30 days “cooling-off” if you change your mind
“The best thing about it aside from the design is the quality, having destroyed many bags over the years it is really great to have bought something that is so well made and built to last forever. We liked it so much we bought one for our friend.”
In the first instance, thank you for purchasing from us. We want our customers to be happy with our products and we understand that sometime, for whatever reason, things don't go along as desired. We want customers to have 100% satisfaction with our products so, let's put things right...
You have 30 days to return an unused product and the return process is straight forward:
Let us know of your intention to return an item
We issue a return authorisation number and a prepaid postage label
You send the item to us and we issue a refund or exchange the item you bought
Please continue reading to know what we ask from you and how we will put things right.
We have created this policy to enable you to easily return products ordered through our website. This policy applies to all of our customers ordering from Mainland United Kingdom. Please get in touch with us about information on returns if you’re based in other country than the UK. However, you can return a product to us regardless of where you’re based.
This document does not affect any statutory rights you may have as a consumer.
If you are a consumer in the European Union, you have a legal right to a 14 day “cooling-off” period within which you can cancel your order for any reason and return an unused product. This period begins once your order is complete and you have received the item you ordered. You may also cancel for any reason before we send a confirmation for your order. In addition, you can relay on our Goodwill Guarantee which extends to 30 days the legal cooling-off period within which you may change your mind, cancel, and return an item.
You still have a 30 days cooling-off period if you are a customer based in a country outside the European Union.
We may ask you why you have chosen to cancel and may use any answers you provide to improve our products and services, however please note that you are under no obligation to provide any details if you do not wish to.
Please contact us at firstname.lastname@example.org including your name, address, Receipt Number and date of purchase.
We will then issue a return authorization number and you include in the parcel to us a covering note quoting that number.
If you are based in Mainland UK we will send you a prepaid label for you to attach to the returning parcel. If you are based in countries other than Mainland United Kingdom you can return a parcel using a courier of your choice. Unfortunately we cannot pay for postage for returns from addresses outside Mainland United Kingdom. We encourage you to get in touch with us to make sure our products are right for you.
For returns from Mainland United Kingdom take your properly labeled parcel to a DPD Drop Off point.
We will refund fully for unused items returned within 30 days from purchase and returned using the same package it was sent to you and with all tags and other information attached.
We will give you a refund for the price you paid to us in respect of any product properly returned by you, including the postage you paid when ordering the item.
We will refund any money received from you using the same method originally used to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 14 working days following the day we receive your returned item.
Please note that we will not refund, exchange or repair a product which is returned to us with any sign of wear and tear, dirty, with scratches, washed or with any other sign indicating that the product has been used. In these circumstances the product will be returned to the customer.
Please be aware that we cannot refund any tax or duties costs for orders from addresses outside the United Kingdom.
To avoid any delay in processing your return, please make sure to read these guidelines and proceed with your return in the manner described in this document.
We stand by our products and are confident they will provide you with years of satisfaction. Nonetheless, sometime things don't go as predicted. In the unlikely occasion that something goes wrong, our Ridgebags carry a 2-year warranty against defects of manufacture.
If you want to claim a refund for a defected or faulty bag please email us to email@example.com attaching photographs of the bag and the fault, together with the original receipt. If after an assessment we agree on the manufacture fault we will happily offer a refund, repair or exchange for a similar item. We cannot accept claims for normal tear and wear, breakage or destruction due to intentional or unintentional events or misuse of a product.
We want you to enjoy our products forever. So, if something happens to the bag after the 2-year Warranty has expired, please get in touch with us and we would be happy to offer a repair or exchange at a reduced cost.