Refund & Exchange Policy
Last updated: January 2025
1. Service Satisfaction Guarantee
We stand behind the quality of our leather cleaning, repair and restoration services. Your satisfaction is our priority, and we are committed to ensuring you receive excellent results.
If you are not satisfied with our service, please contact us within 14 days of pickup. We will re-inspect the work and make appropriate corrections at no additional charge. This guarantee covers our workmanship and ensures you receive the quality you expect.
2. Service Corrections
If you notice issues with our work after picking up your item, contact us immediately. Common corrections we handle include:
- Residual staining or spots not addressed in original service
- Color matching issues requiring adjustment
- Repair work that did not hold as expected
- Leather conditioning that did not achieve expected results
Service corrections are performed free of charge within 30 days of original service completion. We may require the item to be returned to our studio for re-work.
3. Refund Eligibility
Service refunds are available under the following circumstances:
- Workmanship Issues: If we are unable to correct service issues to your reasonable satisfaction after two attempts, a refund may be provided.
- Cancelled Before Work Begins: Full refunds are available if you cancel before we begin processing your item.
- Partial Work Refunds: If you cancel after partial completion, a refund for the uncompleted portion of work may be provided.
- Overcharge Errors: If you are overcharged, we will refund the difference promptly.
4. Non-Refundable Items
Certain situations do not qualify for refunds:
- Items not picked up within 90 days of completion notification
- Damage caused after pickup (weather, accidents, normal wear)
- Items with hidden pre-existing damage discovered during processing
- Services that achieved the described results but customer expectations were not met
- Rush fees for services already completed
5. Refund Process
To request a refund:
- Contact us by phone or email within 30 days of service completion
- Provide your order information and reason for refund request
- We will review your request and respond within 3 business days
- Approved refunds are processed within 10 business days
Refunds are issued to the original payment method. If paid by cash or check, refunds are issued by check mailed to your address on file.
6. Item Exchanges
Our services are custom work, so traditional "exchanges" do not apply. If you are not satisfied with the results, we will re-work the item until we achieve satisfactory results.
For items with color changes: If the final color does not match what was approved during the consultation, we will adjust or restore to the original color at no additional charge.
7. Item Storage and Abandonment
Completed items not picked up within 30 days will receive a pickup reminder. Items left beyond 90 days are considered abandoned and may be disposed of or sold to recover storage costs.
No refunds are available for items abandoned after work completion.
8. Deposit Policy
Deposits are non-refundable if you cancel after work has begun. This covers our time, materials allocated and scheduling costs.
Deposits are transferable to other services if you reschedule within 30 days.
9. Gift Cards and Prepaid Services
Gift cards and prepaid service packages are non-refundable but never expire. They can be applied to any service at current pricing.
10. Liability Limitations
Our total liability for any service-related claim is limited to the lesser of the actual value of the item or the service cost paid. This includes claims for damage, loss or dissatisfaction with results.
11. Contact Us
For questions about this policy or to request a refund, please contact us:
- Email: kaliyahbarr@simonsleath.services
- Phone: (601) 924-6113
- Address: 300 Clinton Boulevard, Clinton, MS 39056