Refund policy

IRON FILLY CUSTOM LEATHER

RETURN AND REFUND POLICY

Last updated 24 September 2025

 

FOREWORD-

Being a handmade business, I aim to always provide the best for my customers. Leather is a natural textile that can vary with colour, tannage, uses and the environments it is exposed to. The beauty of handmade leather items is that the leather can have its own unique natural flaws and character. Some items pictured in product photos on the webpage are examples only, of previously made items of the same description, and not the exact item you will receive. I urge buyers to reach out to me if unsure about a product size, suitability, use and variations I offer if unsure. I cannot always guarantee the product I make will be suited for each buyer’s requirements or expectations when ordering through my webpage, nor can I know the environment the product will be subject to afterward. Screen resolutions can differ, and product colours may vary from computer or mobile phone views beyond my control (regardless of efforts I have made to provide in a product description), and items having a slightly different colour than the buyer expected does not warrant a refund or replacement. I try my best with controlling quality with each handmade piece. If an item has a small mark or blemish, this does not necessarily justify a replacement or refund. In accordance with ACL, “a seller is not required to refund or replace items with minor faults.” If the product is not faulty, the item postage back to the buyer will need to be paid by the buyer prior to returning the item. I will offer replacement (exchange) or refund in accordance with the Australian Consumer Law (ACL). Please read my full Terms of Service available on this site.

RETURNS AND REFUND POLICY-

In accordance with Australian Consumer Laws, Iron Filly Custom Leather has a 30-day return policy, which means you have 30 days after the item arrives to your address, to request a return. Please do not send any items prior to discussing particulars and providing requested information. I do not hold responsibility for items returned without prior discussion. Certain types of items cannot be returned, like custom orders or personalized items. Please get in touch if you have questions or concerns about your specific item. Unfortunately, I cannot accept returns on sale items or gift cards. If the buyer receives the wrong item/s as that listed on the purchase receipt, I will provide a return postage label to the buyer to return any incorrect items within 30 calendar days after discussing particulars with the buyer.

To start a return, you can contact me at phoebe@ironfilly.com.au. If I accept a return in accordance with relevant laws, items will need to be sent to the following address before the refund or replacement process can begin:  Iron Filly Custom Leather P.O Box 183, Goondiwindi, QLD, 4390, (Australia).

Once the return items are received, I will assess and offer replacement (exchange) if the requirements listed below are met. I will then send the correct replacement item/s to the buyer or offer a refund if there is no replacement available. The buyer is responsible for ensuring the incorrect item is returned in this timeframe. After 30 days, if the buyer fails to use the return label provided to them for sending the item back, and makes no attempt to return the item/s or make contact with me, the refund or replacement will be considered as no longer required from the buyer and the return postage label will be cancelled and I will recover those return postage label costs. I  will notify you once I’ve received and inspected your return to let you know if the refund was approved or not. If approved, the item costs will be refunded to the buyer via the original payment method, account or Third-Party provider the buyer used to make the purchase, within 10 business days. Initial postage will not be refunded unless a full refund of the item is granted instead of an exchange item being sent. Return postage will be refunded if the item is accepted for refund or replacement. Please remember it can take some time for your bank or credit card company to process and provide the refund too and it can take some time to receive any replacements through third-party carriers. In accordance with Australian Consumer Laws, I will replace items not of acceptable quality, not fit for the intended purpose it was made for or not matching the product description, providing that:

·        The item/s are not worn, wet, oiled, treated, altered in any way, marked, chewed, soiled or damaged (including damages in return postage or unfair damage from misuse or intentional damage) or lost since shipping the item to the buyer and;

·        The buyer has notified me (the seller) of any fault within no more than 30 calendar days after receiving the item, and

·        The item/s are returned within 30 calendar days, and

·        The item/s are returned in the same condition as were received, and

·        The item/s are indeed not of acceptable quality or are incorrect to the description, and

·        The replacement item/s are available at the time. 

A full refund will be offered if I cannot provide a replacement to exchange due to no longer making that item, parts of the item becoming obsolete or no current items being available in a reasonable timeframe due to supplier constraint or my workload, or if the buyer requests it over exchange. Postage costs will be reimbursed if the product is indeed faulty or incorrect to the description and the buyer provides a receipt of return postage costs incurred. I do not offer refunds or exchanges if;

·        The item has been worn, wet, oiled, treated, altered in any way, marked, heated, chewed, soiled, misused or (either intentionally or not) causing damage and not caused by the seller’s manufacturing,

·        The buyer changes their mind, found an item cheaper or didn’t have a need for it,

·        The buyer orders the wrong size or variant,

·        The buyer fails to provide proof of receipt or proof of any product fault upon receiving the item within 30 calendar days,

·        The buyer fails to send the item back to be assessed for refund or exchange within 30 calendar days,

·        The item has been modified, altered, repaired, treated or damaged by a business or person other than Iron Filly Custom Leather,

·        The item has reasonable natural grain imperfections common in handmade leather articles that doesn't imply the need for replacement IAW consumer laws,

·        The item was not purchased from or made by Iron Filly Custom Leather,

·        The buyer sends an item without any correspondence to the seller,

·        The damage or loss to the item was caused from a third-party postage carrier.