Refund policy

At The Hideout we take great pride in the quality of our products and strive to ensure your complete satisfaction. However, we understand that issues may occasionally arise, and we are committed to addressing them promptly. By making a purchase with The Hideout, you agree to the terms and conditions detailed below concerning shipping and returns.

Refund Policy

It's important to note that refunds will be exclusively provided for items that are assessed and deemed faulty. In all other cases, we will only offer store credit or exchanges - not cash refunds.

Faulty Items

• If you receive a faulty item, please contact us immediately and provide photos of any damage. We may request the product to be returned to us for closer inspection. If the item is confirmed as faulty, we will either refund or replace it. Please contact us at contact@thehideoutnz.co.nz
• Please note that scratches, brandings and occasional patches are a natural component of the cowhides and their tanning process and are not considered defects. Please inspect your items immediately upon delivery.

Returns Guidelines

• Returns must be initiated within 10 days of receiving your items. Any returns requested after this time period may be rejected. Please first email us at contact@thehideoutnz.co.nz to inform us that you are returning an item, and your desired outcome (eg: what product you would like to exchange it for, or if you'd like a store credit). We ask that you send us the tracking number so we know when to expect your return.

• Your item(s) must be returned in their original condition, with tags attached, unused, unwashed, and free from stains. If the item(s) appear used, we will not issue a credit or exchange. All items must be in resalable condition. 

• The buyer is responsible for covering the shipping costs for both the return and the exchange for a product.

• For your protection, please ensure all returns are shipped via a tracked courier service. We are unable to issue refunds for items that go missing during return transit.

• When returning items, please include a copy of your invoice with the return.

• We do not offer credit or exchanges for items returned due to a change of mind. Please make your selections thoughtfully.
  
  
• Shipping costs are non-refundable.  

To start a return, you can contact us at contact@thehideoutnz.co.nz.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items, including those with hot iron branding). Please get in touch if you have questions or concerns about your specific item. 

All sale items are considered final, and we do not accept returns or exchanges for them. Please choose your sale items carefully.

Thank you for choosing The Hideout.