Refund policy

At Hestern, we understand that sometimes you may need to return an item due to size, color, or personal preference. We offer a 30-day return policy on eligible bags and leather goods.

Returns

Our policy lasts 30 days from the date of delivery. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.

We accept returns only on new, unused, and unworn items in their original condition and original packaging, with all tags intact.

The following items are not eligible for return or exchange:

Personalized or custom-made orders
Engraved products
Leather chairs, stools, and jackets
Sale or clearance items

Customers may request a return or replacement within 30 days of delivery.

Returns will be accepted only in the following cases:
- Wrong product or color received
- Product received in damaged or defective condition
Please note:
- We do not accept returns or exchanges for size-related issues (small or large) or aesthetic preferences (such as design, look, or personal liking).

Custom-made and personalized bags are produced specifically according to the customer’s instructions and therefore cannot be returned or exchanged under any circumstances, even if the customer is dissatisfied with the final result.

The customer is responsible for return shipping charges and must courier the product to our address (Hestern Outlet, Gokul Bliss Commercial Building 1st floor, Bhuvana Road, Udaipur 313001, India) in its original condition, including all original packaging. Return shipping costs will only be covered by us if the item received is damaged, or defective. Shipping charges are non-refundable.

Handcrafted Product Disclaimer

All Hestern products are handcrafted leather goods. Minor variations such as:

5–10% color differences in leather
Slight fitting variations
Different buckles or hardware than shown
Thread color differences
Minor uneven leather cuts

may naturally occur due to handmade production. These are not considered manufacturing defects and do not qualify for free returns or refunds.

Handcrafted On Order Shipping Policy

If your order is a handcrafted, made-to-order item, please allow 4–6 working days for production before dispatch. Each piece is carefully crafted with attention to detail to ensure the highest quality. Once your order is ready, it will be shipped and you will receive a confirmation along with tracking details.

Please note that cancellations, returns, and exchanges are not allowed on handcrafted, made-to-order items.

Return Shipping

Customers are responsible for all return shipping costs.

Shipping charges are non-refundable, except in cases where the item is received incorrect or damaged.

If your product arrives damaged or incorrect, you must provide:

Clear photographs of the damage or issue
An unboxing video (mandatory for damaged item claims)

Claims without proper documentation may not be accepted.

Refunds (If Applicable)

Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.

If approved, your refund will be processed and credited to your original method of payment within 5–10 business days, depending on your bank or payment provider.

Non-Delivery & Failed Delivery Refunds

In cases where delivery fails due to the customer’s unavailability, refusal to cooperate with the courier, or failure to provide identification when requested:

Shipping charges will be deducted from the refund
Full refunds will not be issued

Please cooperate with our delivery partners to ensure successful delivery.

Late Delivery Policy

Refunds will not be issued for delays caused by:

Courier service issues (FedEx, DHL, etc.)
Customs clearance delays

Once a valid tracking number has been provided, delivery delays do not qualify for refunds or cancellations.

Engraved & Personalized Orders

All engraved and personalized products are non-returnable, non-refundable, and non-exchangeable under any circumstances.

If multiple personalized orders are placed and only one is desired, returns will still not be accepted.

Late or Missing Refunds

If you have not received your refund:

Check your bank account again
Contact your credit card provider
Contact your bank

If the issue persists, please contact us at:
support@hestern.us

Order Cancellation

Orders may be cancelled within 24 hours of placing the order or before shipment, whichever comes first.

Once an order has been shipped, cancellation requests are no longer guaranteed.

Duties, Taxes & Import Fees

International orders may be subject to customs duties, taxes, or import fees determined by your local government.

These charges are the responsibility of the customer.

If an order is refused or returned due to unpaid duties, taxes, or import fees (including customers in Germany, the UK, Canada, or other countries), no refund will be issued.