Refunds and Repairs
Exceptions / non-returnable items
Certain types of items cannot be returned like our custom collar products because it is a special order and personalized items. Other items we offer like wallets and leashes have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Please get in touch if you have questions or concerns about your specific item or situation.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at firstname.lastname@example.org
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com
We understand that purchasing a KoKoLati Leather product is an investment, we want each piece that leaves our workshop to be special and made to last. If you have any issues with your product please contact us!
Damages & Repairs
If, in the course of normal and reasonable wear your product breaks due to one of the following circumstances we will repair or replace your product free of charge:
1. A rivet pops
2. Any of the hardware breaks
3. The leather rips
4. Unusual wear and tear of the paint
We ask for a picture to be emailed to us of the break or damage done to your product.
While we will replace any product of ours that breaks under normal use, if your product has been subjected to any one of the following circumstances we reserve the right to refuse to repair/replace the product or to charge an agreed-upon fee.
1. Has been soaked in water or regularly worn in the rain.
2. Has been used as a tie-out.
3. Has been chewed on by a pet or scratched by a pet.
4. Has been cut by an object.
5. Has been worn by a dog that pulls on the leash heavily.
6. Has been lost or stolen
We reserve the right to solely determine whether a product has been used under normal and reasonable wear. Please send us pictures of the damage. Each case will be handled individually so Please contact us no matter the circumstances of the damage! We want to make sure you are happy with your product and are reasonable and willing to work with you!
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.