (such as dust bags for Purses/Backpacks, tissue paper for Leather Journals, and product tags) must also be included.
  • Proof of Purchase: You must provide your original order number (found in your order confirmation email) and, if requested, photos of the item and its packaging to verify condition.

Exceptions (No Refunds Applicable)

Certain items are final sale and not eligible for refunds, due to their handmade or personalized nature:

  • Custom/Personalized Goods: This includes monogrammed Tote Bags, engraved Leather Journals, or made-to-order items (e.g., a Backpack in a custom leather color). These pieces are crafted specifically for your preferences and cannot be resold.
  • Used or Damaged Items: Items showing signs of wear (e.g., scuffed leather from use, broken hardware due to mishandling) or missing original packaging/tags.
  • Late Requests: Refund requests submitted after the 30-day delivery window.

2. How to Request a Refund

Follow these steps to submit a refund request:

  1. Initiate Contact: Email our customer service team at [email protected]. In the email, include:
  • Your full name and shipping address (matching the order details).
  • The order number and delivery date.
  • A clear reason for the refund (e.g., “item doesn’t fit,” “unexpected color variation” – note: minor leather grain/color differences are normal for handmade goods and not grounds for refund unless they differ drastically from the product listing).
  • Photos of the item (front, back, and any relevant details) and its original packaging (to confirm unused condition).
  1. Receive Approval & Return Instructions: Our team will review your request within 2 business days. If approved, we’ll send a prepaid return shipping label (for U.S. orders) and detailed instructions on how to package and send the item back. For international orders, we’ll provide return shipping guidelines, but you may be responsible for return shipping costs (we’ll confirm this in our response).
  2. Ship the Item Back: Package the item securely (using the original packaging if possible) and send it to the address provided in our instructions. Please include a copy of your order confirmation or a note with your order number inside the package to ensure we can link the return to your request.
  3. Inspect & Process Refund: Once we receive your returned item (allow 5–7 business days for delivery and inspection), our team will verify it meets the refund eligibility criteria. If approved, we’ll process the refund to your original payment method within 3 business days.
  • Refunds for credit/debit card payments typically take 3–5 business days to appear in your account (timing depends on your bank).
  • Refunds for PayPal or other digital payment methods usually reflect within 24–48 hours.

3. Refund for Defective or Incorrect Items

If you receive an item that is defective (e.g., loose stitching, faulty hardware, or a manufacturing error) or incorrect (e.g., you ordered a Tote Bag but received a Purse), we’ll resolve this promptly at no cost to you:

  • Defective Items: We offer a full refund, free repair, or replacement—whichever you prefer. You won’t be responsible for return shipping costs, and we’ll prioritize processing your request (typically resolved within 7–10 business days).
  • Incorrect Items: We’ll send the correct item at no extra charge and provide a prepaid label for you to return the incorrect item. Once we receive the incorrect item, we’ll confirm and finalize the exchange (no refund needed unless you prefer one).

To request a refund for a defective or incorrect item, follow the same contact process above, and be sure to include photos of the defect or incorrect item to help us resolve the issue faster.

4. Partial Refunds

Partial refunds may be offered in specific cases, such as:

  • Damaged During Return: If the item is damaged while being shipped back to us (and the damage is not due to our shipping label or instructions), we may offer a partial refund based on the extent of the damage (we’ll provide photos of the damage and a refund breakdown for your review).
  • Missing Accessories: If the item is returned without essential accessories included in the original purchase (e.g., a Leather Journal’s bookmark, a Backpack’s dust bag), we may deduct a small fee (equal to the cost of the missing accessory) from the refund amount.

5. Refund Status & Inquiries

If you haven’t received your refund within the expected timeline, or have questions about your request:

  • Check your spam folder for updates from our team (emails from [email protected] may sometimes land there).
  • Email us with your order number and “Refund Status Inquiry” in the subject line—we’ll provide a update on the progress and help resolve any delays.

6. Contact Us

For all refund-related questions, concerns, or requests, reach out to our Portland-based team at:

Email: [email protected]

We’re committed to making sure your experience with Portlandleathergoods is positive—even if things don’t go as planned.

— The Portlandleathergoods Team