Refund policy

 

IN-STOCK PRODUCTS: 

For in stock buckles, as advertised they are shipped immediately. We prepare to ship as soon as the order arrives in our system, for this reason we do not offer cancellations for reimbursement, or exchange of any type, at any time. All in-stock items are guaranteed to be best quality, non defective or damaged; leaving no reason to return an item once received. Requests for cancelations for reimbursements will not be approved.

CUSTOM PRODUCTS: 

All of our custom products are made to order, upon ordering. Once an order is placed, our work begins immediately. For this reason we do not offer full cancellation for full refund after an order is placed and in our system.

If an order is canceled for ANY reason even before we start production or before we even create and send you a graphic design we will refund 35% of the purchase price plus shipping. This applies, if for example you have ordered by mistake, or any reason for cancellation, moments after placing the order. It is your responsibility to review your cart, make sure items are correct to refrain from any inconvenience. Since you have specifically proceeded to check out, and completed your order. We are unable to offer a full refund on our system. This is where the 35% refund will take place. Or, you are able to change the item accidentally purchased, or purchase multiple qualifying items with the credit, if your purchase amount allows.

If you decide to cancel an order after we have already been in any communication, we DO NOT refund, FOR ANY REASON.
If the graphic design has already been created, and sent to you, NO CANCELLATIONS, NO EXCEPTIONS. Our work began and we cannot offer any type of reimbursement. All sales will be final. Once we begin production on your order, no cancellations. If you have questions about what the finished product will look like please ask prior to ordering or approving design, we are here to clear up any confusion.

ONCE YOU RECEIVE YOUR CUSTOM ITEM:

We always strive for perfection and complete customer satisfaction. As all items are handcrafted, not machine mass produced, no two items will ever be the same. There can be very minimal yet visible differences in finishes from the model display image, to your final products. This is due to the nature of our 100% hand-crafted process. For this reason we are cannot take any action on this concern. We ensure all other craftsmanship details are up to standards. Such as the soldering, placements, and cleanliness.

Each order goes through numerous quality checks, but if you feel yours needs extra review we will gladly hear you out. You must contact us within 2 days of receipt. We will evaluate your concern, and if we agree with your concerns, we may consider a remake, or refurbishment if needed. However, NO RETURNS for reimbursement. 

Your order is sent to you in intact up to standards condition and is recommended to be handled with care of a fine item. We are not responsible for lack of care to your product, causing harm. We cannot evaluate an item after the above mentioned 2 days of receipt. If upon arrival your item has an issue, we will gladly take action, as long as the customer contacts us within the 2 day period. We can only evaluate your order, and see if we can remake you a new one, if at all we agree there is a real issue, or error. (if applicable)

We only remake, or repair items if the item is received truly defective or damaged causing the customer to not be able to use the piece as what is made for. (such as: broken belt buckle loop, broken belt hook, broken pendant hinge) We do NOT cover wear and tear after such as dents & scratches, it is your responsibility to take proper care of your fine piece.

Due to the handcrafted process, we exclude remakes or repairs on items that contain a very minimal imperfection, if the item can still be used properly. All items are 100% hand crafted, and never machine made, cut, soldered, placed, or finished. Therefor, minor imperfections can rarely be found, which is the beauty of our hand crafted and unique pieces. 

If there has been a custom error, compared to your approved design, we will offer a remake at no additional fee. We take all responsibility and offer you an immediate solution with no hassle to you. However, NO CHANGES will be made to the "new" item we make you, it will be exactly as your original approved design. 

If we decide we will proceed with any type of repair, or remake and we ask you to send the item back to us for further evaluation; it is required you send the item immediately. Within 2 days of you receiving the return label we provide you with, or the green light to send it back to us. If you refuse to send it back, we will refuse any further service to attempt to resolve your issue. Your cooperation is just as important. If you fail to get your product back to us, the case will be closed and you will no longer be eligible for any type of resolution on your order. We take the time to create and pay for the label, and we take action on your matter immediately.

IMPORTANT: We send you a graphic design for YOUR review. It is there YOUR responsibility to review and ensure that all spelling, and your customization requests are correct & as you expect& requested. Once you approve, the production begins exactly how you have approved of the proof. We are not responsible for lack of review on the graphic design sent to you, or ordering incorrectly. We are open at all times to make changes, and answer questions.

If the item you receive contains incorrect spelling, or details, just as the graphic design you approved does… we are not responsible, and we are unable to make a new item. You would have to place a new and correct order.

If the item you receive contains incorrect spelling, and it was correct on the proof approved by you, we will take care of your order by remaking the item, at no additional cost. Only if it was an error, compared to your approved graphic design. 

PRODUCTION TIME DISCLAIMER

All items are hand crafted and we will never have an exact day of completion, only rough estimates according to how busy we are at the time of placing your order.

Production wait time always fluctuate. You will be provided with a timeframe, at the time of your order beginning production. Production time can take longer, or most commonly can be take much less time than that provided. Often times unfortunate events, or minor mishaps can happen causing a delay on an order. This is due to the nature of all items being hand crafted, made to order. We are unable to refund/cancel orders for any reason relating to production wait time.

If you need your order by a certain date, please contact prior to ordering. We can go over our current time window of completion where we provide you with the chances of receiving your order in time, or not. In most events, we do accommodate certain dates that you need your order by, with a priority services added to your order (fee ranging from $25.00-$65.00) as long as we are notified prior and not while in production. We need to move the order in a certain manner. However, these items are still handcrafted and in rare events, can experience any unknown delay that can cause order not be delivered by the day needed even with priority services. 

For any questions regarding an existing order please contact us at info@cowboss-silversmiths.com with your full name and order number, and we can further assist you.