My Guarantee
I believe in my leather, thread and craftsmanship so strongly that I warranty every one of my products against defects in materials and workmanship for 100 years. If you or one of your lucky descendents should have a problem, send it back and I'll repair or replace it for free (be sure to put this guarantee in your will). This guarantee applies to the original buyer purchased through Saddleback Leather Company.
Saddleback Leather products are made to last a lifetime or two, but they're not bear, bullet or semi truck proof. The warranty covers defects in materials and workmanship and does not cover misuse or abuse or normal wear and tear.
Because of the nature of full grain leather and how difficult it is to work with, (approx. only 2% of bags are made from full grain leather) all of my bags are uniquely different and are made to have markings, with some uneven stitching, tones and shades that vary up to 20% with the colors, and areas not perfectly symmetrical. They're not mass produced by an army of children working for a dollar a day running computer operated machines. They're created by a few folks who have worked leather for the majority of their lives. I designed and built these bags for durability, not for flair. They're definitely not pretty boy bags. As the bags are used, broken in and conditioned properly, the leather will soften and have a worn and used look to them which does include wrinkling, just like any good pair of boots or dress shoes get when you squat down in them. From the uncountable emails received from happy past customers over the years, they adore their bags even more with time.
Return/Exchange Policy
Refund Details
Return Instructions
Returning a gift for Exchange
Repair Policy and Instructions
Return/Exchange Policy
All leather pieces sold by Saddleback come from the finest materials and are handcrafted by the best generational leatherworkers. They're guaranteed to be full grain leather, in new condition, and inspected by the highest quality control.
All leather pieces offered by Saddleback are protected by a 30 Day Full Satisfaction Promise from date of delivery, which guarantees a full refund or product credit exchange as long as the product is returned in new and unused condition, in the original box (if there is extensive damage to the box, contact our Customer Service for instructions), including all parts and accessories. "New and unused" means that there are no signs of wear on the product and the product must not have been altered in any way. For obvious reasons, we cannot accept a return of any item with any indication that it has been used. All returned products in used condition will be returned to the buyer at their expense. Special order items are non-returnable.
If you are not satisfied with an item that you've purchased, you may return the item within 30 days of delivery for a:
- Full Refund of the amount paid minus shipping. This will be refunded through the original payment method.
Or a:
- Product Credit Exchange.
If you desire to return your product within the 30 day Full Satisfaction Promise period, your returned product must be:
- packaged carefully to avoid damage.
- shipped fully insured.
- have a Return Authorization Number obtained from Saddleback Leather. Any package without a Saddleback Return Authorization Number will be refused upon delivery.
- return documented by Saddleback Leather within 30 days after purchase. All products received outside of the 30 day guarantee will be refused and returned to the original buyer unless return is international shipping with prior authorization.
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Refund Details
Non-refundable items:
- Shipping costs cannot be credited.
- Custom Fees incurred from your own government taxes cannot be submitted for reimbursement.
- All products sold as seconds. All seconds sales are final.
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Dave's Deals-All sales are final. You may exchange it for store credit within 30 days in new condition only.
- Monogrammed, tattooed items or products altered in any manner.
- Special Order items are final sales items. No cancellations, refunds or exchanges. (Suede lined bags fall in this category)
Items On-Sale: Amount paid refunded (discounted price).
Damaged or Defective Items: If you receive a damaged or defective item, please contact our Customer Service immediately (within 48 hours of delivery or after opening your gift). Please supply us your order number from your original confirmation e-mail, your e-mail address and phone number. We will get you a Return form and an emailed UPS label for the return shipping.
If the defect does not pertain to the leather, it will either be repaired and returned to you at no cost or replaced with a comparable product.
If the identified defect pertains to the leather, please be aware that because of the nature of our bags what might be considered a defect is sometimes the nature of the leather itself. If our specialist determines the leather is defective, we will gladly replace your product and return it to you at no cost. If our specialist determines the "defect" is naturally recurring in the leather, then you may elect:
- A money refund.
- An exchange for a comparable product.
- A store credit.
If there is extensive damage to the box, refuse the order and contact our Customer Service immediately. If the package was left at your shipping address please return the product in the original damaged box. Please have your order number available when you contact Customer Service.
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Return Instructions
Simply follow the steps below to return your order:
* Please note, Saddleback cannot guarantee return credit for orders that are returned without proper Saddleback authorization. Return Authorization must be obtained by following exactly the steps below.
- 1 - Make sure you have read our Return Policy above.
- 2 - Log into your online account, click on My Account, click on Orders History and after identifying the item you want to return, submit an online Return/Exchange Request.
- 3 - Saddleback will email you a Return Authorization Number and Instructions within two to four business days.
- 4 - Follow the returning instructions contained in the email and ship the item back to the address listed within the same email. Repack the product in its original packaging materials. Do not include any other markings or text on the package except what is specified in our email instructions.
Return freight charges must be covered by the customer. Saddleback will refund the freight charges if the product is defective due to materials or workmanship within the 30 day promise agreement.
If you choose a refund, we will email you when the credit has been submitted to your credit card. Credit card companies vary in the time it takes for a "credit" to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.
All return/exchange products received in used condition will be returned to the buyer at their expense.
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Returning a Gift for Exchange
* Please note, Saddleback cannot guarantee return credit for orders that are returned without proper Saddleback authorization. Return Authorization must be obtained by exactly following the steps below.
Gifts may be returned within 30 days of delivery, extending it to 45 days if purchased between Nov.15th and Dec. 30th.
PLEASE NOTE: The item must be returned in new and unused condition, in the original box and with all parts and accessories. "New and unused" means that there are no signs of wear on the leather and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used. All leather products deemed used upon inspection will be returned to the buyer at their expense.
Instructions:
- 1 - Send us an e-mail indicating the reason of your Gift Return and make sure to specify the name of the person under which the gift was purchased at Saddleback.
- 2 - Saddleback will email you a Return Authorization Number and Instructions within two to four business days.
- 3 - Follow the returning instructions contained in the email and ship the item back to the address listed within the same email.
PLEASE NOTE: You will receive a product exchange or store credit of your choice as soon as we receive the returned leather piece. No direct refund can be applied to returned Gifts unless the original purchaser submits the return.
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Repair Policy and Instructions
If during the lifetime of your bag you encounter a problem with materials or workmanship please contact us immediately.
- 1 - Send us an e-mail indicating the problem and make sure to specify the order number or name of the original purchaser that you received the gift from.
- 2 - Please include attached pictures showing detailed area of concern.
- 3 - Saddleback will evaluate if it would be better (considering customer convenience and shipping fees) for the customer to have qualified local leather or shoe shop repair the item. All repairs taken care of in this matter will immediately be reimbursed to the customer with proper repair documentation from the repair shop.
- 4 - If the item needs to be sent in, Saddleback will email you a Return Authorization Instruction email and a UPS return label.
- 5 - Follow the returning instructions contained in the email and drop the boxed item and the return label at your local UPS location.
- 6 - Saddleback will pay for return shipping for all leather pieces to the customer once repairs are completed.
- 7 -Please allow 2-6 weeks upon receipt of leather goods to be repaired and returned
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