1. Retail Products

Unused retail products may be returned within 14 days of receiving your order, provided that:

• The item is unused and in its original condition.

• All original packaging, tags, and accessories are included.

• Proof of purchase is provided.

Once the returned item has been inspected and approved, a refund or exchange will be processed within 5–10 business days.

Please note that shipping costs are non-refundable unless the return is due to our error.

2. Custom & Personalised Products

Due to the bespoke nature of our products, custom-made, personalised, engraved, heat-debossed, or branded items cannot be returned or refunded, unless:

• The product is defective due to a manufacturing fault.

• The product differs from the approved design or artwork supplied by ZE'RA Leather.

Customers are responsible for carefully reviewing and approving artwork, spelling, colours, quantities, and specifications before production begins.

3. Manufacturing Defects

If you believe your product has a manufacturing defect, please contact us within 7 days of receiving your order.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs of the product.

If the defect is confirmed, ZE'RA Leather will, at its discretion:

• Repair the product,

• Replace the product, or

• Issue a full or partial refund.

4. Non-Refundable Items

The following items are not eligible for refunds:

• Personalised or branded products.

• Custom-manufactured items.

• Gift cards or vouchers.

• Products damaged through misuse, neglect, accidents, improper care, or normal wear and tear.

5. Order Cancellations

Orders may only be cancelled before production begins.

Once production has started, any deposit paid becomes non-refundable, as materials and labour have already been allocated to your order.

6. Refund Method

Approved refunds will be issued using the original payment method unless otherwise agreed in writing.

Please allow up to 10 business days for your financial institution to process the refund.

7. Returns Shipping

Unless the return is due to a manufacturing defect or an error by ZE'RA Leather, customers are responsible for all return shipping costs.

We recommend using a tracked and insured courier service, as we cannot accept responsibility for items lost or damaged during return transit.

8. Contact Us

For any refund or return enquiries, please contact us:

ZE'RA Leather Namibia
📍 Windhoek, Namibia
🌐 www.zeraleather.com
📧 sales@erholdings.net
📞 +264 81 318 1600

We are committed to delivering products of exceptional quality and will always work with our customers to resolve genuine concerns fairly and professionally.