About Returns & Refunds
What is this page?
If something is wrong with your order, or you simply changed your mind, this page tells you what happens next. For the formal terms, see our Refund Policy. For lifetime coverage on defects and repairs, see Our Promise.
Can I return an item if I changed my mind?
Yes. You have 14 days from delivery to request a return. The item must come back unused, in its original condition and packaging, with proof of purchase.
Contact us first at contact@semender.info. Once your return is approved we send you a return shipping label along with instructions, so getting the piece back to us costs you nothing. Items sent back without requesting a return first cannot be accepted.
Two exceptions: personalized items stamped with your name are made for one person and cannot be returned for a change of mind, and items that come back used or damaged cannot be refunded.
What if the item is defective or damaged?
Send us a photo. If the problem comes from how the piece was made, it is covered for life: we send you a new one and you keep the original. There is no time limit and nothing to ship back. Full terms: Our Promise.
If the damage happened in transit, contact us with clear photos as soon as you can. You can also refuse the parcel at the door if the damage is visible, then let us know.
What if my piece wears out years from now?
Repairs are covered for life. A loosened stitch, a worn strap, a snap that has given up: send the piece to us and we will repair it. You cover the shipping, we cover the work.
Everyday color change is not damage. Full grain leather darkens and softens as you carry it. Patina is not wear, it is the point.
What if I received the wrong item?
Contact us as soon as possible with photos of what arrived. We will arrange the correct item and cover the cost of putting it right.
Please note that color can look different from one screen to another. Screen calibration on its own is not grounds for a refund, but if the piece is not what you ordered, it is.
Something is missing from my order
Orders are sometimes shipped in more than one parcel, so an item may arrive a day or two after the rest. If you are sure something is missing, contact us and we will trace it. Once confirmed, we either refund that item or send a replacement at no cost.
My order never arrived
If delivery runs more than 30 days past the scheduled date, we treat the parcel as lost in transit and refund you.
How long does a refund take?
Refunds are issued within 5 business days of approval, back to the payment method you used. Card issuers can take up to 6 more business days to show it.
How do I start?
Write to contact@semender.info with your order number and, where relevant, a few clear photos. Tell us what happened and we will tell you which route applies: a return, a replacement, or a repair.