Refund and Returns Policy

Last updated: September 17, 2026

We want you to be completely happy with your BAGSAGE order. If something isn’t right — the wrong bag arrived, you changed your mind, or an item arrived damaged — we’re here to help. Please read this policy carefully before returning an item.

1. 30-Day Return Window

You may return eligible items within 30 days of delivery for a refund or exchange. If more than 30 days have passed since your item was delivered, unfortunately we can’t offer a refund or exchange.

2. Return Eligibility

To be eligible for a return, items must be:

  • Unused, and in the same condition you received them;
  • Free from scuffs, scratches, stains, water damage or other signs of wear on the leather, hardware or lining;
  • Complete with the original dust bag, care card, and any detachable straps, charms or pouches that came with the item;
  • Returned in their original packaging where possible.

Bags that show signs of use — including stretched handles, marked bases or scratched hardware — or that have been treated, altered or repaired by a third party, are not eligible for return.

3. Items That Cannot Be Returned

For made-to-order and final-sale reasons, the following items are not eligible for return unless they arrive damaged or defective:

  • Personalised or made-to-order items, where the bag was produced or monogrammed to your specification;
  • Limited-edition and archive pieces marked as “Final Sale” on the product page;
  • Gift cards;
  • Any item returned more than 30 days after delivery.

4. How to Start a Return

  1. Email us at zzj19832026@163.com within 30 days of delivery with your order number and the reason for return;
  2. If the item is damaged, defective or incorrect, please also attach a clear photo or two showing the issue;
  3. We will respond within 1–2 business days with return instructions and the return address;
  4. Pack the item securely — ideally in its original packaging and dust bag — and include your order number and name inside the parcel;
  5. Send the parcel using a trackable shipping method and keep your tracking number.

5. Return Shipping Costs

  • Returns within 30 days are free — we provide a prepaid return label for eligible returns started through us, so you won’t be charged return shipping for items sent back within the 30-day window.
  • Where a return label is not available for your country, we will reimburse reasonable return shipping costs (standard, non-express postage) once your return is approved.
  • If the return is due to our error (wrong item, defective, damaged in transit), we will cover the return shipping and, on approval, also refund the original shipping cost.
  • We recommend using the label we provide or a trackable service — we can’t be responsible for parcels lost in transit before they reach us.

6. Refunds

Once your return arrives, we will inspect it within 1–3 business days. If the item meets the conditions above, we will process your refund to your original payment method.

  • Refund timing: once approved, refunds are issued within 5–10 business days, depending on your payment provider and bank.
  • You will receive an email confirmation when your refund has been processed.
  • The original shipping fee is refunded when the return is due to our error, or when your order qualified for free shipping and the full order is returned.

Late or missing refunds

If you haven’t received your refund yet:

  1. Check your bank account and payment method again — processing times vary;
  2. Contact your bank or card issuer — it often takes a few extra business days for the refund to appear;
  3. If you’ve done both and still haven’t received your refund, email us at zzj19832026@163.com and we’ll look into it right away.

7. Exchanges

If you’d like to exchange an item — for example, for a different colourway or a different style — the fastest way is to:

  1. Start a return using the steps in Section 4;
  2. Once your return is approved, place a new order for the item you want;
  3. Your refund will be issued as soon as the return is approved, so there’s no waiting for the exchange cycle to complete.

8. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or contains the wrong item, please contact us within 7 days of delivery with photos and your order number. We’ll make it right — typically by sending a replacement or issuing a full refund including original shipping costs, at no charge to you. We may ask you to return the item and will cover the return shipping.

9. Sale Items

Items purchased at a discounted price may be returned under the same conditions as full-price items, unless they are explicitly marked as “Final Sale”. Only the amount you actually paid will be refunded.

10. Contact Us

If you have any questions about returns or refunds, or need help starting a return, please get in touch — we’re happy to help:

Email: zzj19832026@163.com
Shenzhen Pingshan Zhongjieda Trading Firm
Pingshan District, Shenzhen, Guangdong Province, China

Please include your order number in every message — it helps us resolve your request faster.