com x

Complaint Resolution Policy

We are committed to delivering the highest quality artisanal leather goods. If your experience does not meet our standards, our transparent resolution process ensures your concerns are addressed with clarity and respect.

1. Purpose

The purpose of this Complaint Resolution Policy is to outline the clear and transparent procedures we follow to address customer grievances related to their purchases from com x. We value your trust and strive to resolve any issues related to product quality, shipping, or service efficiently and fairly.

2. Scope of Complaints

We accept and review complaints that fall under the following categories:

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Mismatched Product

Receiving a different model, color, or style than what was explicitly stated on your final order confirmation.

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Manufacturing Defects

Flaws in craftsmanship such as broken hardware, unraveled stitching, or severe, unnatural blemishes in the leather upon arrival.

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Shipping Damage

Damage sustained during transit where the external packaging and internal product are clearly compromised.

3. Cases Not Valid for Complaint

Due to the nature of our artisanal leather goods, the following scenarios do not constitute a valid defect or complaint:

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    Natural Leather Variations: Slight variations in texture, color tone, or natural markings (such as healed scars or wrinkles) are inherent to authentic, high-quality leather and are signs of its unique character, not defects.

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    Normal Wear and Tear: Changes in the leather's appearance over time, including patina development, scuffs from daily use, or softening of the material.

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    Improper Care: Damage resulting from exposure to extreme heat, excessive moisture, harsh chemicals, or failure to follow our recommended care instructions.

4. How to Submit a Complaint

To initiate a complaint, please contact our dedicated resolution team within 14 days of receiving your order. Provide the following information to expedite the process:

  • Your Order Number and Date of Purchase.
  • A clear, detailed description of the issue.
  • High-quality photographs illustrating the defect, mismatched item, or shipping damage (including photos of the outer packaging if applicable).

Contact Information

mail email x
phone phone x
location_on district X

5. Complaint Handling Process

1

Acknowledgment

We will acknowledge receipt of your complaint via email within 2 business days.

2

Assessment

Our quality control team will review the provided information and photographs. We may request additional details or ask you to return the item for physical inspection.

3

Resolution Offer

Within 7-10 business days of initial acknowledgment (or receipt of the returned item), we will provide a resolution offer. This may include a replacement, a repair (if feasible), a partial refund, or a full refund, depending on the severity of the issue.

4

Execution

Once you agree to the resolution, we will promptly process the replacement or refund. Refunds will be issued to the original payment method.

6. International Orders

For complaints originating outside our domestic shipping zones, please note that while we honor our quality guarantee, resolution times may be extended due to international shipping logistics and customs procedures. If a return is necessary for inspection, we will coordinate with you regarding return shipping labels or cost reimbursement.

7. Customer and Company Responsibilities

Customer Responsibility

To ensure a smooth process, customers are responsible for providing accurate and complete information when submitting a complaint, responding to inquiries from our team in a timely manner, and following instructions for any required returns.

Company Responsibility

com x is committed to acting in good faith, reviewing all complaints objectively, communicating transparently throughout the process, and adhering to the timelines outlined in this policy.

8. Dispute Resolution

If a mutual agreement cannot be reached through our standard complaint handling process, both parties agree to engage in good faith mediation before pursuing further legal action. The jurisdiction for any legal disputes will be the district in which com x is registered.