Last Updated: July 20, 2026
At Terra Hide Collective, we want you to feel confident with every purchase. If you are not completely satisfied with your order, you may request a return or exchange according to the conditions outlined below.
To qualify for a return or exchange, the item must:
Be unused, unworn, and unwashed
Be in its original condition
Include all original tags, labels, packaging, and accessories
Be free from stains, odours, scratches, damage, or signs of wear
Be returned with valid proof of purchase or order confirmation
Leather products naturally contain variations in colour, texture, grain, and markings. These characteristics are part of genuine leather and are not normally considered manufacturing defects.
Customers must request a return or exchange within 30 days of receiving their order.
Requests submitted after the return period may not be accepted.
Submitting a return request does not automatically guarantee approval. All requests are reviewed according to the condition of the item and the terms of this policy.
To request a return or exchange, contact Terra Hide Collective through the contact details available on our website.
Please provide:
Your full name
Order number
Email address used for the order
Product name and size
Reason for the return or exchange
Clear photographs if the item is damaged, defective, or incorrect
Do not send an item back before receiving return instructions from our customer-support team.
All returned items are inspected after they arrive.
A return may be refused if the product:
Has been worn, washed, altered, or repaired
Contains perfume, smoke, body odour, makeup, pet hair, or stains
Is scratched, damaged, creased, or mishandled
Is missing tags, packaging, accessories, or product components
Shows signs of misuse or improper storage
Does not match the item originally purchased
Items that do not meet the return conditions may be sent back to the customer at their expense.
Eligible products may be exchanged for another size, colour, or available style.
Exchanges are subject to product availability. If the requested replacement is unavailable, we may offer:
An alternative product
Store credit
A refund to the original payment method
Customers may be responsible for return and replacement shipping costs unless the exchange is required because we supplied a defective or incorrect item.
Customers should review the size guide and product measurements before placing an order.
If you order an incorrect size, you may request an exchange within the applicable return period, provided the product remains in its original condition.
Any price difference between the original and replacement product must be paid before the exchange is processed.
Once the returned item is received and approved following inspection, the refund will be issued to the original payment method.
Refunds may take several business days to appear in your account, depending on your bank, card issuer, or payment provider.
Terra Hide Collective cannot control external payment-processing times after a refund has been issued.
Original shipping charges are generally non-refundable unless:
The item was defective
The wrong product was delivered
The order was damaged before delivery
Refund of shipping is required by applicable law
Any customs duties, import taxes, handling fees, or courier charges paid by the customer are not normally refundable by Terra Hide Collective.
Customers are generally responsible for return shipping costs when returning an item due to:
Change of mind
Incorrect size selection
Colour or style preference
Ordering the wrong product
No longer wanting the item
Terra Hide Collective may cover reasonable return shipping costs when a confirmed defective, damaged, or incorrect item has been delivered.
Customers should use a reliable and trackable shipping service when returning an item.
Terra Hide Collective is not responsible for return packages that are lost, damaged, delayed, or delivered to an incorrect address before reaching us.
Customers should retain their shipping receipt and tracking information until the return has been completed.
Please inspect your order immediately after delivery.
If you receive a damaged or defective item, contact us promptly and provide:
Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging
A photograph of the shipping label
Do not wear, wash, repair, or alter the product before contacting us. Doing so may affect your eligibility for a replacement or refund.
If you receive an incorrect product or an item is missing from your order, contact us as soon as possible.
After reviewing the issue, we may arrange a replacement, refund, store credit, or shipment of the missing item.
The following items may not be eligible for return or exchange:
Customized or personalized products
Made-to-measure leather garments
Products altered according to customer instructions
Final-sale or clearance items
Gift cards
Items damaged through misuse
Products returned without original tags or packaging
Items showing signs of wear, washing, alteration, or damage
Products identified as non-returnable on the product page
Your statutory consumer rights remain unaffected where applicable.
Customized, personalized, and made-to-measure products are created according to customer-provided details and may not be returned due to change of mind, incorrect measurements, or personal preference.
Customers are responsible for providing complete and accurate sizing, spelling, colour, design, and customization information.
A customized product may qualify for review if it is materially different from the confirmed specifications or contains a verified manufacturing defect.
Genuine leather may display natural grain patterns, scars, wrinkles, pores, colour variations, and texture differences.
Minor variations between product photographs and the delivered item may also occur because of lighting, screen settings, leather batches, and the natural properties of the material.
These natural characteristics do not normally qualify as defects.
Sale, clearance, and promotional items may have different return conditions.
Products marked as “Final Sale” cannot normally be returned or exchanged unless they arrive damaged, defective, or incorrect.
Any special return conditions will be displayed on the product page or communicated during the promotion.
Contact us as soon as possible if you need to cancel an order.
We may be able to cancel an order before processing, production, or dispatch begins. Cancellation cannot be guaranteed once the order has entered preparation or has been shipped.
Customized and made-to-order products may not be cancelled after production has started.
If you have not received an approved refund, first check your bank account and contact your card issuer or payment provider.
Some financial institutions require additional processing time before a refund appears.
If the expected processing period has passed, contact Terra Hide Collective with your order details so we can review the transaction.
If an item purchased as part of a bundle, discount, or promotional offer is returned, the refund may be recalculated according to the remaining items in the order.
Any promotional discount may be adjusted or removed if the returned item causes the order to no longer meet the promotion’s conditions.
Where applicable, customers may be offered store credit instead of a refund.
Store credit may be subject to an expiry period and cannot normally be exchanged for cash. Any applicable conditions will be communicated before the store credit is issued.
For questions about returns, refunds, exchanges, damaged items, or incorrect orders, please contact Terra Hide Collective through the contact information provided on our website.
Include your order number and the email address used during checkout so that our team can assist you efficiently.