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, we’ll ask that you reach out to us directly for support.

Support can be found at help@pegai.com, or in the chat located at the bottom corner of our website. 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.

**We do not process returns via our phone line.


Which items are returnable? 

Unused and non-personalized items will always be eligible for return within 30 days of receipt.

Items that arrive damaged, defective, or otherwise incorrect will also be eligible for a pre-paid return or exchange, as per your preference. This includes embossed items. In case of defective or damaged items, please be ready to supply clear photos of the concern or problem area when reaching out to support!

**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 bull’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 damaged, defective, or otherwise incorrect items will be provided with a pre-paid return shipping label, typically using USPS for convenience. Once we receive the damaged item back at our workshop we will move forward with a full refund equivalent to the total amount of the original order (excluding shipping).

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. 


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 as soon as we receive them at our workshop and will routinely process returns within 24-48 hours of receiving your item. 

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.

Refunds

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:

help@pegai.com

Shipping
To return your product, please mail your product to:

Pegai LLC

1212 Dolton Dr #308

Dallas, TX 75207

You will be responsible for paying for your own shipping costs for exchanges ;shipping costs 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.