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Return Policy

Returns Policy

Conditions for Returns & Exchanges

  1. To ensure that our products reach you in excellent condition, we exercise proper care in product handling, product inspection and packaging.
     
  2. Returns due to defects rarely happens. We strongly advise you to inspect your product carefully upon receipt. Regrettably, if a return is necessary due to any defects, please inform us within 7 days upon receipt of your product. We strive to resolve any returns amicably with you in the shortest time possible. Note: More often than not, the inherent characteristics of leather such as non-uniform color on leather is mistaken as a defect. Such “nice imperfection” is what makes each leather product unique for owners like you. 
     
  3. Unless an item is defective, all Special or Sale items, Made-To-Order items, Personalized items are non-returnable, non-exchangeable and non-refundable.
     
  4. Exchange request is accepted within 7 days upon receipt of your product. Exchange is allowed for a change in color or size for the same product and subject to stock availability. Strictly no refund. A store credit may be offered, if necessary. NOTE: All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.
     
  5. All returned items must be new and unused in the same original packaging (includes tags, authenticity cards/tags, dust bags, boxes etc) used to deliver to you. Also, returned items must not be damaged, soiled or altered. If these conditions are not met, we have to respectfully decline the return.

Return Procedures

IMPORTANT: Please do not return any parcels until you receive a confirmation from us. We will not be responsible for any lost or misplaced parcels (including shipping and other costs which may be incurred in returning the parcel to us).
  1. For damaged or defective products
    1. Please email Customer Service at cs@onlybrown.com indicating order number, reason for return and a description (which may include images) of the damage or defect.
    2. Once we have verified your claim, we will inform you with regards to replacement. Cost of collection and subsequent delivery of replacement will be borne by us. 
    3. All conditions of returns MUST be met, otherwise, we have to respectfully decline your return.
    4. If the replacement product is out of stock, we will refund the original purchase amount plus cost of shipping (only applicable for overseas purchase) to the same credit card account that you used for the original purchase from us. Depending on your credit card company, you may experience a slight delay before the refund amount is credited to your account.
       
  2. For exchange
    1. Please email Customer Service at cs@onlybrown.com indicating your order number and reason for exchange.
    2. Once we receive your email, we will confirm on color or size availability. If the color or size requested is available, we will proceed to arrange for exchange.
    3. All conditions of returns must be met, otherwise, we have to respectfully decline your request for exchange.
    4. All shipping (both ways) and related costs that may be incurred for this exchange will be borne by customer.
    5. To ensure that your parcel is returned safely to us, we recommend door-to-door delivery that offers a tracking service. 
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