PLEASE NOTE: Our extended returns period is now active. To help with Christmas shopping you can now return your purchase until January 31, 2020.
No matter where you're from, we'll cover the cost of return if a bag is faulty within 30 days of receipt due to a manufacturing deficiency (see below).
After contacting us, we will send you the paid shipping label so that you can easily return your parcel to us, free of charge.
So, to be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Items which have been engraved are exempt from being returned.
For situations where the bag has been used, we are not obliged to accept it back under consumer law, unless it is unfit for purpose - if a bag is being used, then we assume it was fit for purpose.
If a bag develops a fault within 30 days of delivery, then we need to be able to prove that this is a manufacturing issue which was intrinsic to the bag when you received it. This is normally easy to ascertain. If this is the case, and you don't want the bag anymore, we can refund you. Again, this only applies to a manufacturing fault. For example, if you were to fill the bag with concrete everyday and expect the handle to endure this punishment, this wouldn't qualify.
To complete your return, we require a receipt or proof of purchase. Your order number and name will do just fine.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item safe and sound. We will also notify you of the approval of your refund. If you are approved for a full refund, 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. We will aim to complete all refunds within 7 days.