We guarantee the quality of our work by a Lifetime Warranty
We have been producing hand-crafted leather briefcases and backpacks in the United States for over 25 years with our lifetime warranty and stand behind every single one of them.
We have been accredited by the Better Business Bureau since 2001 and earned a A+ plus rating by never having received a single complaint.
Offering a lifetime warranty is easy; but having a proven record with a very low percentage of warranty claims, and a satisfied and a loyal customer base that goes back to more than two decades is what gives it a real meaning.
We do expect our products to be handled roughly at times and build them accordingly, so our Lifetime Warranty is not limited by a misuse and abuse exception nor limited to any number of years. When we say Lifetime Warranty, we mean it. The only exception that is not covered by our warranty is scratches, soils and normal wear and tear.
Our skilled craftsmen hand-craft our designs one at a time; ensuring each piece is crafted with a relentless attention to detail, using full-grain leathers, solid metal hardware, polished zippers, and only the highest quality threads.
We do not believe in limiting the detailing that goes into our products. A briefcase is a very personal item that you get attached to for many years. As long as the workmanship and the materials are of top notch quality, there is no reason for not having the details/accessories that make a bag complete (in all the years we have been doing business, we have never had a briefcase or a backpack returned back to us for a zipper or snap repair)
Would you buy a car that does not have cup holders, sun visors or a glove compartment because they might all break down one day?
Your Custom Hide product will be repaired free of charge and shipped back to you within 15 business days.
If your Custom Hide item should require repair, you must first contact our customer service by emailing Cservice@customhide.com for issuance of an RA number, and instructions on how to proceed with your repair claim.
(Please provide your order number, or other order details when emailing our repair department.)
There is a shipping and handling charge of $19.50 for each item submitted for repair after one year from the original purchase date.
Packages without an RA number will not be accepted
This warranty does not serve as a replacement policy of products and/or parts. It entails the repair of Custom Hide products. Parts removed, altered and/or repairs done by a third party will void the warranty. Replacement of lost parts are available at an additional cost.
PS. Scuffing, staining and lacerations to our products while being used are not covered by the warranty but, we will be more than happy to provide suggestions for treatment.
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