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Incorrect/Faulty Items

Incorrect/Faulty Items

Should you receive your order and find the item is incorrect or faulty, you should follow this process:-

  • Take Pictures - Take clear high resolution pictures, including the label on the Mattes products. Please be clear to illustrate your complaint.
  • Send a Support Request - Send us a Support Request with the details of your issue, include the images.
  • Do not use the item - Please do not use the item, if it is incorrect as once it is used you would be accepting the item as delivered.

All requests will be dealt with as a priority, however if the request needs to be sent to our manufacturers, this can take time to receive a response. Once a replacement has been agreed, this will be re-made/replaced for you in the normal delivery timescale.

Repairs/Warranty

Should you find your item through use is needing repair, you should follow this process:-

  • Take Pictures - Take clear high resolution pictures, including the label on the Mattes products. Please be clear to illustrate your complaint.
  • Send a Support Request - Send us a Support Request with the details of your issue, include the images.
  • Proof of Purchase - Send us a Support Request with the details of your issue, include the images.

All requests will be dealt with as a priority, however if the request needs to be sent to our manufacturers, this can take time to receive a response.

For Mattes products, please refer back to the care instructions for your product. Mattes can be found here. If your product has not been cared for per the instructions, any recourse for the product would be invalidated.

For Pink Equine leather products, we offer a no quibble 12 month warranty on all items, we will replace free of charge any broken or damaged part, regardless of reason. Following this period we will still offer a repair or replacement on a discounted basis for a further 2 years.

The costs of returning any item (if this is required) must be paid for by the customer. However, we will attempt to avoid this unless the item has to be inspected by the manufacturer.