Warranty & Returns
We invest in craftsmen who care and in materials that are built to last, and our hope is that the products you receive will clearly reveal what our company stands for and that is to provide each and every customer with a great experience and high quality products.As intentional as we are about this, we recognize that issues can still exist.
Our policy lasts 14 days. Please contact us within 14 days of receipt of your purchase. If more than 14 days have passed since documented receipt of your purchase, unfortunately our return policy is no longer in effect.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note: Gift cards are not returnable.
Damaged items due to defects in materials or workmanship will be replaced at no charge. A photo of the damage will be required to submit to our quality control department.
We make every effort to include product descriptions on our product pages. Please read the descriptions regarding dimensions, weight or other characteristics of the item prior to purchasing.
Please note that color differences may be a factor of photography and differences in image monitors. Leather is a natural, durable, & flexible material. Each hide is unique with individual characteristics which may be visible on our products. These features may include small leather scars, creases, or variations in color, which are not manufacturing defects. Manufacturing defects include rivets, locks, and other hardware pieces found on our products.
For other issues, not including damage, returns may be authorized by first contacting our customer service department. If your return is authorized, you will receive a return authorization number and an address to return the product. Please be advised that such return shipping fee is the responsibility of the purchaser. Returns must include tracking. A restocking fee of $20 will be assessed against any refund or credit for non-defective or non-damaged items.
To make a return, just email us and include your order number.
Request a return authorization number.
You will receive the address to our returns warehouse. Please do NOT return to the address on the package label. Any such returns can be misdirected, and we can not be responsible for misdirected packages.
There are certain situations where refunds are not granted: (These may include, but not limited to):
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after return authorization.
* Any item that is part of a special order, bulk order, custom order or separately invoiced order.
*Any item not purchased directly from AvaCrafts.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed (subject to the policies stated herein), and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the contact form on the website.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and s/he will find out about your return.
IF YOU RECEIVED A DEFECTIVE PRODUCT
In the rare occasion you receive a defective product from us (examples of defective include but are not limited to):
- Broken straps or grab handles
- Tears to the external leather structure (caused by normal usage)
- Hardware defects (broken zips, buckles or press studs)
- Items damaged in shipping
You may be asked to provide proof of defect, usually via photographic evidence. We reserve the right to replace a defective item (free of charge to the customer) over direct refund of purchase price.
ORDER CHANGES & CANCELLATIONS
We have an automated system where your order goes directly to our manufacturer and they start hand-making your order immediately. This is done to ensure a timely delivery to our customers. Due to our quick processing time, we are unable to cancel or modify an order after it has been submitted.
If notified in a timely manner, if you made an error in your shipping address, we will do what we can to make the change, but this can not be guaranteed.
We’ve designed our bags to last for decades, perhaps your entire life. We’ve invested heavily in the highest quality leather and materials, something that most manufacturers haven’t done. You’re not going to have to worry about our leather goods wearing out prematurely.
It would have been easy for us to offer you a 100 year or even 1,000 year warranty. Heck, why not a 1,000,000 year warranty? But the truth is, the critical time period is really just the first year or so. After that, it’s mostly how well you maintain your leather goods that will determine the lifespan. There’s a misconception out there that you could discover a defect in year 73 that you need a warranty for. If a bag makes it 72.9 years, it’s not going to suddenly reveal a manufacturing defect in year 73.
Since no manufacturer covers abuse, failure to maintain, normal wear and tear, etc., we thought it would be better to just offer a real warranty you can count on without all the fluff.
As with any handcrafted product, and whenever humans are involved, there is always the potential for human error. We’ve built our processes with redundant layers of quality control, but even so, there is always a small chance there could be an issue. And we want to eliminate any worry about that for you.
So here’s what our warranty means, what it covers and what it doesn’t.
Our warranty covers manufacturing and material defects for all of our leather goods. In the unlikely event that there are manufacturing or material defects, they would likely arise in the first few months of ownership, certainly within one year of regular use. After that, it is typically how well you maintain the product that determines its life.
Please note that there is no warranty coverage for normal wear and tear, natural aging of the product, damage caused by you or others, animal damage, excessive use and abuse, overloading, unintended use of the product, products that have been modified by you or others, etc. There is also no warranty coverage for items not purchased directly from us, Montana Hudson.
We’re in this for the long haul and we want our customer to be happy. So if you have any concerns about your product feel free to reach out to us.