Refund policy

At Rue Leather Goods, we believe in craftsmanship that lasts. Every piece is carefully selected for its quality, durability, and timeless design. If for any reason you are not completely satisfied with your purchase, we’re here to assist.

This policy is designed in accordance with the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002, and does not limit your rights under South African law.

1. Your Assurance

We stand behind every Rue piece. All products are:

  • Made from genuine, high-quality leather
  • Crafted to be durable and long-lasting
  • Free from manufacturing defects

2. Inspecting Your Order on Delivery

When your order arrives, please check that:

  • The item matches what you ordered
  • The product is in excellent condition
  • Any custom specifications are correct

If something is incorrect or unsatisfactory:

  • You may refuse delivery immediately
  • Notify us via our returns contact
  • We will arrange a replacement, repair, or full refund

Refunds are processed within 10 business days, at no cost to you.

3. 7-Day Cooling-Off Period

If you change your mind, you may return your item within 7 days of delivery, provided that:

  • The item is unused and in original condition
  • All packaging and accessories are included

South Africa:

  • Returns must be shipped at your own cost

International:

  • Returns must be shipped at your own cost

Once received and inspected, refunds are processed within 10 business days.

Please note:
Custom-made or personalised items are not eligible for return under this policy.

4. Defective Products (Up to 1 Month)

If your item has a manufacturing defect, you may request:

  • A repair
  • A replacement
  • A full refund

This applies within 1 month of purchase.

What qualifies as a defect:

  • Faulty stitching
  • Broken or loose zippers, straps, or hardware
  • Structural issues affecting use

What is NOT considered a defect:

  • Natural wear and tear
  • Damage from misuse or improper care
  • Leather aging (patina, softening, minor marks)
  • Unauthorised alterations

If confirmed, we will cover all return and delivery costs.

5. Items Damaged During Delivery

If your item arrives damaged:

  • Notify us immediately after receiving it
  • We will arrange collection at no cost

You may choose:

  • A replacement
  • A repair
  • A full refund

Refunds are processed within 10 business days.

6. How to Request a Return

To initiate a return:

  • Contact us via email or our returns channel
  • Provide your order details
  • Specify whether you want a refund, repair, or replacement

7. Preparing Your Return

To ensure a smooth process:

  • Package the item securely
  • Include all original accessories
  • Clearly label your return reference

Failure to do so may delay processing or result in refusal.

8. Refunds & Charges

  • Refunds are issued via EFT (South Africa) or international transfer/PayPal
  • If items are returned incomplete, we may deduct the value of missing parts
  • If a return does not meet policy requirements, return shipping costs may be charged

9. Our Philosophy

Rue Leather Goods is built on the idea that your bag should age with you, not expire on you.
We encourage mindful purchasing—but when things aren’t right, we’ll make it right.