We stand behind the quality of every hide we ship. This policy explains clearly and honestly how quality disputes, claims, and resolutions work in real-world international leather trade.
Leather is a natural material derived from animal hides. As with all natural materials, inherent characteristics exist that are not manufacturing defects and are not grounds for return or dispute. By placing an order with us — whether a sample or wholesale — you acknowledge and accept the following natural characteristics of leather hides:
International B2B leather trade operates differently from retail. Physical returns across borders are rarely practical or commercially viable. Here is how we handle disputes fairly and efficiently.
Due to the nature of international trade, cross-border physical returns of leather hides are not standard practice and are rarely commercially viable. Return shipping, customs duties, re-import costs, and logistics on large hide shipments often exceed the value of the goods themselves. Physical returns are only considered in exceptional circumstances and must be pre-approved in writing by our trade team before any goods are returned.
For valid and verified quality claims, our primary resolution method is the issuance of a credit note against your account. This credit is applied directly to your next order, reducing the invoice value by the agreed disputed amount. This is the globally accepted standard resolution method in B2B leather trade and is how most tanneries and exporters worldwide handle legitimate claims.
In cases where a credit note is not suitable, we may offer replacement hides in your next shipment or a partial refund of the disputed portion of the invoice. The appropriate resolution is determined based on the nature, scale, and evidence of the claim, and is agreed mutually between both parties before any action is taken.
Transparency is central to how we operate. Here is exactly what we accept and what we do not.
Once the inspection window closes, we are unable to accept claims regardless of the nature of the issue.
In international leather trade, the inspection window is the period after delivery during which you must inspect your hides and raise any quality claims. Once this window closes, we are unable to accept claims regardless of the nature of the issue. This is standard practice across the global leather industry and is consistent with international trade law.
Claims submitted after these deadlines will not be accepted under any circumstances. We strongly recommend inspecting all hides within 48–72 hours of delivery and contacting us immediately if any issues are identified.
Follow these steps exactly. Incomplete claims without the required documentation cannot be processed.
Inspect all hides immediately upon delivery. Do not store or process hides before inspection. Processing or cutting hides is considered acceptance of the goods and voids any claim.
Photograph all disputed hides clearly showing the defect, the hide reference number or batch label, and a measurement scale where relevant. Video evidence is also accepted and encouraged for large shipments. All evidence must be timestamped within the inspection window.
Email claims@[yourcompany].com with the subject line:
CLAIM — [Your Order Reference] — [Delivery Date]
Your claim email must include:
Our quality and trade team will review your claim and all submitted evidence within 5 business days of receipt. We may request additional information, a third party inspection report, or a video call to review the hides together. We will respond with either acceptance, partial acceptance, or rejection of the claim with full written reasoning.
If the claim is accepted, we will agree the resolution method — credit note, replacement hides, or partial refund — and execute it within 7 business days of agreement. All resolutions are confirmed in writing and referenced against the original order.
A simpler, faster dispute path for small evaluation orders.
Sample hide orders placed and paid via PayPal are subject to PayPal's own buyer protection policy in addition to this policy. If you have received sample hides that are significantly not as described, you may raise a dispute directly through PayPal's Resolution Centre within PayPal's standard buyer protection timeframe.
We ask that before opening a PayPal dispute, you contact us first at claims@[yourcompany].com — in most cases we can resolve sample issues quickly and directly without the need for a formal dispute process.
Sample hides that arrive damaged in transit should be photographed immediately upon opening and reported to us within 7 days of delivery. We will arrange replacement or refund for transit-damaged samples promptly.
How LC banking channels and direct quality claims work together.
For wholesale orders transacted via Letter of Credit, it is important to understand that the LC itself contains its own internationally governed dispute and discrepancy mechanism under UCP 600 banking rules. Document discrepancies, shipping term violations, and invoice disputes are handled through the banking channel — your bank and our bank — as part of the LC settlement process.
Quality disputes on LC wholesale orders follow the claim process outlined in this policy and are handled directly between buyer and seller. Accepted quality claims are resolved via credit note applied to the next LC transaction or via agreed partial refund processed outside the LC instrument.
We strongly recommend that all LC wholesale buyers request a pre-shipment inspection by an accredited third party inspector (SGS, Intertek, or Bureau Veritas) at our facility before shipment. This protects your investment and significantly reduces the likelihood of post-delivery disputes.
Pre-shipment inspection by SGS, Intertek, or Bureau Veritas is available on request and can be specified as a condition within your LC terms. We fully support and welcome third party inspection at our facility.
The following categories of goods are non-returnable under any circumstances. Please review carefully before placing your order.
Leather hides produced to custom buyer specifications — including custom dye colors, embossing patterns, surface coatings, or special finishes — are non-returnable once production is complete. Custom orders begin production only after written approval of specifications by the buyer.
Any hide that has been cut, split, skived, processed, or used in any way by the buyer after delivery cannot be returned or claimed. Processing constitutes acceptance of the goods in the condition received.
Hides that were inspected and approved by a buyer-appointed inspector or buyer representative at our facility or at the port of origin cannot be disputed for quality after shipment.
Any goods for which the inspection window has passed — 7 days for samples, 14 days for wholesale, 21 days for REACH claims — cannot be returned, credited, or disputed regardless of the nature of the issue.
Where the buyer approved a pre-production or counter sample before bulk production, goods matching the approved sample standard cannot be disputed for quality or grade.
Transit damage that was not noted on the delivery receipt at the time of delivery and not reported to us within 48 hours of delivery cannot be claimed after the fact.
The legal framework that governs this policy and our trade relationships.
This Return and Dispute Policy, and all commercial transactions entered into with [YOUR LEATHER COMPANY NAME], are governed by the laws of the Islamic Republic of Pakistan and the applicable provisions of international trade law including but not limited to the United Nations Convention on Contracts for the International Sale of Goods (CISG) where applicable.
For LC transactions, the Uniform Customs and Practice for Documentary Credits (UCP 600) as published by the International Chamber of Commerce governs documentary and payment disputes between banking institutions.
Any dispute that cannot be resolved through our internal claims process shall first be referred to mediation. If mediation fails, disputes shall be resolved by arbitration under the rules of the Pakistan International Arbitration Centre (PIAC) or by mutual agreement under an internationally recognized arbitration body.
Nothing in this policy limits either party's rights under applicable international trade law.
Choose the right channel for your concern — we respond fast and in writing.
For all quality disputes and formal claim submissions.
claims@[yourcompany].comFor LC disputes, document queries, and wholesale issues.
trade@[yourcompany].comFor sample hide issues and PayPal order disputes.
claims@[yourcompany].com
