Refund policy

Here is the updated Returns & Refunds Policy with your official contact email (sales@mygreenbag.co.uk) added throughout.

Returns & Refunds Policy

At My Green Bag (https://mygreenbag.co.uk/), we want you to love your leather bags, jackets, and accessories. If you are not completely satisfied with your purchase, we are here to help.

Our Returns and Refunds Policy complies fully with UK online trading laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your order for any reason within 14 calendar days of receiving your items.

Notification: You must inform us of your decision to cancel within 14 days of delivery.
Return Period: Once you notify us, you have a further 14 days to return the item(s) back to us.

2. Eligibility & Condition of Items

To be eligible for a full refund under the standard right to cancel:

Items must be returned in their original, unused condition.
Items must have all original tags, labels, and protective packaging attached.
Items must be free from marks, perfume, smoke, or wear.

Note on Leather Products: Leather is a natural material and minor surface variations are natural characteristics, not faults. However, items must be inspected carefully before returning to ensure they remain in resalable condition.

3. Exceptions & Non-Returnable Items

The right to cancel does not apply to:

Bespoke or Custom-made items (e.g., personalized/custom-sized jackets or custom-monogrammed bags).
Final Sale / Hygiene-restricted items (where protective seals have been broken).

4. How to Initiate a Return

To request a return or cancellation:

Contact our support team via email at sales@mygreenbag.co.uk with your Order Number and reason for return.
We will provide you with the correct return address and instructions.
Package the item securely (using original packaging where possible) and include your order details inside the parcel.

5. Return Shipping Costs

Change of Mind / Standard Returns: You are responsible for paying the direct cost of returning the item(s) to us.
Tracked Delivery Recommended: We strongly advise using a tracked and insured postage service (such as Royal Mail Tracked or a registered courier) as we cannot issue refunds for items lost or damaged in transit back to us.

6. Refunds Process

Inspection: Once we receive your returned parcel, we will inspect the item(s) and confirm receipt via email.
Timeline: If approved, your refund will be processed within 14 calendar days of receiving the returned goods (or receiving proof that you have sent them back).
Payment Method: Refunds will be credited to the original payment method used at checkout (e.g., credit card, debit card, PayPal, Klarna).
Delivery Charges: If you cancel your full order within the 14-day statutory period, we will refund the item cost plus our standard basic delivery charge (if applicable). Enhanced shipping fees chosen at checkout are non-refundable.

7. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, all goods must be as described, fit for purpose, and of satisfactory quality.

If you receive an item that is faulty, damaged in transit, or not what you ordered:

Within 30 Days of Delivery: You have the legal right to reject the item and claim a full refund, or request a replacement/repair.
After 30 Days: You may be eligible for a repair or replacement. If a repair or replacement is not possible or successful, you may request a partial or full refund.

How to report a fault:

Please contact us immediately at sales@mygreenbag.co.uk with your order number, a clear description of the fault, and photos showing the issue.

If an item is verified as faulty or incorrect, we will cover or reimburse the return shipping costs and offer a full refund or replacement.

8. Exchanges

If you wish to exchange an item for a different size or style (e.g., jacket sizing):

Initiate a return following the steps in Section 4.
Place a new order online for the replacement item to ensure stock availability. Alternatively, contact us via email to arrange a direct exchange subject to stock.