Refund & Returns Policy

Crafted with character. Delivered with integrity.
⚠ Important: Leather must not be used, cut, altered, or stained when returned. We cannot process refunds on used or damaged leather goods. See specifics by product category below.

General Return Terms

Return Window

Returns must be initiated within 30 days of delivery. After 30 days, returns are not accepted under any circumstance.

Reporting Damage or Defects

The timeline to report damage or defects depends on your product category:

  • Furniture: Report all damage, defects, or assembly issues within 48 hours of delivery.
  • Hides, Sheets & Accessories: Report all damage or defects within 14 days of delivery.

Report damage via our Contact Page with your order number, photos, and a description. Photos must clearly show the damage or defect.

Initiating a Return

To request a return, contact us with:

  • Order number
  • Reason for return
  • Photos of the item (if applicable)

Do not return items without authorization. We will issue a Return Authorization (RA) number and return instructions within 1 business day.

Return Shipping

Unless the return is due to our error or a defective item, you are responsible for return shipping costs. We will provide you with a prepaid shipping label via email once your return is authorized.

How to Return Your Item

Once we issue your Return Authorization (RA) number, we will email you a prepaid shipping label. Follow these steps:

  1. Download the digital shipping label from your email
  2. Print the label or save it on your phone
  3. Securely package your item
  4. Take the label and package to your nearest UPS store
  5. UPS will scan and process your return
  6. Save your receipt for your records

Lost or Damaged Returns

If your return package is lost or damaged in transit, we will help resolve it. Provide us with your tracking number and UPS receipt. We will file a claim with the carrier and either process your refund or send you a replacement. You are not responsible for lost return shipments.

We cover return shipping costs only if:

  • The item arrived damaged or faulty
  • We sent you the wrong item
  • The item was defective on arrival

Refund Processing

Once your return is received & inspected: Approved refunds are processed within 24–48 hours. The refund is then sent to your original payment method and typically appears in your account within 1–10 business days, depending on your bank.

Original shipping costs are non-refundable unless the return is due to our error or a defective item.

Return Eligibility Requirements

All returned items must meet these conditions:

  • Unused: Item must not have been used, worn, or tested.
  • Uncut & Unaltered: No cuts, tears, or modifications of any kind.
  • Original Packaging: Returned in original or equivalent protective packaging.

Hides

What We Guarantee

Square Footage: We guarantee the stamped square footage on the back of each hide. If ordered a 7–9 sq ft hide, it will be at least 7 sq ft. If you receive a hide with a stamp lower than purchased (e.g., stamped 6.9 sq ft when you ordered 7–9), it is defective and fully refundable.

Dimensions are not guaranteed because hides are natural shapes and the tannery measures using longest length and width. Natural variation in shape is normal and not a defect.

Natural Characteristics (Not Defects)

Genuine leather contains natural features that are not defects and cannot be returned:

  • Marks or scars: Marks, veins, and scars less than 4 inches are natural character marks and are part of authentic leather.
  • Color variation: Shade can drift up to ±10% due to screen display settings, lighting, photography, and natural tannery processes. This is not a defect.
  • Discoloration (slight): Light, natural discoloration or patina variation is normal and acceptable.
  • Tanning variations: Natural variations in finish and appearance are inherent to leather.

What Is a Defect

A hide is defective if it contains:

  • Holes or cuts: Any hole or cut larger than 1 inch
  • Significant discoloration: Large patches of discoloration beyond natural patina
  • Wrong square footage: Stamped lower than the size range purchased

Return Condition

Hides are returnable only if:

  • Unused and uncut
  • No stains or marks from handling
  • In original packaging

Any hide that has been cut, used, or altered cannot be returned for any reason.

Leather Sheets (Cut Material)

What We Guarantee

Sheets are cut by machine to your specified dimensions with a tolerance of ±0.5 inches per side due to normal human error in production. You will never receive less than ordered. For example, if you order 24" × 36", you will receive no less than 24" × 36" and may receive up to 24.5" × 36.5".

Color Selection & Pattern Variation

Even with color selection options, you cannot be guaranteed a specific pattern or exact shade ratio. Cowhide is a natural material and comes in unique, unrepeatable patterns.

Example: If you purchase a "Brown & White" cowhide sheet, the ratio and shade can vary significantly:

  • Shade can range from dark brown to light brown to medium brown
  • The ratio of brown to white can vary (more brown, less white, or vice versa)
  • Pattern distribution is unique to each sheet

These variations are not defects. If you are not satisfied with the color or pattern received, we will accept a return for exchange or refund within 30 days, provided the sheet is unused and uncut.

Natural Characteristics (Not Defects)

As with hides, sheets may contain:

  • Natural marks: Scars and marks less than 4 inches
  • Color variation: Shade drift up to ±10%
  • Slight discoloration or patina
  • Tanning variations

What Is a Defect

A sheet is defective if:

  • Holes or cuts: Any hole or cut larger than 1 inch
  • Significant discoloration: Large patches beyond natural variation
  • Wrong dimensions: Arrives smaller than ordered dimensions (e.g., 24" when you ordered 24" × 36")

Return Condition

Sheets are returnable only if:

  • Unused and uncut
  • No stains or marks from use
  • In original packaging

Any sheet that has been cut or used cannot be returned. Even a small test cut makes the sheet non-returnable.

Furniture

Damage & Defect Report Window

Report all damage, defects, or assembly issues within 48 hours of delivery. This window exists to prevent abuse and ensure we can process claims efficiently. Photos and descriptions of damage must be provided with your report.

Assembly Issues

Before requesting a return due to assembly difficulties, please contact our support team first via our Contact Page. Most assembly issues can be resolved with guidance or a phone walkthrough. We want to help you succeed.

Return Eligibility

Furniture is returnable within 30 days if:

  • Unused and unassembled (or in original assembled state)
  • Free from damage, stains, odors, or signs of use
  • In original packaging
  • All components and hardware included

Change of Mind Returns

If you are returning furniture due to change of mind (not defective), you pay all return shipping costs. There are no restocking fees.

Damaged or Faulty Furniture

If furniture arrives structurally damaged or faulty, report within 48 hours with photos. Once approved, we will arrange replacement or full refund at no cost to you, including return shipping.

Custom & Made-to-Order Furniture

Custom and made-to-order furniture is final sale and non-returnable, unless the item arrives structurally damaged or faulty. In that case, we will replace or refund in full.

Leather Accessories

Return Window & Defect Reporting

Accessories are returnable within 30 days of delivery. Report any damage or defects within 14 days.

Cowhide Accessories

Cowhide accessories are assorted, unless the product listing specifically states otherwise. This means:

  • Pattern is not guaranteed
  • Color shade may vary
  • Each accessory is unique due to natural cowhide variation

If you are not satisfied with the pattern or color, we will exchange or refund within 30 days, provided the item is unused.

Return Condition

Accessories are returnable only if:

  • Unused and unaltered
  • Free from stains or marks
  • In original packaging

Final Sale & Non-Returnable Items

The following items are final sale and non-returnable, unless they arrive defective or damaged on delivery:

  • Custom-size requests (made to specific customer specifications)
  • Custom or made-to-order furniture
  • Clearance or final-sale items (marked as such in the listing)
  • Assorted bundles or offcut packs (unless unused and uncut)
Important: If any final-sale item arrives genuinely defective or damaged, we will replace or refund in full—even though it is marked final sale. Defects on arrival override final-sale status.

Contact & Support

For questions about a return or refund:

For questions about shipping or delivery, see our Shipping Policy.

Material Care

For advice on cleaning, conditioning, or caring for your leather, visit our Care Guide. Many "issues" are actually normal leather behavior and can be easily managed.

Mulch Leather Co. — Crafted with character. Made to last.