Refund Policy

REFUND POLICY

In Stock Products:

Rawhyde Manufacturing Company by Christopher Jay Heller wants you to be satisfied with your merchandise. For all in stock products (upon review of merchandise), we will gladly accept a return or exchange of saleable merchandise in original condition within 30 days of receipt of purchase, accompanied by an original receipt. All returns accompanied by original receipt will be credited back to the original form of payment.  Customers are responsible for paying the shipping to return all products.

NO REFUNDS or EXCHANGES for used or damaged merchandise.  This includes Items that have been worn, soiled, laundered, or altered in any way; except for products with a manufacturer defect.*

Special / Custom Orders:

Due to the custom nature of each made-to-order product, Rawhyde Mfg. Co.  does not offer returns, exchanges or refunds for those items. This includes any custom orders of Neckties, Bow Ties, Pocket Squares, Suspenders, Box Sets, Hats and any other product that includes personalized embroidery.

Any required deposit amount for special or custom-made orders are non-refundable once deposit has been paid to Rawhyde Mfg. Co., even if the customer later decides to cancel the order.  Once the custom order has been completed and received by the customer, NO REFUNDS or EXCHANGES will be issued for custom made-to-order products.  EXCEPTION: A refund of the deposit amount for custom orders will be fully refunded only if the customer makes a written request by email (at chris@rawhydemfg.com) within 24 hours from the time the customer issues payment to Rawhyde Mfg. Co.  In this case, the deposit or payment amount will be credited back to the original form of payment.

NO REFUNDS or EXCHANGES will be issued for custom hats when the customer has provided Rawhyde Mfg. Co. with the incorrect hat size or head shape.

NO REFUNDS or EXCHANGES for used, worn or damaged merchandise; except for products with a manufacturer defect.

Repair, Restoration & Redesign Services:

We at Rawhyde Mfg. Co. stand behind the quality of our craftsmanship 100%. If a customer is not completely pleased with the results of our cleaning, repair or restoration services, Rawhyde Mfg. Co. will attempt to re-clean, restore, or repair the product on a complimentary basis. We do ask that your product is returned to Rawhyde Mfg. Co. within a maximum of 7 business days in unworn, unused condition. Rawhyde Mfg. Co. must be given the opportunity to examine the product. The claims process can not be started using any digital images. Rawhyde Mfg. Co. reserves the right to use an independent product analysis firm to determine if the Rawhyde Mfg. Co. process was at fault. This could take up to 3 months.

Regrettably, due to the nature of our services, refunds for these services cannot be issued. This policy is for all products that Rawhyde Mfg. Co. has cleaned, repaired and / or restored.

While the staff at Rawhyde Mfg. Co. are highly skilled technicians, unfortunately, we cannot guarantee stain removal. Our staff will make recommendations about the possibility of stain removal, but stain removal for certain stain / fabric / dye combinations is impossible to predict until the stains are treated and the product is cleaned. Rawhyde Mfg. Co. cannot offer price reductions or refunds for stains not removed during the cleaning process.

For products specifically altered, redesigned, repaired or tailored by Rawhyde Mfg. Co. (not any other merchant or vendor), we will correct any issues of fit on a complimentary basis provided that the product is returned within 7 business days from the date of receipt of the product. Fit issues that will be addressed on a complimentary basis must be part of the original alteration and size perameters. Repairs will be addressed at no additional charge, provided that the issue is within the scope of the original repair. Repairs, redesigns or alterations not part of the original description, or services rendered by another vendor, merchant or party, that need to be addressed will incur an additional cost.  Due to the custom design nature of each Re-designed Hat, Rawhyde Mfg. Co.  does not offer returns, exchanges or refunds for these items. Any request for additional redesign efforts for the product, outside the parameters of the original request, will incur an additional cost.


MANUFACTURER DEFECT WARRANTY*

We inspect each product multiple times prior to shipping, however in the rare event that you receive a product with a manufacturer defect, please contact us first before sending any item back.  Manufacturing defects do not include any design elements, creative design choices, or natural elements and (dis)coloration of fabrics, patterns, and types of felt fur. Normal wear, abrasion, misuse, alteration, abuse, taking apart of the product, or improper washing and drying are not covered. This warranty does not cover damage caused by improper care, accidents, prolonged UV exposure, or the natural breakdown of certain materials over long periods of time. Rawhyde designs will not be liable for incidental or consequential damages.

Any product that has been altered or modified in any way, including, but not limited to: redesigned, repaired, restored, cleaned or tailored by another merchant, vendor or party, will immediately and effectively void this limited manufacturer warranty.  Customer assumes liability for any, and all future manufacturer claims.

Rawhyde Manufacturing Company may replace or refund any merchandise with a legitimate manufacturer defect within 60 days of purchase, excluding shipping charges.  Upon receipt of the returned Item, Rawhyde Mfg. Co. will inspect the Item and make its decision in its sole discretion on whether it is more appropriate to offer a repair or replacement of the item.  If the claim is legitimate, and a replacement or repair is not appropriate, Rawhyde Mfg. Co. will offer a full refund.  All claims will be reviewed carefully prior to issuing a replacement or refund.  A product with a legitimate manufacturing defect will not incur a restocking fee.

RETURN INSTRUCTIONS:

  1. Make sure to contact Rawhyde Mfg Co. by email first (chris@rawhydemfg.com) to make your claim for return.
  2. Once you have received authorization and return approval, then
  3. Pack up your return in the appropriate shipping container, and include your full name, email address, phone number and description of your concern or reason for the return.
  4. If your purchase was made online, please include either the original order confirmation number or a copy of your receipt.
  5. Ship your return to:

        Rawhyde Manufacturing Co.
        Attn: Returns

        619 S. Olive Street, Unit 201
        Los Angeles, CA. 90014

  1. Please note that we do not provide free return shipping.  We also do not reimburse for return shipping.
  2. We recommend using a carrier who can provide tracking for your package.
  3. Rawhyde Mfg. Co. is not responsible for any return Items that have been lost in transit.  Please add shipping insurance for your returns, if necessary.
  4. Once we receive your return, refunds will be processed within approximately ten (10) business days after we review and approve the nature of your claim.  The process time of review and approval depends on what type of claim is submitted. *Manufacturing defect claims may take longer to process.*

CONTACT

For customer service inquiries (wholesale, online and general questions) please e-mail info@rawhydemfg.com, or contact us at (818) 350-3424.

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LIMITED WARRANTY/LIMITATIONS OF REMEDIES AND LIABILITY

Limited Warranty. Rawhyde Mfg. Co., ("Rawhyde"), to the original owner ("Owner"), under intended use and maintenance, warrants the enclosed product ("Product") to be free from defects in materials and workmanship. No warranty against defects in materials and workmanship will apply if Product is (i) altered in any way, (ii) used for purposes inconsistent with Product’s intended purpose or design, or (iii) improperly maintained. Warranty will furthermore be voided where Owner/user (i) failed to follow Product instructions or warnings or (ii) subjected Product to misuse, abuse, neglect, and normal wear and tear.

During the warranty period, original Product parts determined by Rawhyde to be defective in materials or workmanship will be repaired or replaced as Owner’s sole remedy. Rawhyde reserves the right to refund the customer at it's own discretion if the Product can not be repaired or replaced.  Rawhyde also reserves the right to replace any discontinued product with a new product of comparable value and function. A returned product deemed irreparable becomes the property of Rawhyde and will not be returned to the customer.

EXCLUDING THE LIMITED WARRANTY PROVIDED ABOVE, RAWHYDE, ITS AFFILIATES AND THEIR SUPPLIERS, TO THE MAXIMUM EXTENT PERMITTED BY LAW, MAKE NO WARRANTIES, EXPRESSED OR IMPLIED, AND DISCLAIM ALL WARRANTIES, DUTIES AND CONDITIONS, WHETHER EXPRESSED, IMPLIED OR STATUTORY, WITH RESPECT TO THE PRODUCT, INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTIES OF MERCHANTABILITY, AGAINST LATENT DEFECTS, FITNESS FOR A PARTICULAR PURPOSE, OR CORRESPONDENCE TO DESCRIPTION.

Warranty Service. To obtain service under this limited warranty, the warranty-eligible Product must be presented to a Rawhyde Mfg. Co. In the United States and Canada, warranty service claims may be submitted by calling 1-818-350-3424 [M-F, 10:00am-5:00pm, PDT] or emailing us at chris@rawhydemfg.com.

Owner is responsible for all costs associated with returning Product to Rawhyde for service. Where at its sole discretion Rawhyde deems Product eligible for warranty repair or replacement, Rawhyde will return the repaired or replaced product to the customer with free return shipping and handling. In instances where Rawhyde deems a returned product ineligible for warranty service, Rawhyde will, if possible, repair product for a reasonable charge that includes return shipping and handling. Rawhyde will contact customer prior to making any repairs outside of the warranty.  A returned product ineligible for warranty service, and whereas a customer declines paying for repair service, will be shipped back to the customer at the standard shipping and handling rate, which must be paid in advance by the customer.