Refund policy

Return & Refund Policy

We take pride in our reputation for quality and value. If for any reason you are dissatisfied with a purchase, we'll assist you with a refund. By ordering from eCowhides, you agree to the policies below.

30-Day Return Policy

Returns are accepted up to 30 days from receipt of the product(s). We cannot offer a refund or exchange after 30 days.

Return Requirements

  • Items must be returned in new, unused condition.
  • Return in the original box if possible, packed securely as you originally received it.
  • Include a note with your order number and the reason for the return or exchange.
  • You may use any carrier (FedEx, USPS, or UPS), as long as a tracking number is provided.
  • Return shipping is the customer's responsibility.
  • Custom orders are NOT eligible for refunds or exchanges.

Refund Timeline

Return Window What You Receive
Days 1 to 7 Full refund, excluding shipping charges
Days 8 to 30 25% restocking fee, and shipping charges are deducted
After 30 days Not eligible for return, refund, or exchange

Note: Shipping is not refundable. For orders with free shipping, the original shipping fee paid by eCowhides will be deducted from your refund.

Package Protection

Package protection is non-refundable once your order has shipped. This applies in all cases, including returns, exchanges, and refunds.

Optional Return Shipping Label

You may choose to have eCowhides provide a Return Shipping Label for $15.95. This option applies only to orders placed within the US. Please contact us for details.

Free Gifts and Returns

If your order included a free gift, the following applies to returns:

  • If you return your order, you must also return the gift. If the gift is not returned, its cost will be deducted from your refund.
  • The gift cannot be returned on its own.

Easy Exchange

If the color, size, or other details don't suit you, we'll cover the cost of shipping out your replacement item(s), provided the returned product(s) are new, unused, and in their original packaging.

The easiest way to start an exchange is to contact us at orders@ecowhides.com. Our team will guide you through the return, and once we receive your item, we will send out your replacement. There is no need to place a new order.

Exchange Conditions

  • Exchanges are accepted only if the item is received in new condition.
  • To exchange an item, please follow the Return Instructions below.
  • Return shipping is the customer's responsibility.
  • Exchanges are not accepted after 30 days from receipt.
  • We do not return or exchange custom items such as Patchwork Cowhide Rugs, except for damage caused by shipping.

Second Exchange

You have the option of a second exchange within 30 days of your original order being marked as delivered. For a second exchange, the item(s) must be returned within 7 days of being marked as delivered. After 7 days, the second exchange will be declined. Items must still be packed securely as originally received and be in new, unused condition. The timeframe starts the same day the package(s) are marked as delivered.*

*Only applies to orders shipping within the US.

Returning an Item

Send your return package to the address below, which is also listed on your packing slip:

Pack Adapt - eCowhides
1970 NW 129th Ave
#107 (BACK DOCKS)
Miami, FL 33182 USA

To be eligible for a refund, items must be returned within 30 days of delivery.

What About Used Items?

Used products are not eligible for a refund, as we only sell brand new items. If you return product(s) in unsaleable condition, we will ship the product back to you and no refund will be provided.

Return Review and Refund Process

  1. Once your return arrives, it is inspected by our fulfillment center. This takes up to 10 to 14 days after receipt.
  2. We will contact you by phone or email to confirm we received your return and to let you know whether your refund is approved or rejected.
  3. If approved, your refund is processed and credited to your original payment method. This credit does not include original shipping charges or package protection.
  4. You can check your refund status by logging into your account and viewing your order history. We will also email you a receipt confirming the credit.

Please note: Once we initiate the credit, the date the refund posts to your account is determined by the company that issued your original payment. Refunds typically take 7 to 10 business days to appear in your account.

Damaged or Defective Items

If you believe your product is damaged or defective:

  • Contact Customer Service within 7 days of delivery at 1.866.620.5913.
  • Email a photo of the item(s) to orders@ecowhides.com with your order number as the subject. You can find it on your packing slip or in your original confirmation email.

eCowhides will take every reasonable step to assist you with your return.

If there is extensive damage to the box upon delivery, please contact your carrier's Customer Support Center with your tracking number. eCowhides is not responsible for damage to the box upon delivery.