Refund policy
Change of Mind Returns
Change of mind returns must be requested within 7 days of receiving your item.
This 7-day window, and the conditions in this section, apply to change of mind returns only. They do not affect your rights under the Australian Consumer Law for faulty, damaged, or incorrectly described items. See Section 2, “Faulty, Damaged or Incorrect Items.”
Custom orders. We do not accept change of mind returns or refunds on custom orders. This includes items such as custom belts that do not fit due to measurements provided by the customer. If a custom order does not match the details you provided at the time of ordering, we will correct it at no charge.
This exclusion applies to change of mind and customer-provided measurement errors only. If a custom item is faulty, damaged, or not as described due to an error in our workmanship or materials, Section 2 applies instead.
Eligibility. To be eligible for a change of mind return, the item must be unworn, unused, in its original condition and packaging, with tags attached, and accompanied by proof of purchase.
How to return an item. Contact us by text message on 0487 171 039 or by email at sales@krenaeleather.com.au to request a return.
Return postage. We cover return postage for faulty items only (see Section 2). We do not cover return postage for change of mind returns, including but not limited to:
● Incorrect belt measurements provided by the customer
● Change of belt size
● Change of mind
● Custom orders (only where Section 2 applies)
Where you are responsible for return postage, send the item to: 1688 Haparary Road, Maules Creek NSW 2382. Please enter this address manually, as Australia Post does not recognise it automatically; we operate on two separate mail runs and incorrect entry may delay processing.
For questions about a return, contact us at sales@krenaeleather.com.au.
Faulty, Damaged or Incorrect Items
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. Where a failure does not amount to a major failure, you are entitled to have the item repaired or replaced.
This applies to custom-made and personalised items as well as standard products, where the fault results from our workmanship or materials rather than customer-provided measurements or specifications.
To report a faulty, damaged, or incorrectly described item, contact us within a reasonable time of noticing the issue, by text message on 0487 171 039 or by email at sales@krenaeleather.com.au. We will assess the issue and arrange a repair, replacement, or refund as appropriate.
This right applies regardless of the 7-day change of mind window in Section 1, and regardless of whether the item is unworn, unused, or in its original packaging. Those conditions apply to change of mind returns only.
We cover return postage for confirmed faulty items.
What's not covered. The guarantees above apply to manufacturing faults and materials defects. They do not cover:
- Normal wear and tear, including natural softening, colour change, or patina development in leather over time
- Damage caused by improper care, cleaning, or storage
- Damage caused by misuse, accident, or an event outside our control
- Alterations, repairs, or modifications made by someone other than us
If we determine an issue falls into one of the above categories, we will let you know and discuss your options, which may include a paid repair.
Damages and Issues
Please inspect your order on arrival. If an item is defective, damaged, or incorrect, contact us immediately so we can assess the issue and arrange a resolution.
Exceptions to Change of Mind Returns
Change of mind returns are not accepted on the following: custom-made or personalised products, sale items, and gift cards.
This exception does not affect your rights under the Australian Consumer Law where the item is faulty, damaged, or not as described. See Section 2.
Contact us if you have questions about a specific item.
Refund Processing
Once we receive and inspect a returned item, we will notify you of the outcome. Approved refunds are processed to the original payment method within 10 business days. Processing times may vary depending on your bank or card provider.
If 15 business days have passed since your refund was approved and you have not received it, contact us at sales@krenaeleather.com.au