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Return and Refund Policy

Last updated: September 2026

This policy applies to physical products purchased through the Bagspa webshop at bagspa.nl. It does not apply to our bag repair, cleaning, and restoration services, which are governed by our separate General Terms and Conditions.

1. Right of Withdrawal (14 Days)

If you are a consumer purchasing a product from our webshop, you have the right to cancel your order within 14 calendar days from the day you (or a third party you designate) receive the product, without giving any reason.

To exercise this right, please inform us of your decision to cancel by contacting us via WhatsApp or email before the 14-day period expires. You do not need to provide a reason, but a clear statement (for example, an email stating you wish to withdraw from your purchase) is required.

2. Conditions for Returns

To be eligible for a return, please make sure that:

• The product is unused and in the same condition that you received it
• The product is in its original packaging, where applicable
• You include proof of purchase (order confirmation or receipt)
• The product is returned within 14 days after you notified us of your decision to withdraw

You are only liable for any diminished value of the product resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the product.

3. Exceptions to the Right of Withdrawal

In accordance with EU consumer law, the following products are excluded from the right of withdrawal, or the right expires once the item has been used or unsealed:

• Sealed products that are not suitable for return due to health or hygiene reasons, if unsealed after delivery (for example, opened cleaning or care products)
• Custom-made or personalized products made to your specifications
• Gift cards, which are non-refundable once purchased

4. Return Shipping Costs

You will be responsible for paying the shipping costs for returning your item, unless:

• The item you received is defective, damaged, or incorrect, in which case we will cover the return shipping costs

Shipping costs are non-refundable. If a refund is issued, the cost of return shipping (where applicable) may be deducted from your refund.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 14 days of us receiving the returned product, using the same payment method used for the original purchase, unless otherwise agreed.

We reserve the right to withhold reimbursement until we have received the returned goods, or you have supplied evidence of having sent them back, whichever is earliest.

6. Damaged or Incorrect Items

If you receive a product that is damaged, defective, or not what you ordered, please contact us within 14 days of receipt with photos of the issue. We will arrange a replacement, repair, or full refund, including return shipping costs, at no cost to you.

7. How to Start a Return

To start a return, please contact us via WhatsApp or email with your order number and the reason for return. We will provide you with the return address and further instructions.