Warranty and Return Process

WARRANTY

The Assurance of Handcraftsmanship and Natural Materials:

At New Loco, all of our products are handcrafted in our own workshop, using only natural materials with great care and craftsmanship. Each product is unique, thanks to the delicate touches of the artisan’s hand. This uniqueness comes from both the nature of the material and the skill of the artisan. Therefore, slight variations are natural and are part of the charm of handcrafted items. As our products are not mass-produced, there may be minor differences from the images displayed on our website, though these are rare.

Nature of Materials and Care:

The natural leathers we use are prone to scratches and color changes over time due to their inherent qualities. This is a normal characteristic of leather and not a defect. Similarly, brass materials will naturally darken and develop a patina with use, enhancing their character over time. These are expected qualities of natural materials and should not be considered deformation. For proper care instructions, please visit our blog for detailed maintenance information.

Durability and Guarantee:

Our products are designed and crafted to be durable and withstand years of use. They are covered under our warranty for 3 years. Each product undergoes a thorough quality check before it is packaged and shipped to you. However, if you identify any manufacturing or shipping-related issues, please do not hesitate to contact us immediately. We will provide prompt assistance to resolve the issue.

RETURNS AND EXCHANGES

Satisfaction Guarantee:

At New Loco, your satisfaction is important to us. That’s why we offer a "14-day satisfaction guarantee," allowing you to return any product within 14 days of delivery without needing to provide a reason. If the return is due to a manufacturing or shipping error, New Loco will replace the product with a new one or issue a full refund at no extra cost to you.

For Change of Mind:

If you wish to return the product due to a change of mind or dissatisfaction, return shipping costs will be borne by you. Once the product is received by us, a refund will be issued, minus the shipping costs. The product and its packaging must be undamaged, unused, and returned in its original packaging to be eligible for a refund.

Special Cases and Personalized Products:

Please note that the cost of gift packaging with a personalized wax seal is non-refundable. Additionally, personalized products cannot be returned, as they are custom-made specifically for you.

Return Process and Shipping Instructions:

To initiate a return, please contact us to obtain a return shipping code. Once you have received the code, you can safely ship the product back to us following the specified guidelines. After the product is received by us, the return process will be completed promptly.

Warranty Period:

Our products are manufactured to the highest quality standards and are covered by a 3-year New Loco warranty. If you encounter any issues with your product during this period, please reach out to us. Our goal is to provide reliable and durable products that you can enjoy for many years to come.