Warranty Claim Policy
RETURNS, REFUNDS & EXCHANGES
Our products come with a standard one year manufacturing defect warranty. We do our best to ensure that you receive the highest quality products. But we also embrace the wild, twisty ways of life. If there is a defect in the materials or workmanship of your product (gasp!), you will qualify for a warranty replacement of your product (shipping and taxes of your product is not included). Our warranty does not cover the contents of your bag. If your product is damaged during normal or abnormal adventures/activities, you will not qualify for a warranty replacement, but you will have epic stories to tell your friends.
Returns will only be accepted if original labels/tags are still attached to each product and the original packaging is fully intact. Bagstra cannot accept returns where labels have been removed. Please do email us about your issue on the bag. We would recommend you to also take pictures of the bag in which you have found dissatisfactory and attach it along in the email.
Please note that you are responsible for the returned product(s) until it reaches us. Bagstra will not compensate for returned packages lost in the return shipping. You are advised to send the package with a dispatch/tracking number so that it can be traced. Returned merchandise shipping charges are at the customer’s expense. Any shipping or customs charges that may incur when returning the products are the customer’s responsibility. Once we receive your product, we will evaluate the claim. Warranty claims can take up to 7-10 business days to process. If the claim meets our guidelines, we will replace your product. In the case of an Exchange, Bagstra will not charge any additional charges for shipping the new items to you.
If in the event that we may no longer offer the exact product that you return, and we would recommend an exchange for a similar bag of equal value or lesser. We are also flexible enough to arrange for you to top up on the value, if you would want to exchange the bag for a value higher than the bag purchased by you.
When sending your bag to use for a warranty claim we do recommend using reputable courier services like UPS or FedEx which will give you a tracking number. Once your bag is safely in our hands the warranty process will begin.
For repairs to stitching or zippers we recommend visiting your local dry cleaner or tailor as it can cost more to send your bags back to us rather than repairing those little hiccups on your own.
Not sure if you qualify for a warranty replacement? Send a couple pictures to us at firstname.lastname@example.org and we’ll take a look.
HOW TO MAKE A RETURN
All return shipping costs are to be paid by the customer. When making a return, please be sure to clearly mark your return shipment as “returned goods” on any customs or postal forms and also on the outside of the package.
Refunds for returned merchandise will be made as soon as possible, 30 days at the latest, after the return of the product, to the original purchaser’s credit/debit card used for the order in question. Note that additional duties and/or taxes will not be refunded. Neither will shipping costs. Also note that additional duties, taxes or any additional charge you may have, will not be refunded by Bagstra.
In the case of an exchange, Bagstra will not add additional charges for shipping of the new items.
All exchanges are subject to availability from our current stock. We will exchange items that are returned to us within 14 days of being received by you. Please advise us upon receipt of your purchase if you wish to exchange. Once the exchange items are received the new items will be posted immediately. As in Returns and Refunds, all additional duties, taxes or any additional charge you may have, will not be refunded by Bagstra in the case of exchanged items.
In the case of an exchange, please contact us as soon as possible to reserve another product/size.
Returns and Exchanges should be sent to the following address:
1-37, Jalan Puteri 4/8,
Bandar Puteri Puchong,
DAMAGED IN TRANSIT/DEFECTIVE PRODUCTS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, our Bagstra staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at email@example.com about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.
Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 30 days period after receiving the returned products. If in the event that we may no longer offer the exact product that you return, and we would recommend an exchange for a similar bag of equal value or lesser. We are also flexible enough to arrange for you to top up on the value, if you would want to exchange the bag for a value higher than the bag purchased by you.
RETURNS & EXCHANGES ON SALE ITEMS
Please note that all sales of Special Promo items (those announced/advertised as Special Promo) are final. No exchange, credit note or refund will be offered against Sale purchases and the Returns, Refunds and Exchanges conditions will not apply.