We understand the pressure of purchasing online and we want you to feel really comfortable knowing that we have a solid after sales service here at Vegan Leather Co. In the event that you have a warranty issue we want you to feel completely comfortable to contact us to investigate further.
Vegan Leather Co products are protected from the original date of purchase by a 12 month limited warranty. If the item proves to be defective in material or workmanship under normal use anytime within 12 months, we will replace the item free of charge with same or comparable product. Products must be returned to receive a replacement.
Step by step process
1: Please contact firstname.lastname@example.org with the following information for us to accurately and quickly asses your claim
- You must provide proof of purchase (invoice or paid order confirmation) and be the original purchaser of the product.
- Images/video outlining the issue (more detail the better)
- Detailed description of the issue
2: Vegan Leather Co will use information/imaged supplied to asses the product. If we are unable to determine the issue we will request the customer returns the product following our Returns & Exchanges page for further investigation. Until Vegan Leather Co can determine the fault all postage costs will be at the consumer expense. If it is determined that the issue is a warranty all postage/handling fees will be re-imbursed to the consumer.
3: If products are already faulty or damaged upon delivery you must also follow steps 1 & 2.
4: Vegan Leather Co trained staff will assess the product (images/video or in person if the product was returned)
5: Vegan Leather Co will contact the customer with their decision based on information provided. We are governed by consumer law with allows us to determine weather the fault is classed as a major or minor fault. We can also discuss this with you in more detail.
- Minor Fault - Vegan leather Co can offer a repair service
- Major Fault - Vegan leather Co or Customer can offer a replacement product or refund.
7: In the event that a replacement, refund, or store credit is provided as per section 5, the faulty item will become the property of Vegan Leather Co.
8: Where Vegan Leather Co authorises the warranty of a replacement, we will supply a pre-paid postage label for the Product to be returned via our chosen carrier to our head office. Alternately, the customer may post the product as directed by Vegan Leather Co if Vegan Leather Co specifically authorises the customer in writing to do so, in which case Vegan Leather Co will refund the customer the cost of the postage on provision of a scanned copy of the postage receipt. Where the customer is located outside Australia, Vegan Leather Co may require that the product be sent to Bali, Indonesia.