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Section 1 — Custom Orders — No Returns
Every leather seat kit and upholstery product sold by LeatherTeck is custom-built to the Buyer's specific vehicle year, make, model, trim level, and chosen design options. Because each product is manufactured exclusively for the Buyer's vehicle, no returns or exchanges are accepted under any of the following conditions:
- Once production has started at the manufacturing facility
- Once the order has been shipped from the manufacturer
- After any part of the kit has been installed — whether fully or partially
Color appearance on digital screens or digital swatch cards may differ from the actual finished product due to display settings and lighting conditions. This variance is not considered a defect. Physical material samples are available upon request before placing your order.
By placing an order, the Buyer accepts full responsibility for all design selections, color choices, and vehicle specifications provided at the time of purchase. This policy is consistent with Section 2 of our Terms & Conditions.
Section 2 — Cancellation Window — First 15 Minutes
A Buyer may request a modification or full cancellation of an order within fifteen (15) minutes of confirmed payment at no charge, provided the order has not yet been transmitted to the manufacturer for production scheduling. To cancel within this window, contact us immediately:
- Phone: (909) 323-0857
- Email: [email protected]
Do not delay. The window closes automatically once the order is transmitted to production scheduling.
Section 3 — Cancellations After 15 Minutes
Once the fifteen-minute window has passed, or once the order has been transmitted to the manufacturer and production preparation has begun, a cancellation fee applies. This fee is a direct pass-through of the manufacturer's cancellation charge imposed on LeatherTeck as the ordering distributor — it is not profit to the Company.
A five hundred dollar ($500.00) non-refundable cancellation fee applies to all cancellations requested after the 15-minute window. This fee covers material allocation, cutting queue placement, production labor preparation, and administrative processing costs imposed by the manufacturer. By agreeing to these Terms, the Buyer acknowledges and accepts this fee structure as a condition of placing a custom order.
Once production has started or materials have been committed, the order may not be cancellable at all — even with payment of the cancellation fee. The Company will notify the Buyer in writing if this is the case.
Section 4 — Orders That Have Already Shipped
Once an order has been shipped, it cannot be cancelled, modified, rerouted, recalled, or returned under any circumstances. All shipped orders are final. No exceptions will be made after the point of shipment.
Legal title and all risk of loss or damage transfer to the Buyer at the moment the order is tendered to the carrier for transport, consistent with Section 7 of our Terms & Conditions. Buyers are encouraged to inspect all shipments upon receipt and report visible carrier damage directly to the carrier.
Section 5 — Refused or Unclaimed Deliveries
Section 6 — Manufacturing Defects and Incorrect Items
LeatherTeck products are covered under a limited warranty against defects in materials, stitching, and workmanship under normal use conditions, consistent with Section 9 of our Terms & Conditions.
6.1 48-Hour Delivery Inspection Rule
If the wrong product is shipped, or if the product is received with a visible manufacturing defect — including but not limited to wrong color, wrong fitment, wrong design, visible material damage, or stitching failures present at the time of delivery — the customer must notify LeatherTeck within forty-eight (48) hours of confirmed delivery.
This 48-hour window applies specifically to: wrong item shipped, wrong color received, incorrect fitment, visible manufacturing defects present upon delivery, and any other issue that can be identified upon receiving the package. This is separate from the general warranty claim process, which covers defects that develop under normal use after installation.
Claims not submitted within 48 hours of delivery for these visible issues may not be accepted.
6.2 What You Must Provide
To initiate a claim, the customer must provide all of the following within the 48-hour window:
- Order number
- Full name
- Vehicle year, make, model, and trim
- Clear photos or video of the issue — both full-seat and close-up
- Photos of the packaging if shipping damage is involved
- Written description of the issue — what is wrong and when it was first noticed
Phone: (909) 323-0857
Email: [email protected]
Address: 703 S Gifford Ave. Ste. 205, San Bernardino, CA 92408
Include all required items above. Incomplete submissions will delay review and may affect eligibility.
6.3 Resolution — Repair, Replace, or Remake
Once the issue is reviewed and verified, LeatherTeck or EM Upholstery Technology LLC will repair, replace, or remake the affected part or component at no cost to the customer, depending on the nature of the issue. Return shipping is covered by the Company where the error was made by the Company.
A full refund is not the default remedy for verified defects or incorrect items. The Company reserves the right to repair, replace, or remake the affected component first. A refund will only be considered if the Company is unable to provide a satisfactory repair, replacement, or remake within a reasonable timeframe.
6.4 General Warranty Claims — Beyond 48 Hours
Defects that develop after installation under normal use conditions — such as stitching failures, material separation, or workmanship issues that were not visible at the time of delivery — are handled through the general warranty claim process. These claims must be submitted within ninety (90) days of the delivery date, consistent with Section 18 of our Terms & Conditions. After 90 days, claims will not be accepted unless the defect could not reasonably have been discovered within that period.
6.5 What Is Not Covered
Neither the 48-hour claim process nor the general warranty covers issues caused by:
- Incorrect vehicle information provided by the Buyer at the time of order
- Improper installation by any installer
- Color variance due to screen display or digital swatch representation — physical samples available on request
- Damage after delivery including accidents, spills, or physical impact
- Use of improper cleaning chemicals or abrasive materials
- Normal wear and tear over time
Section 7 — Installation-Related Issues
Installation may be performed by EM Upholstery Technology LLC's own team, a Company-recommended installer, or an installer selected by the Buyer. Regardless of who performs the installation, the Company is not responsible for:
- Installer errors, labor charges, or quality of workmanship
- Vehicle damage caused during or after the installation process
- Re-installation costs if the product is removed and reinstalled
- Any additional charges billed by the installer to the Buyer
Installation disputes must be resolved directly between the Buyer and the installer. This is consistent with Section 8 of our Terms & Conditions.
Section 8 — Return Shipping
Return shipping is covered by the Company only when the error was made by the Company — meaning the wrong product was shipped or a verified manufacturing defect exists. In all other cases, including incorrect vehicle information provided by the Buyer, all shipping and replacement costs are the Buyer's sole responsibility.
Section 9 — Refund Processing
Approved refunds will be processed within 3 to 5 business days to the original payment method used at checkout. Processing times may vary depending on the Buyer's bank or card issuer. The Company will notify the Buyer in writing once a refund has been initiated.
Refund amounts are subject to applicable cancellation fees as described in this policy. The Company does not issue refunds for products where the Buyer provided incorrect vehicle specifications, or where damage occurred after delivery or during installation.
Section 10 — Force Majeure
The Company shall not be held liable for any failure or delay in fulfilling an order where such failure results from causes beyond our reasonable control, including natural disasters, pandemics, manufacturer shutdowns, supply chain disruptions, carrier failures, or government-imposed restrictions. In such events, the Company will notify the Buyer as soon as practicable.
Section 11 — State-Specific Consumer Rights
Certain state laws provide consumer protections that cannot be waived or limited by contract. The following applies where required by law. For full state-specific disclosures, refer to Section 17 of our Terms & Conditions.
Washington State Buyers
New Jersey and Massachusetts Buyers
Section 12 — Privacy and Data Notice
When you submit a cancellation request, warranty claim, or refund inquiry, we collect and process your personal information — including your name, order details, contact information, and vehicle data — solely to evaluate and fulfill your request. This data is handled in accordance with our Privacy Policy, which governs how we collect, store, use, and protect your personal information.
We retain transaction and purchase records for 7 years and customer communications for 3 years, consistent with the data retention schedule in Section 11 of our Privacy Policy. We do not sell your personal information to any third party.
Section 13 — Quick Reference Summary
The table below summarizes all key scenarios covered by this Return & Cancellation Policy.
| Situation | What Happens | Fee / Outcome |
|---|---|---|
| Cancel within 15 minutes of order | Full cancellation — no charge | Full refund |
| Cancel after 15 minutes — before shipment | Cancellation fee applies | Refund minus $500.00 |
| Cancel after shipment | Not permitted under any circumstances | No refund |
| Refuse delivery | Held 30 days — then permanently cancelled | Refund minus $500.00 |
| Wrong item shipped by Company | Repair or replacement at no cost to Buyer | No charge — Company pays shipping |
| Manufacturing defect verified | Repair or replacement within 10 business days | No charge to Buyer |
| Incorrect info provided by Buyer | Not covered by Company | Buyer pays all replacement costs |
| Installer damage | Not covered — resolve directly with installer | Not covered by Company |
| Force majeure — undeliverable 60+ days | Full refund issued by Company | Full refund |
Section 14 — How to Contact Us
To request a cancellation, report a defect, or ask about your order, contact us using the information below. Please include your order number, full name, vehicle information, and a description of the issue.
| Contact Method | Details |
|---|---|
| Phone — Sales & Customer Service | 760-980-2383 |
| Phone — Warranty & Claims | (909) 323-0857 |
| [email protected] | |
| Mailing Address | LeatherTeck & EM Upholstery Technology LLC, 703 S Gifford Ave. Ste. 205, San Bernardino, CA 92408 |
| Business Hours | Mon–Fri: 8:00 AM – 6:00 PM | Sat: 9:00 AM – 12:00 PM Noon | Sun: Closed |
Section 15 — Final Policy Statement
By placing an order with LeatherTeck & EM Upholstery Technology LLC, the Buyer acknowledges and agrees to this Return & Cancellation Policy in full. This policy, together with our Terms & Conditions and Privacy Policy, forms the complete agreement governing your purchase. In the event of any conflict between this Return Policy and the Terms & Conditions, the Terms & Conditions shall prevail.
Related documents: Terms & Conditions | Privacy Policy