The 30-day window

You have 30 days from delivery to start a return, provided the item comes back in like-new condition. Furniture is the exception: every piece is made to order, so those sales are final. See furniture orders and changes.

Get authorisation before you ship anything

Every return has to be authorised first, and it matters more than it sounds:

  • Return without an authorisation number and a 25% restocking fee applies.
  • An unauthorised parcel arrives with nothing to match it to. It can genuinely go missing in the warehouse, and we cannot take liability for items sent without a number.

What condition it has to be in

Like-new, and in the original box where possible. Anything showing signs of use, damage or alteration is sent back to you and no refund is issued.

Natural markings are a different matter. Scars, patches, discolouration and brands are inherent to real cowhide and are never treated as damage.

What it costs

Returns carry a restocking fee plus round-trip shipping, and the percentage depends on how quickly you file. The detail is in restocking and return shipping fees.

If you would just rather have a different hide, an exchange is the cheaper route: your first cowhide rug exchange comes with a free return label.

How to file

It takes about a minute. If the portal gives you trouble, or you are not sure the item qualifies, email help@cowhidesdirect.com and we will sort it out with you.

When your refund arrives

Once the return reaches our warehouse and has been inspected, refunds are processed within 5 to 7 business days. You get a confirmation email the moment it goes through.

Your bank may then take a few more days to show the credit on your statement.