Warranty and Return Process

WARRANTY
The Assurance of Craftsmanship and Natural Materials

At New Loco, every product is meticulously handcrafted in our own workshop using only natural materials. Each item is unique—thanks to the artisan's craftsmanship and the inherent characteristics of the materials used. This uniqueness may result in slight variations, which are natural and expected features of handmade products. As our products are not mass-produced, minor visual differences from the photos on our website may occur.

Material Characteristics & Care

We use vegetable-tanned leather and other natural materials that may develop scratches or change color over time—this is a natural aging process of the leather and not considered a defect. Similarly, solid brass components may darken and develop a patina with use, which is also a desirable and expected characteristic of genuine brass. Such natural changes are not considered deformations. For proper care instructions, we recommend checking our product care guidelines on our blog.

Durability & Guarantee

Our products are designed and crafted for long-term durability. Each piece undergoes strict quality control before shipping to ensure flawless delivery. All our products are backed by a 2-year warranty, covering only craftsmanship and material-related issues. If you notice any defects caused by production or shipping, please contact us immediately. We will make sure to assist you promptly and efficiently.

RETURNS
Satisfaction Guarantee

At New Loco, we value your satisfaction. That’s why we offer a 14-day satisfaction guarantee. You may return your order within 14 days of delivery without any explanation. If the return is due to a production or delivery-related fault, New Loco will replace the item or refund the full amount without any cost to you.

If You Simply Change Your Mind

If you decide to return the product for personal reasons (such as not liking it or changing your mind), the return shipping cost will be at your expense. Once we receive the item in its original and undamaged condition, the refund will be processed—excluding the shipping costs. Please ensure the product is unused, in perfect condition, and returned in its original packaging.

Personalized Products

Personalized items cannot be returned as they are custom-made specifically for you. This includes products with names, custom stitching, colors, or any modification based on your request.

Return Process & Shipping

To initiate a return, please contact us to receive a return shipping code. After receiving your code, follow the provided instructions to ship the product back to us securely. Once we receive the product, your refund will be processed swiftly.

Warranty Period

Our products are manufactured to the highest quality standards and come with a 2-year New Loco warranty. If you encounter any product-related issues within this period, feel free to contact us. Our goal is to offer reliable and long-lasting products that you can enjoy for years.