Exchanges, Refunds & Returns
We subscribe and adhere to the Consumer Rights Directive 2013 and the EU Distance Selling Directive.
We guarantee total customer satisfaction. If you are not completely satisfied with your online purchase for whatever reason, you may notify us you wish to return the unused item within 14 days of delivery.
It’s important that any unwanted item, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused.
If a hide comes back to us damaged e.g. stained or patchy and with hair loss that is obviously due to pets or being left near excess heat, we reserve the right to offer a refund.
Please be aware cowhide, being a natural product, may have slight markings or imperfections, which in our opinion simply add to the character of your rug. If you receive your cowhide and decide it is not for you simply return it to us and we will refund you. After 14 days of delivery we accept returns only on defective products.
Once we have been notified that you wish to return the item, please send the item to the return address below.
You will be responsible for the return postage costs unless the return is due to an error on our part (e.g. you received the wrong item etc)
If you are responsible for the return postage please remember you are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value.
We recommend using Special Delivery or Signed for at the least as the return delivery method (so you will know we have received the return).
If we are responsible for the return you will receive a pre-paid postage label.
YOU WILL NEED A PRINTER TO PRINT THE PREPAID RETURN LABEL
If you do not have access to a printer please do let us know and we can work around that issue (it may take slightly longer to return the product but we can sort it out – nothing is impossible!)
The return address is as follows:
Marcus Daley, Narbonne Leather Co, c/o LoknStore, 1-4 Carousel Way, Riverside Business park, Northampton, NN3 9HG, United Kingdom
Please keep all packaging delivery notes, invoice, order details. When returning the item, repack the hide enclosing everything that came with your order. Inside the box please do include your contact information, the order number/date and the exact reason for the return so that the return can be processed more efficiently.
All returns that are not due to a defect on our part should be returned in a saleable condition.
On receipt of the item by us, once it is checked, you will receive a full refund of the cost of your product.
Processing the refund
For each return we do not charge a handling and restocking fee, and will refund you the full cost less original postage for the item.
You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. (if you have requested an exchange we will notify you within this period, once we have shipped the replacement).
This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days) and the time it takes us to process your return once we receive it (3 to 5 business days).
If you have paid by PayPal, refunds will be within the 5 days mentioned above for processing the refund.
If you have paid by credit card, please allow 1 to 2 billing cycles for the credit to show up on your credit card statement. We will refund the credit or debit card of the person who originally placed and paid for the order.
If you wish to discuss any aspect of a return or if you want an update on the status of your return, you are welcome to contact our Customer Service department at firstname.lastname@example.org