Refund policy
RETURNS & REFUNDS POLICY
Willebok Leather
Effective date: 11 October 2026
1. Our commitment to quality
At Willebok Leather, we take great pride in crafting high-quality, handmade leather products.
Every item is individually made and inspected before dispatch to ensure it meets our quality standards.
Due to the handmade and artisanal nature of our products, our standard returns policy is limited to the circumstances described below. This policy operates alongside, and does not replace or limit, any rights customers have under applicable South African law.
2. Eligible returns: manufacturing defects and shipping damage
We accept and assess return claims involving:
- Manufacturing defects: Genuine defects such as stitching failure, hardware malfunction or a material flaw that was present at delivery and is not attributable to customer misuse, wear, mishandling or unauthorised alterations.
- Shipping damage: Damage sustained during transportation that occurred before the product was delivered to the customer.
- Incorrect or materially non-conforming products: Products that do not match the agreed order specifications or are materially different from their description, subject to applicable legal requirements.
A claim will be assessed according to the nature of the issue, the circumstances and the customer's rights under applicable law.
Natural characteristics of genuine leather
Genuine leather is a natural material. Differences in grain, colour, texture, minor marks, scars and other natural characteristics are part of its individual appearance.
These natural variations do not, by themselves, qualify as manufacturing defects, provided the product conforms to its description and applicable legal requirements.
Customers are encouraged to review product photographs and descriptions carefully and to contact us before ordering if they require further information about a particular product.
Change of mind and personal preference
Our standard policy does not provide voluntary returns or refunds for change of mind, personal taste or preference where a product conforms to its description and applicable legal requirements.
However, statutory cooling-off rights under the Electronic Communications and Transactions Act 25 of 2002, where applicable, and any other rights provided by law remain unaffected.
3. Custom-made and personalised products
Custom-made or personalised products may include items produced according to specific measurements, engravings, embossing, monogramming, designs, colour choices or other individual specifications.
Because these products are made according to individual requirements, they may not be eligible for certain statutory cooling-off rights where a legal exception applies.
Customers should carefully review and approve their specifications before production begins.
Custom-made and personalised products remain subject to applicable statutory rights and remedies if they are defective, incorrect or otherwise fail to meet legal requirements.
4. Reporting a problem
If you believe your product has a manufacturing defect, has been damaged during shipping or does not match your order, please contact us as soon as reasonably possible.
We request that concerns be reported within seven days of delivery, wherever possible, so that we can investigate promptly.
This seven-day reporting period is a request to help us resolve issues efficiently. It does not remove or shorten any statutory rights that may apply beyond that period.
Please provide the following information:
- Your order number or proof of purchase.
- A clear description of the problem.
- Photographs showing the issue from multiple angles, where possible.
- Any relevant details about the delivery or when the issue was discovered.
Please contact us before returning a product so that we can assess the issue and provide appropriate instructions.
Contact details
Email: Info@willebokleather.co.za
Telephone: 072 190 7965
5. Return conditions and inspection
Where a return is appropriate, we may request that the product be made available for inspection to establish the nature and cause of the reported issue.
Where reasonably possible, customers should retain the original packaging, tags, accessories and proof of purchase.
We may request that the product be returned in suitable packaging to prevent additional damage during transportation.
A product's use or lack of original packaging will not automatically remove statutory rights where the law provides otherwise.
Damage caused by customer misuse, neglect, unauthorised alterations or mishandling may affect the remedies available, depending on the circumstances and applicable law.
Please do not send products to us without first contacting us for return instructions.
6. Return shipping costs
Return shipping costs will be handled in accordance with applicable South African law.
Where a qualifying defective-goods return falls under the Consumer Protection Act, the return is at the supplier's risk and expense as provided by law.
For other returns, including qualifying change-of-mind cancellations under applicable cooling-off provisions, the customer may be responsible for the direct cost of returning the product, as permitted by law.
We will communicate the applicable arrangements when handling a return request.
7. Refunds, repairs and replacements
Once a returned product has been received, where applicable, we will assess the claim and determine the appropriate next steps under this policy and applicable law.
Depending on the circumstances and the rights available, the resolution may include a repair, replacement or refund.
Where the Consumer Protection Act provides the customer with a choice of remedy for qualifying defective goods, that choice will be respected.
If a replacement is unavailable, we will discuss the available lawful resolution with the customer.
Where a refund is due, it will ordinarily be made to the original payment method, subject to the applicable payment provider's procedures and legal requirements.
We aim to process approved refunds and replacements within 7–10 business days after inspection, where practicable. This is our target timeframe, not a restriction on any shorter statutory deadline that may apply.
The time taken for a payment provider or bank to reflect a refund may vary.
8. Statutory consumer rights
Nothing in this policy excludes, restricts or overrides rights available to consumers under applicable South African law.
These rights may include:
- The right to receive goods that meet applicable quality and safety requirements.
- Remedies for qualifying defective goods under section 56 of the Consumer Protection Act 68 of 2008.
- Applicable online purchase cooling-off rights under section 44 of the Electronic Communications and Transactions Act 25 of 2002.
- Other applicable rights relating to incorrect goods, delivery, cancellations and refunds.
The application of these rights depends on the transaction and circumstances.
9. Questions before purchasing
We want you to feel confident when choosing a handmade leather product.
If you need additional photographs, measurements, material details or clarification about a product before placing your order, please contact us. We will do our best to assist you.
Willebok Leather
Website: https://www.willebokleather.co.za
Email: Info@willebokleather.co.za
Telephone: 072 190 7965
Thank you for supporting our handmade leather business.