Refund Policy

Refund Policy - Tecoyas

This Refund Policy outlines the terms and conditions for requesting and processing refunds for purchases made on the Tecoyas website (www.tecoyas.com, "Website")—including handcrafted western boots, leather accessories, and custom/bespoke items. By placing an order with Tecoyas ("we," "us," or "our"), you agree to comply with the refund rules and processes detailed below.

1. Eligibility for Refunds

To qualify for a refund, your return must meet the following criteria:
  • Timeframe: The request for a refund must be initiated within 60 days from the date of delivery of your order. Requests submitted after this period will not be accepted.
  • Product Condition: Returned products must be in unused, unworn, and undamaged condition, with all original tags, packaging, and accessories (e.g., dust bags, care booklets for boots) intact. Products showing signs of wear (e.g., scuffed leather, bent boot shafts), damage from improper use, or missing original components will not be eligible for a refund.
  • Exceptions: Custom or bespoke items (e.g., personalized western boots with embossing, made-to-order leather belts) are not eligible for refunds unless they arrive with a manufacturing defect, incorrect design (due to our error), or damage incurred during shipping (not caused by carrier mishandling after delivery).

2. How to Initiate a Refund Request

Follow these steps to request a refund for an eligible order:
  1. Contact Customer Service: Send an email to [email protected]. Include the following details to ensure a smooth process:
    • Your full name and the email address used to place the order.
    • Order number (found in your order confirmation email or account dashboard).
    • Name and description of the product(s) you wish to return for a refund.
    • Reason for the refund (e.g., "wrong size," "changed mind," "defective stitching").
    • Clear photos of the product (if claiming a defect, damage, or incorrect item) and the original packaging (to verify condition).
  1. Receive Return Authorization (RA): Our customer service team will review your request within 2-3 business days. If approved, we will send you an RA number and detailed return instructions—including the designated shipping address and guidelines for packaging the product(s) to avoid transit damage.
  1. Ship the Product(s) Back: You must ship the eligible product(s) to the address provided in the RA within 14 days of receiving the authorization. We recommend using a trackable shipping service (with proof of delivery) to ensure the package reaches us; Tecoyas is not responsible for lost or misdirected return shipments.
    • Note: Tecoyas offers free global shipping for original orders, but return shipping costs (if applicable) are the responsibility of the customer—unless the refund is due to a manufacturing defect, our error (e.g., wrong product shipped), or shipping damage (confirmed via carrier reports). In such cases, we will reimburse your return shipping fees upon receipt of the shipping receipt.

3. Refund Processing Timeline & Method

Once we receive and inspect your returned product(s), we will process your refund according to the following timeline:
  1. Inspection Period: After your return package arrives at our facility, we will inspect the product(s) within 2-3 business days to verify eligibility (condition, compliance with return rules).
  1. Refund Approval/Rejection: If the inspection confirms eligibility, we will approve the refund and initiate processing within 1 business day of approval. If the product fails inspection (e.g., damaged, used), we will notify you via email and return the product to you at your expense—no refund will be issued.
  1. Refund Delivery: Approved refunds will be credited back to your original payment method (e.g., credit card, debit card, digital wallet) within 5-10 business days of processing. The exact timing may vary slightly depending on your payment provider’s processing rules (e.g., banks may take additional time to reflect the refund in your account).
    • Note: We do not offer refunds in the form of store credit, gift cards, or cash—all refunds are processed to the original payment method used for the purchase.

4. Refund Exclusions & Deductions

The following costs are not included in refunds under any circumstances:
  • Non-Refundable Fees: Any customization fees for bespoke items (e.g., embossing charges, custom color matching) are non-refundable, even if the item is returned due to our error (we will instead offer a replacement or rework the item at no cost).
  • Late Return Penalties: If you ship the return package after the 14-day RA window, we may deduct a 15% restocking fee from your refund (to cover storage and processing costs) or reject the return entirely.
  • Currency Conversion Fees: If your original purchase involved currency conversion (e.g., paying in a currency other than USD), any fees charged by your bank or payment provider for conversion will not be reimbursed by Tecoyas. Refunds will be processed in USD (the currency of the original transaction), and your provider will handle conversion back to your local currency.

5. Damaged, Defective, or Incorrect Products

If you receive a product that is:
  • Damaged during shipping: Contact us within 48 hours of delivery with photos of the damaged product, original packaging, and the carrier’s delivery note. We will arrange a free return and process a full refund (including any return shipping fees) or send a replacement (at your choice) within 5-10 business days of confirming the damage.
  • Manufacturing Defect: Report defects (e.g., loose stitching on boots, faulty hardware on belts) within 60 days of delivery. Provide photos of the defect, and we will either process a full refund, offer a free repair, or send a replacement—whichever you prefer.
  • Incorrect Item: If we shipped the wrong product (e.g., wrong boot size, wrong accessory color), notify us within 48 hours of delivery. We will cover all return shipping costs, send the correct item, and process a refund if you prefer not to receive a replacement.

6. Cancelled Orders

If you wish to cancel an order before it is shipped (we typically ship orders within 1-3 business days), contact us at [email protected] with your order number. If the order has not yet been dispatched, we will process a full refund within 5-10 business days. Once the order is shipped, you must follow the standard return and refund process outlined in Sections 1-3.

7. Contact Us for Refund Inquiries

If you have questions about the status of your refund, need help initiating a request, or disagree with a refund decision, please contact our customer service team:
  • Email: [email protected] (include your order number and refund request details in the message)
  • Website: Submit a request via the "Contact Us" page on www.tecoyas.com, selecting "Refund Inquiry" as the category.
We aim to respond to all refund-related inquiries within 2-3 business days and resolve issues as quickly as possible to ensure your satisfaction.

8. Changes to This Refund Policy

Tecoyas reserves the right to update or modify this Refund Policy at any time to reflect changes in business practices, legal requirements, or customer feedback. The most current version of the policy will always be posted on the Website. Your continued use of the Website or placement of orders after changes are made constitutes acceptance of the revised terms.