Refund Policy

Thank you for choosing Moose Knuckle Leather for your made-to-order leather products, we strive to provide you with exceptional craftsmanship and service. Please read our refund policy carefully to understand the terms and conditions regarding refunds.

  1. Made-to-Order Policy:

    • At Moose Knuckle Leather, we specialise in creating customised, made-to-order leather products specifically tailored to your preferences.

    • Construction time for all pieces is indicated to be a minimum of 8 weeks, up to 16 weeks. However this maximum timeframe is subject to change due to demand and material availability. We will endeavour to contact customers to inform them of delays, however if order is within acceptable delivery timeframe we will not make an effort to contact.

    • Each product is meticulously crafted according to your specifications, making it unique and personalised for you.

    • Due to the customised nature of our products and funds being allocated to acquire materials, we are unable to offer refunds for changes of mind or cancellations once production has begun, and will not honour refund requests made more than 24 hours after initial payment has been received.

  2. Defective or Damaged Items:

    • We take pride in our craftsmanship and strive to ensure that every product leaves our workshop in perfect condition.

    • In the unlikely event that you receive a defective or damaged item, please contact our customer service team within 24 hours of receiving your order.

    • Provide your order number, a detailed explanation, and supporting documentation (such as photographs) of the defect or damage.

    • Our customer service team will review your request and provide you with further instructions on how to proceed.

    • Moose Knuckle Leather accepts no responsibility for damage of products in transit, or from misuse or general wear and tear.

    • Items are made using measurements provided by customer. If an item is found to not fit due to incorrect sizing provided, Moose Knuckle Leather will resize the item, however postage costs for return and re-postage will come at the cost to the customer.

  3. Refund Process:

    • If your claim of a defective or damaged item is approved, we will process your refund after verifying the issue.

    • Refunds will be issued to the original payment method used during the purchase.

    • Please note that it may take additional time for the refund to appear in your account, depending on your bank or credit card provider.

  4. Non-Refundable Items:

    • Since our products are made to order and customised specifically for each customer, we do not offer refunds for reasons other than defects or damages as mentioned in section 2.

    • Changes of mind, incorrect sizing, or dissatisfaction with design choices are not eligible for refunds.

    • We highly recommend reviewing your order details carefully before finalising the purchase to ensure accuracy.

  5. Customer Satisfaction:

    • We value your satisfaction and will make every effort to address any concerns or issues that arise during the ordering process.

    • If you have any questions, problems, or special requests, please contact our customer service team, and we will be happy to assist you.

    • Squarespace does not offer an option to insure items; If you require or would like to purchase optional insurance on your item/s, Australia Post offers this at a cost of $2.50 AUD per $100 after the first $100. If this is required we can invoice the customer as opposed to using the website checkout.

We appreciate your understanding of our refund policy. If you have any further questions or require assistance, please don't hesitate to contact us at mooseknuckleleatheraus@gmail.com