Return & Exchange Policy
How Does the 30-Day Return Policy Work?
We have designed our backpacks, bags, and accessories to be the perfect travel companions. However, if you decide that this is not the product for you, send it back to us within 30 days of placing your order and we’ll reimburse you to the original payment method, as long as the product(s) meet the conditions set out in this policy. The products must be unused, in their original condition and in their original packaging.
Special Note for Luggage Items: Our return policy for suitcases extends to 100 days, allowing you ample time to decide if it meets your travel needs.
Please ensure you familiarize yourself with the policy below prior to your purchase:
- The item(s) and any accompanying free gifts must be returned in their original condition, unused, unwashed, and with the original tags attached. All original packaging, including all tags or boxes, must be included with the return.
- Returned items cannot show any signs of use, wear, tear, marks, scratches, alterations, or any kind of damage.
- We reserve the right to reject any returned items with personal items left inside the product, as it indicates signs of use. We suggest you test the compatibility of your item prior to use, to ensure you are still eligible for a return, should the item not meet your travel needs.
- Return Delivery Fee: If the product is returned for non-quality problems, the return delivery fee will need to be paid by the customer. Please consult your local post office for the specific fee.
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Refund: we issue refunds to your original method of payment, as soon as we receive and approve your returned item. Once delivered, this process takes between 7-14 business days on our end. Shipping charges from the original order are not refundable.
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Returns on Buy One Get One Free promotions will be prorated across all qualifying items and applied to the refund or credit amount.
How Do I Start A Return?
- Email service@bagsmart.com with your order number, the item(s) you wish to return, and the reason. Attach photos showing the items in their original condition, including packaging and tags.
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Once the return is approved, we will provide you with the return address via email. Please do not send your return to the address on the package.
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Share the return tracking number with us for faster processing.
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Allow 3-7 business days for our warehouse to inspect the returned items.
How to make a warranty claim?
If you believe your product is faulty and is within the warranty period, please contact us via email service@bagsmart.com with your order number, valid proof of purchase and related product images. Your claim will be processed by our Customer Service Team within 2-3 business days.
Additional Information
Please note that the conditions below are not deemed as defective in quality:
- Loose threads, raw edges, thickness, touch, and differences in color due to differences in monitor display do not constitute as quality issues.
- Returns due to dissatisfaction in style, color, and changes in personal preference do not constitute as quality issue.
- Damages due to use, wash, care, improper maintenance, self-repair, modifications, or other human factors do not constitute as quality issues.
Please refer to our sizing chart for decisions on your purchase, as our service team can only offer our recommendations. Returns due to sizing issues do not constitute quality issues.
Due to differences in design and style between items, there may be slight differences between different items of the same size. Please refer to the actual measurements.
How to Cancel My Order
You can cancel your orders prior to shipment and will get full refund if the order is canceled successfully. You cannot cancel the order if the product is already shipped out. In this case, please send us a return request when you receive the parcel.
