COMPLIMENTARY GIFT WITH EVERY SMOKE ORDER
Returns and Exchanges
We want you to be happy with your new hard graft but if you unpack the goods and find that it's they are not quite right for you please email us immediately. We will authorise the return and email you the return address label.
TIME: You have strictly 7 working days from the delivery date to bring your return to the post (it needs to be postmarked within these 7 days). We are a small independent design company and are not able to carry a lot of stock so receiving unused goods back in perfect condition and a timely fashion is crucial to our business.
CONDITION: We can only accept your return if the goods are absolutely unused and in the original condition. In turn we would never send out used goods to you. When you purchase from hard graft we guarantee that you'll get a brand new product. You will be the first owner of a brand new case, bag or pair of shoes. You get to wear it in and make it yours. We are sure you understand that if we receive a used case from you (even if it is used for only one day) it will show and due to our strict guidelines we won't be able to accept the return. So in the unlikely event that you decide that the product is not for you after using and testing it, we recommend to pass it on to a friend or try and sell it privately (hard graft goods tend to have a very good resale value).
EXCHANGE: We are not able to directly exchange goods so if you decide you would like a different product you will need to return your order and place a new one.
REFUND: Once the goods are returned to us in the original and unused condition we will quality check them and process a refund for the goods. Depending on the original payment it may take a few weeks to see the refund on your account.
EXCEPTIONS: If you send back used goods they will be sent back to you at your expense. If goods are received damaged we will not be able to give you a refund, but will contact you with pictures of the damage so you can claim a refund from your shipping company. If the return is despatched after seven working days we will issue a store credit only at our discretion. Shipping costs and import fees are not refundable. Please note that returns from outside the EU that are shipped duty unpaid will be refused until any associated fees are paid by the sender.
Do I have to pay taxes or import fees?
Due to the international nature of our business all the prices on this website are displayed without tax. If you are a customer in the EU, 20% sales tax will be applied at the checkout (before you complete your payment).
Import fees vary from country to country and state to state, so please contact your customs office for further details. Orders shipped with DHL are insured and DHL is a reliable service and has detailed tracking. Any unclaimed or undeliverable packages will not be refunded. If a package is damaged during transit or returned as undeliverable/unclaimed, it is the responsibility of the customer to communicate with DHL in the first instance.
We never share or sell your information to any third party. Your details are only used to contact you about your order or issues relating to hard graft. You can opt to receive our occasional Members Club newsletter by signing up on the site or at the checkout.
All transactions are processed using industry standard 256-bit SSL encryption. Your credit card information is never stored.
(1)Please note that while we have tried to accurately display the colours of products, the actual colours you see will depend on your monitor and may not be accurate. (2) Furthermore please note that our products are made of natural material. Some corresponding inequalities of material and colour are possible and are not to be deemed as defects. We reserve the right to change details on products or photos of products without prior notice.
Warranty and Repairs
We endeavour to make goods that you can enjoy for a long time. We love if you use your product every day and we want it to be something you can't live without. But we also encourage you to take care of your hard graft goods and treasure them. Items that get heavy everyday use also wear down so they may need a small repair or clean now and again.
Unintended manufacturing defects would show within 6 months so in the unlikely event that something breaks within this period please contact us immediately so we can determine what has happened and find a solution.
Repairs (outside warranty)
We offer a repair service if something breaks outside the 6 month warranty. If you think that the repair needs our specialists please contact us with pictures of the problem and we will send you a quote for the estimated repair cost and shipping. Please note: Once we receive the product back it will take around 4-6 weeks for the repair. (If the product is over 6 months old we may have to use a different colour leather / thread / materials.)
We know that it might be pretty hard to live without your beloved hard graft for a few weeks, sometimes all it needs is just small simple stitching repair which can be done quick and easy by a local leather repair shop. If you are not quite sure what to do send us a picture and we can let you know how it can be repaired locally or if it has to go on a recreation trip to Italy.
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