Refund policy

Effective date: 21 September 2026

We want every PRISTINE order to arrive complete and in good condition. Please inspect your order as soon as you receive it.

Damaged, defective, expired, or incorrect items

If an item arrives damaged, defective, expired, leaking, or different from what you ordered, contact us within 7 calendar days after delivery at leathercare@pristine.com.ph or through our Contact page. Include your order number, a description of the issue, and clear photos or video of the item, packaging, and shipping label. Keep the item and all original packaging while we review your request.

After assessment, we will provide the remedy required by applicable law, which may include repair where appropriate, replacement, or refund. Nothing in this policy limits rights that cannot legally be waived under the Consumer Act of the Philippines or other applicable consumer-protection laws.

Change-of-mind returns

We may accept a change-of-mind return requested within 7 calendar days after delivery only when the product is unopened, unused, sealed, complete, and in its original saleable packaging. Approval is required before sending any item back.

Opened or used leather-care products cannot be returned for change of mind. We also do not accept change-of-mind returns for gift cards, free gifts, clearance or final-sale items, or items damaged through misuse, improper storage, or failure to follow the product instructions.

Product suitability and use

PRISTINE products are intended only for the materials stated on the product page and label. Patch-test first in a hidden area and follow all instructions. Unless a product page expressly says otherwise, do not use PRISTINE products on suede, nubuck, Barenia, Vachetta, untreated or exotic leather, coated canvas, cracked leather, mould-affected leather, or ink-stained leather. Results can vary by material, finish, condition, and prior treatment.

Damage caused by use on an excluded or unsuitable material, failure to patch-test, over-application, or use contrary to the instructions is not treated as a product defect. This does not affect any non-waivable rights under applicable law.

How to request a return

Email leathercare@pristine.com.ph or use our Contact page. Please provide your order number and the reason for the request.

Do not send an item back without written authorization. If approved, we will provide return instructions and the correct return address. Unapproved returns may be refused.

For a verified damaged, defective, expired, or incorrect item, PRISTINE will cover reasonable return-shipping costs when a return is required. For an approved change-of-mind return, the customer is responsible for return shipping and for ensuring the item reaches us safely. Original shipping charges are not refundable for change-of-mind returns.

Refunds

We will notify you after we receive and inspect the approved return. If a refund is approved, it will be issued to the original payment method within 10 business days. Your bank, card issuer, or payment provider may need additional time to post the credit.

If more than 15 business days have passed since we confirmed approval of your refund, contact leathercare@pristine.com.ph.

Cancellations

You may request cancellation before the order has been fulfilled. We will try to accommodate the request, but cancellation is not guaranteed once packing or dispatch has started. If the order has shipped, the applicable return terms above will apply.