Returns & exchanges
Care for your piece, and care for your experience. Here is our proposed approach to returns, exchanges, cancellations and repair support.
Draft — awaiting confirmation
These proposed terms are being reviewed by Jiva Leathers. Timelines, charges, eligibility and repair cover below are not yet confirmed commitments. Please contact us to confirm the terms applicable to your order before purchasing.
Starting a return or exchange
We want the Jiva piece you choose to feel right for you. If something is not as expected, contact our team before sending it back. Share your order number, the reason for your request and photographs where relevant. We will review the details and explain the next steps.
Proposed terms — not yet confirmed
- A return or exchange request window of 10 days from delivery.
- Items should be unused, undamaged and returned with their original tags, labels and packaging.
- Returns should be sent only after Jiva confirms the request and provides return instructions.
Damaged, defective or incorrect pieces
If a piece arrives damaged, has a suspected manufacturing fault, or is not the item you ordered, let us know promptly. Keep the original packaging and share photographs so we can assess what happened. Minor differences in appearance should not be used to dismiss a genuine quality concern.
Proposed terms — not yet confirmed
- For an approved defective or incorrect-item return, Jiva would arrange or cover the return shipment.
- After receipt and inspection, the refund would go to the original payment method, with processing targeted within 10 business days. Payment-provider settlement time may be additional.
Other returns & store credit
If the piece is not the right choice for you but has no confirmed defect, our proposed approach is store credit rather than a refund to your payment method. This arrangement is still being reviewed; store-credit issuance and redemption are not currently a confirmed service.
Proposed terms — not yet confirmed
- Approved non-defective returns would receive store credit for the amount paid for the returned item, excluding shipping charges.
- Credit would be issued after the returned piece is received and inspected, with a proposed processing period of up to 10 business days.
- The customer would cover return shipping for non-defective items. Credit validity and usage conditions remain to be finalised.
Choosing an exchange
Tell us which piece you would prefer when requesting an exchange. Availability, any price difference and delivery arrangements need to be confirmed before we proceed.
Proposed terms — not yet confirmed
- An exchange would be dispatched after the original piece has been received and inspected.
- Customer-paid shipping would apply unless the original item was confirmed defective or incorrect.
Order cancellations
If you need to change or cancel an order, contact us as soon as possible. Include the order number so our team can check whether packing, dispatch or personalisation has started.
Proposed terms — not yet confirmed
- An eligible order cancelled before dispatch would be refunded to the original payment method.
- Once an order has shipped, a cancellation would normally need to be handled as a return after delivery, subject to the confirmed return terms.
- Cancellation cut-offs and refund-processing timelines are still being reviewed.
Personalised pieces & gifts
Engraving, charm choices and gift packaging are requests until Jiva confirms what can be supplied. Return and cancellation conditions for personalised pieces, including requests made after crafting has started, are still being finalised. Gift-return arrangements also need confirmation; please ask before placing an order with specific gifting requirements.
Colour, texture & appearance
Lighting and screen settings can affect how a piece appears online. Small differences in tone, surface texture or finish may occur, but we will review concerns individually rather than treating every difference as acceptable.
The collection imagery currently shown is representative while final designs are being developed. It should not be taken as confirmation of a final design, finish or specification.
Repair support & proposed warranty
Our aim is to support thoughtful ownership of Jiva’s eucalyptus-leather pieces. If you notice a possible manufacturing issue, contact us with your order details and photographs so the team can assess the concern. Repair facilities, eligibility and coverage are not yet confirmed.
Proposed terms — not yet confirmed
- A one-year repair warranty for confirmed manufacturing defects is under consideration; it is not yet an active warranty.
- Under the proposed arrangement, customers would cover transportation to and from the repair facility.
- The start date of cover, exclusions, assessment process and repair turnaround need to be confirmed before the warranty is offered.
Reviewing requests fairly
Please give an honest description of the issue and return the piece in the agreed condition. A request that does not meet the final policy may not qualify; our team would explain the reason. Final terms will be reviewed in line with applicable consumer rights, which this draft is not intended to limit.
Let’s help with your order
Message Jiva with your order number and a brief description of your question. For a quality concern, include clear photos of the piece and its packaging.