Returns
ARTISAN LEATHER aims to make your life easier by providing the convenience of purchasing products you love from the comfort of your home through its website www.velezartisan.com
Please note that if you are not satisfied with the product upon receiving it, you have fifteen (15) calendar days to request an exchange and seven (7) calendar days to request a refund (kindly be advised that all refunds will be processed directly to the original method of payment used at the time of purchase)
In the event of a refund request, the reimbursement will be issued for the product value only; shipping costs are non-refundable. A full refund (including both product and shipping costs) will only be granted in cases where the company is responsible for the issue, such as quality defects or similar circumstances.
Conditions to consider when requesting a return:
• Please contact our service channels email:infovelez@cuerosvelez.com - Hotline: +1 (888) 559-21-19
• Provide the reason for the exchange.
• Provide your personal information (identification number, email, address), order number, or invoice associated with the purchase.
• We will contact you to arrange the collection of the garments from the provided address in order to initiate the return process.
• Once we receive the garment, it will be evaluated. Based on the analysis, we will inform you if the exchange is appropriate or not.
• If the exchange is approved, we will proceed to send the new garment to your address.
• If the desired product is unavailable, we will issue a credit note that can be redeemed in the online store.
Please note that exchanges are only available for changes in size or color, and if the new product has a higher price, the additional cost must be covered by the customer.
After verifying the condition of the product, ARTISAN LEATHER will have three (3) business days to inform you if your product meets the criteria for exchange based on size, wrong product, or credit note.
ARTISAN LEATHER will accept exchanges if the product meets the following requirements:
• The product must not have been used.
• All tags and labels must be intact.
• The product must be in its original, unaltered state.
• It should not be dirty.
• There should be no traces of chemicals that may discolor or deteriorate the product.
• The product must not be faded.
• The garment should be in perfect condition.
• There should be no inconsistencies due to washing, adulteration, or ironing.
Products that are not eligible for exchanges:
Please note that leather care products, accessories, underwear, personalized products, face masks, travel cushions, and cosmetics cannot be exchanged.
Media
For any further inquiries, please contact our Customer Service line at email:infovelez@cuerosvelez.com - Hotline: +1 (888) 559-21-19
WARRANTY
ARTISAN LEATHER, through its website, aims to assist customers with any issues related to products purchased from our VÉLEZ brand stores.
Our goal is to provide customers with quality, suitable, and safe products. Therefore, we want to inform our customers about the warranty on the products we sell.
Legal Warranty
If a product presents faults, manufacturing defects, or missing parts, you can request a product repair, refund, or exchange.
Warranty Conditions
To make the product warranty effective, please consider the following:
• Make the request within the specified time frame.
• Provide the purchase receipt or buyer's identification.
• The damage to the product must be due to a quality and/or manufacturing defect.
• Deliver the product in optimal hygienic conditions.
• The product warranty applies in the country of purchase.
• The product must not be abused, misused, or improperly handled.
Term
The warranty period for products is six (6) months from the date of delivery, although this may vary depending on the purchased products.
Exceptions to the General Warranty Terms (depending on the product):
| PRODUCT | TERM |
|---|---|
| Travel Line Suitcases | 1 year |
| Accessories | 1 month |
| Cloths | 2 months |
| Watches | 1 year machinery/ 1 month bracelet |
| Travel cushions | 1 year for the foam, 3 months for the cover |
Exclusions
The warranty will not be recognized in the following cases:
• Ignoring the washing and care instructions for the products.
• Normal wear and tear of the product.
• Use of chemicals that deteriorate the color of the products.
• Alteration or modification of the product.
• Improper drying of the products.
• Incorrect use of the product.
• Damage caused by third-party actions.
• When the product has been handled by unauthorized workshops.
Promotional Products
Promotional products cannot be exchanged, but they are covered by the warranty offered by ARTISAN LEATHER.
Procedure
You should contact the customer service lines at +1 (888) 559-21-19 or email us at:infovelez@cuerosvelez.com Specify the reason for the warranty. Provide your personal information (identification number, email, address), order number or invoice with which the purchase was made. We will contact you to schedule the collection of the items at the indicated address to initiate the claim process. Once the item is received, it will be sent to our quality department for evaluation, and based on the analysis conducted, we will inform you whether the warranty is applicable or not. If the warranty is approved, we will proceed with replacing or repairing the product. However, in cases where the product cannot be repaired or is not in stock, we will refund your money. If the warranty is denied, the product will be returned to the original address of collection, along with the reasons why the warranty could not be honored.
