How After-Sales Requests Are Handled

An order should feel straightforward from placement through to delivery. If something does not match expectations, the aim is to make the next step clear and practical. The sections below set out how return requests, refunds, replacements, and damage reports are normally reviewed, so the likely outcome is easier to anticipate.

This document is written in broad terms for standard consumer purchases. Where local consumer law provides stronger protections than those described here, those protections always apply.

Return Window and Conditions

Many products may be sent back within 30 calendar days after delivery. A return is normally accepted when the following conditions are met:

• The item is unused, unwashed, and in the same condition as when it arrived
• Original tags, labels, and factory packaging are still present and undamaged
• The product has not been marked as final sale at the time of purchase
• The parcel is handed to the carrier before the 30-day period ends

One Common Exception

Personalised or made-to-order goods usually fall outside the standard return process, unless they arrive damaged or show a manufacturing defect.

Starting a Return Request

The usual process involves three stages:

1. Send a written request
   Email support@baggu.com with the order number and a brief explanation of why the return is being requested.
2. Wait for a return authorisation reference
   The request is reviewed, and a reference number is issued together with return instructions. Parcels received without a valid reference are normally not processed.
3. Pack and send the item
   Once the reference has been received, pack the product securely — original packaging is ideal — and dispatch it to the address provided in the instructions.

• Return shipping costs are normally the buyer’s responsibility where the item is intact and the order was fulfilled correctly
• A tracked service or added insurance is strongly recommended, as returns lost or damaged in transit cannot usually be processed

Refund Processing Timeline

After a returned item reaches the returns centre and passes inspection, an approved refund is issued automatically to the original payment method.

• Allow around 7–10 business days for the credit to appear on your statement
• Exact timing depends on the processing schedule of the bank or payment provider
• Outbound shipping charges are generally not refunded, unless goods arrived faulty or the wrong item was sent

Damaged, Faulty, or Incorrect Deliveries

Orders are checked before dispatch, but transit problems occasionally occur. Where a parcel arrives broken or a product has a manufacturing defect, the matter is normally resolved at no additional cost. To report it:

1. Submit the report within 7 calendar days of delivery
2. Include clear photographs showing the damage or fault, together with a short written description
3. Choose between a full refund and a free replacement unit

Reports submitted after that window may still be reviewed, although the available options can be more limited.

Size, Colour, or Variant Exchanges

Where the same product is needed in a different size, colour, or variant, an exchange can usually be arranged within the standard 30-day window:

• Eligibility: the item should be unused, with tags and packaging intact
• Procedure: follow the same return steps described above
• Dispatch: after the returned item is inspected, the requested variant is sent out

If the requested variant is out of stock at that moment, a refund or a comparable alternative is normally offered instead.

Items That Cannot Normally Be Returned

For hygiene, safety, and handling reasons, the following categories are normally excluded from returns and refunds:

1. Custom-engraved and personalised products
2. Physical and digital gift cards
3. Intimate apparel and swimwear (accepted only when unworn and all tags remain attached)
4. Items showing clear signs of use, alteration, or damage caused after delivery

Final-Sale Merchandise

Anything clearly marked as final sale at the time of purchase is excluded from return, exchange, and refund. Exceptions are not normally approved for final-sale purchases, so it is worth checking before ordering.

Further Questions

If anything in this policy needs clarification — return rules, refund timing, exchange availability, or a specific order situation — written support is available.

Email: support@baggu.com

Including the order number and a short summary of the situation usually helps speed up the response.