We stand behind every piece we make, and we follow Australian Consumer Law (ACL). This page explains how returns, refunds and exchanges work. It matches Section 5 of our Terms & Conditions.
Faulty, damaged or incorrect items
If your item is faulty, damaged on arrival, not as described, or otherwise does not meet the consumer guarantees under the ACL, please contact us within a reasonable time (ideally within 30 days of delivery).
We will provide a repair, replacement or full refund, including return shipping where applicable, in line with the ACL. For a major failure you are entitled to a replacement or refund.
To start a claim, email contact@ebbandflowleather.com with your order number, photos of the item and a short description of the problem.
Change of mind
We do not offer cash refunds or exchanges to your original payment method if you change your mind, no longer like the product, find it cheaper elsewhere, or for any other reason that is not a fault.
As a goodwill gesture, we may offer store credit for unused items returned in their original condition with all original packaging, within 14 days of delivery. Store credit is issued for the full product value, excluding the original shipping fee. Return shipping is at your cost. Store credit is at our discretion and subject to inspection when the item arrives.
To request store credit, email contact@ebbandflowleather.com with your order number, photos of the item and your reason. If your request is approved, we will send you return instructions.
Handmade items
Every case is handcrafted, so small variations in grain, colour and stitching are part of its character and are not faults. Your full ACL rights still apply.
Sending an item back
Please only send items back once we have approved your return. In the event of a return, email contact@ebbandflowleather.com and we will provide the return address.
Your rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights.