Returns & Exchanges
PEGAI’s standards are as high as yours - we want you to be completely satisfied with our leather and products. We are happy to receive any unused and non-personalized items back at our workshop for a full refund within 30 days of delivery; no questions asked!
How do I start a return?
If you’re looking to initiate a return for one of our products, you may follow these steps:
1. Visit this link to request a return: https://account.pegai.com.
2. Login to your account using the same email you used when you placed your order.
3. Click the button that says “Request Return” to initiate the return.
4. We will either approve or decline the request (depending on the reason) within 24 hours of receiving it.
We will respond to your inquiry as quickly as possible but appreciate your patience as we are still a small team that operates Mon-Fri during regular business hours. International orders may take longer to process due to transit times.
**We do not process returns via our phone line.
Which items are returnable?
- Unused, non-personalized items - These items can be returned within 30 days of delivery. The customer will be responsible for their own return shipping method.
- Non-personalized incorrect items - The team will send a pre-paid label so we can get the item back in the workshop. We will then replace it with the correct item or offer a full refund (whichever the customer prefers).
- Damaged & defective item - Kindly send a picture of the damage or defect to email@example.com so that we may further assist with repairs and replacements.
Please note that personalized items that were correctly fulfilled and are not damaged nor defective are non-returnable and non-refundable. Shipping fees and customs fees (if applicable) are also non-refundable.
**Please note that due to the nature of our leather we do not consider natural markings as item defects. This is simply because we only work with minimal leather finishes to accentuate the hide grain's natural beauty and embrace the imperfect elegance of nature's intention. These finish types do not cover any imperfections such as bug bites, veins, fence scratches, and other markings that tell a story about the animal's life.
What is the return shipping process?
The original method of shipping chosen at checkout is non-refundable unless the item was delivered substantially late or was otherwise misdelivered by the courier.
Customers that may receive non-personalized incorrect items will be provided with a pre-paid return shipping label, typically using USPS for convenience. Once we receive the item back at our workshop, we will move forward with a full refund equivalent to the total amount of the original order (excluding shipping) or send a replacement.
Items that arrived damaged or defective will be replaced as soon as we verify the issue. These items don't need to be returned.
Customers that are choosing to return or exchange their unused, non-personalized items for other reasons will be responsible for their own return shipping method (this applies to international orders as well).
When is my return processed?
Return transit will depend on your location and courier speeds and will usually take no longer than 5-6 business days. We do our best to process all returns every Friday or as soon as we receive them at our workshop.
This time frame excludes weekends, holidays, and rush seasons in which our processing may be delayed! We’ll always strive to provide generous updates during these events to keep our customers informed.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at:
To return your product, please mail your product to:
163 Parkhouse Street #1094
Dallas, TX 75207
You will be responsible for paying for your own shipping costs for exchanges; shipping costs are non-refundable.
International orders looking to return the item for a refund may ship the item back to the same address above. Please note that shipping and customs fees associated with the order are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.