Exchange and Return Refund Policy
Bag Bug strives to provide an amazing shopping experience and superior customer service. If for any reason you are not content with your order, we gladly accept returns and exchanges within 10 days from the date of delivery and in new, unused condition with original packaging for any item purchased directly from us or from our website. Some items purchased through special promotions may be final sale, and therefore not eligible for exchanges or returns (please refer to promotion disclaimers for the terms of each offer).
Bag Bug offers 3 easy return options:
(1) return for Bag Bug e-store credit for free;
(2) exchange for another item for free plus shipping & handling;
(3) return for a refund* minus a $5.95 restocking fee.
Conditions for returns or exchanges:
- The item/s are returned in saleable condition, in their original packaging and with all tags still intact.
- The item/s have not been worn, damaged or other.
- We are notified within 48 hours of you receiving your order.
- The item/s must be shipped back to us within 10 days from the date of delivery or they will not be accepted.
- Return shipping must by a traceable method to ensure safe and documented delivery. Return shipping costs are the responsibility of the customer. Bag Bug takes no responsibility for missing or late incoming deliveries.
- Purchases made with a discount/sale code will not be eligible for any exchange, return, or refund.
Please note that any e-store credit used to pay for an order will be returned as e-store credit and will not be eligible for a refund to a credit card.
Shipping Your Return/Exchange Item
- Returns and exchanges are easy! Just e-mail us within 48 hours of order receipt at support @ bag-bug.com with the below details and request a Return Authorization number and include it in the package when you ship it back to Bag Bug.
- Order Number (found on your order confirmation or invoice)
- Full Name
- Contact Details: Phone number(s), shipping address
- Images of items you have received that are incorrect or faulty
- Shipping costs for all exchanges and returns are the customer’s responsibility.
- Shipping costs are non-refundable or eligible for e-store credit.
- Rewards points associated with the purchase will be deducted from your account if you do choose a refund.
When will I receive my exchange?
When the warehouse receives your item/s we will send you an email confirmation. Your exchange will then be processed and you will receive your e-store credit code. Bag Bug will send you an e-mail notification when your e-store credit is activated so that you may select your item for exchange. The process takes between 7 - 10 business days to complete.
How do I use my e-store credit?
- Store credit codes can be entered at the checkout as a discount code. Store credits must be used within 6 months from the date of issue.
- Store credit codes can only be used once, remaining sum will be discarded if not used.
- Credit codes cannot be applied in conjunction with another offer/discount code.
Can I get a refund for my order?
We take great pride in our reputation for quality and our website contains detailed size charts for every single item for your reference. We also understand that it is not a perfect world. Due to the nature of our business Bag Bug does not offer refunds. Please email us if you have any issues with your order and we can work out a solution on a case by case basis.
- If an order is received with any item/s missing, we will refund the price paid for the missing item/s upon receipt of the original item at the Bag Bug warehouse.
- If an order is received with any faulty item/s and this item is no longer available, we will provide a store credit or refund upon receiving the faulty item/s back.
The following items are not returnable or exchangeable:
- Purchases made with a discount/sale code will not be eligible for any exchange or return.
You received a faulty item
Goods are inspected before packaging to ensure they are in excellent condition. Products are packaged carefully to ensure minimal chance of damage during transit. If you receive a damaged or defective item, please email Bag Bug immediately at support @ bag-bug.com (within 48 hours of receipt of item) and include dated photos showcasing the damage.
You received the wrong order
We apologize if you received the wrong order. Please contact Bag Bug immediately at support @ bag-bug.com with all the pertinent details so we can resolve this issue for you.
How is my order delivered?
Bag Bug uses a range of courier companies depending on where you are located*. Some of the companies we use require a signature upon delivery**. For most shipments, tracking numbers are available, and when available Bag Bug includes them in the order shipment notification e-mail.
*International shipments may be subject to import taxes, duties and custom fees, which are levied once your package reaches the country of destination and are the responsibility of the recipient.
**Please Note: We will not be responsible for failed delivery due to no one being available to accept the parcel upon delivery, loss of parcel during transit or change of address causing a failed delivery.
Orders cannot be cancelled after 24 hours
Contact Us @: support @ bag-bug.com