Return policy

Return & Refund Policy

1. Our Return Promise

At Tervivo, we stand behind the quality of our handmade western leather bags. We offer a 90-day free return policy to ensure your complete satisfaction with every purchase.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:

  • The item is unused, undamaged, and in its original packaging (with all tags, dust bags, and accessories included).
  • The return request is initiated within 90 days of the delivery date.
  • The item is not a custom or personalized order (custom orders are final sale and non-returnable).
  • The item is returned at the customer's expense, unless the return is due to our error (damaged, defective, or incorrect item).

3. How to Initiate a Return

To start a return:

  1. Contact our customer service team at QDyutuTrade@outlook.com within 90 days of delivery, with your order number and a clear reason for the return.
  2. Our team will review your request and provide a Return Merchandise Authorization (RMA) number and return shipping instructions.
  3. Ship the item back to our return address (provided in the RMA email) within 14 days of receiving the authorization.
  4. Once we receive and inspect the returned item, we will process your refund.

4. Refund Process

  • Inspection: All returned items are inspected upon receipt. If the item is in eligible condition, we will approve your refund.
  • Refund Timeline: Refunds are processed within 3-5 business days of receiving the returned item.
  • Refund Method: Refunds will be issued to your original payment method (PayPal). Please allow an additional 3-10 business days for the refund to reflect in your account, depending on your bank's processing times.
  • Shipping Costs: Original shipping costs are non-refundable, unless the return is due to our error. Return shipping costs are the responsibility of the customer, except for defective/incorrect items.

5. Exchanges

We offer exchanges for the same item in a different size or style, subject to availability. To request an exchange, follow the same return process above, and note your exchange preference in your initial email.

6. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item:

  1. Contact us within 7 days of delivery at QDyutuTrade@outlook.com, with your order number and clear photos of the item and packaging.
  2. We will arrange a free return, full refund, or replacement at our cost, per your preference.

7. Final Sale Items

The following items are final sale and non-returnable:

  • Custom or personalized orders
  • Clearance items
  • Gift cards

8. Contact Us

If you have any questions about our return policy, please contact us at:

Email: QDyutuTrade@outlook.com
Phone/WhatsApp: +86 13148453674
Company: Qingdao Yutu Trade Development Co., Ltd.