Refund & Returns Policy

Summary

• You have 14 days from delivery to return an unused item.
• Refunds are processed within 5 working days of us receiving the return.
• Faulty items are eligible for a full refund, repair or replacement.
• Return postage is paid by the customer unless the item is faulty or wrongly sent.

1. Statutory right to cancel (14-day cooling-off)

If you live in the UK or EU, the Consumer Contracts Regulations 2013 (or the equivalent EU Consumer Rights Directive) give you 14 days from the day you receive your parcel to cancel your order for any reason.

2. Our 14-day return window

You can return any unused item within 14 days of delivery for a full refund of the item price. To be eligible:

• The item must be unused, unmarked and with the original tags attached.
• All original packaging must be included.
• You must contact us before returning — see step 3.

3. How to return

1. Email hello@bag2travel.co.uk with your order number and the reason for return.
2. We will reply within 1 working day with the return address and instructions.
3. Post the item back using any tracked service. Keep the receipt.
4. Once received and inspected we will refund your original payment method within 5 working days.

4. Return postage costs

Return postage is paid by you, except when:

• The item arrived faulty or damaged.
• We sent you the wrong item.
• The item is not as described on the product page.

In these cases we cover the return postage in full and refund promptly.

5. Faulty or damaged items

Under the Consumer Rights Act 2015 you have up to 30 days to reject a faulty item for a full refund, and up to 6 months for a repair or replacement. This is separate from the 14-day change-of-mind window above and is unaffected by our return policy. Please email hello@bag2travel.co.uk with photos of the fault and we will arrange the next step immediately.

6. Items we cannot refund

• Items showing signs of use or damage caused after delivery.
• Items returned without prior email contact.
• Gift vouchers and personalised or engraved items.

7. Late or missing refunds

If more than 10 working days have passed since we confirmed the refund and it has not appeared, check with your bank first — refunds can take extra time to post. If it is still missing, contact hello@bag2travel.co.uk.