Refund policy

Returns

We will only offer a return and exchange if the product is faulty. This does not include wear and tear or misuse. Things like your bag losing hair, a scratch on the leather, or a zipper breaking because it's been overfilled comes under wear and tear and misuse.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, it must be unused. You'll need to know your order number so I can find a proof of purchase.


To start a return, you can contact us at hunterandhide@gmail.com. Please note that returns will need to be sent back at your own cost. If the item is lost on it's way back to us it will not be covered so please keep the tracking number.

If your return is accepted,  we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We do not offer refunds if you change your mind, so choose carefully. If the product is faulty we will gladly offer to fix it. If we cannot fix it we will happily exchange it or offer you a store credit.

If you bought a product from one of our wholesalers you must deal with the return through them.


Damages and issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. As cowhide and leather is a natural product, it's common to have some blemishes. These are not classified as faults and we think this adds character to the item!

Warranty 

We offer 12 months manufacturing warranty on our cowhide bags, wallets, duffles and rifle bags. This only covers things such as broken zippers and broken buckles. We do not cover items that have been broken from misuse, such as bags that have been overstuffed and caused the zipper to break. We do not cover any sort of hair loss, discolouration, scratches or general wear and tear.

Cowhide rugs

Please measure your space before purchasing a cowhide floor rug. We will be happy to accept an exchange however it will be at your own cost meaning you pay for the return plus the shipping to send the new one to you as well. Note; measurements are a rough guide as I measure by hand, I will happily double check measurements when requested. We will not refund the purchase if it does not fit. If we do not have the right size we can offer you a store credit.

It is common for cowhide rugs to have some blemishes, so always expect for the hides to have some marks, we do not classify these as faults. These are common on any cowhide rug and it's almost impossible to find a "perfect" one. Hides will often have scars, discolourations, patches and sometimes even stitches. These can be hard to notice so if you're unsure or want us to double check on a hide please don't hesitate to ask and we can take a look at it and send you more pictures. 

Some hides may take a little while to flatten out completely, it can even take weeks or months to flatten out depending on the hide. Hides are shipped folded to save on postage costs. Sometimes rolling it up tightly for a few days will help to get the kinks out. 

Checking out

Unfortunately there's not much we can do if you miss out on a discount code. These will appear all over our social media but for a limited time only. Just keep an eye out for more!

There's nothing we can do if you "forget" to use a code and pay full price. We will not refund or partially refund an item if you forget to type a code in or see it after checking out, be careful! If you have any trouble with a discount code please contact us before checking out.

Please double check your cart and make careful selections before checking out and be sure you've used the right payment method. We are unable to refund things like this as it costs us extra money in transaction fees plus it takes a while for refunds to come through.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items). So please select carefully.

Unfortunately, we cannot accept returns on sale items, 2nds and samples or gift cards.

We do not offer refunds or accept returns on craft hides, pieces or bundles. These hides are not good quality and not suitable for floor rugs. They are sold for crafting purposes only.


Refunds
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 hunterandhide@gmail.com.

 

Longhorns

I go to a lot of effort to wrap these horns in a significant amount of bubble wrap and cardboard to ensure they are safe. If you receive your horns and they are damaged please let me know as soon a possible and send me pictures. I always insure them so I can usually get some sort of refund for damaged items. If the wooden board is broken this is easily fixed. I can send you a replacement board and you can reattach it yourself. Depending on the horns I most likely do not want them back due to the cost of shipping so if there is more damage then I can send you a partial or full refund depending on the type of damage, as long as you've informed me and sent me photos immediately. 

E-Gift cards

Our gift cards are digital only. 12 month expiry, no refunds and no discount codes can be used on gift cards.

Hot iron branding

We are now offering hot branding! This is perfect if you want to personalise your cowhide order or create a special gift for someone. 

When placing your order please specify the letters and symbols you want in the notes with a description of where you want them placed. If you do not leave a note I will try to contact you so please leave an email or phone number. If I am unable to contact you I will refund and cancel your order.

Some things to consider when purchasing hot iron branding products:

  • Custom Branded Key Rings - Important Information

    • Smell: Branded products may have a scent, especially when first opened. This will smell like burning hair, but don’t worry – it’ll fade after a few days in the open air.

    • Freehand Branding Notice:

      Please note that all branding is done by hand, so while I’ve gotten pretty skilled at it, it may not be as perfectly uniform as machine engraving. Branding will also have a different look compared to laser engraving, giving each piece a unique, handcrafted feel.

    • Branding and Design: Branding generally looks better on shorter-haired products, so I’ll choose a shorter hair key ring unless you request otherwise. Also, branding tends to stand out more on lighter-coloured hides, as darker colours (like dark brown or black) may cause the branding to be less visible.

    • Availability: For now, branding is only available on key rings. I may add bags and other products in the future.

    • Returns and Refunds: As these are custom products, I’m unable to accept returns or offer refunds unless there is a fault with the item.

    • Key Ring Selection: Key rings are typically chosen at random unless you contact me first with specific preferences.

    • Wear and Tear:

      As mentioned above, our 12-month manufacturing warranty does not cover general wear and tear. This includes natural aging, scuffing, or fading that happens with regular use.

    • Turnaround Time for Branding:

      Please note that branding takes a few extra days to complete. As I don’t go to the post office every day, it can take up to a week for your order to be shipped. For example, if you place an order on Monday, it might not be shipped until Friday or the following Monday but in most cases 1-3 days.

      Important: Choosing express shipping will not speed up the branding process, so please make sure to allow enough time for your order to be completed and shipped.

Wholesale

Customers; If a customer returns a faulty item, you should first consult your own refund policy and assist the customer accordingly. Afterwords, inform me of the situation. If it aligns with my refund policy then I will provide further assistance (12 month warranty, etc).