Refunds & Returns

30 days, unused and unopened

You may return any bag within 30 days of delivery for a full refund, provided it is unused, in the condition it arrived in and with any packaging it came with.

Unused means it has not been carried, filled or washed. A bag that has been used once shows it — jute sheds, linen creases, canvas takes a mark — and we cannot resell it.

Custom runs made to your dimensions are not covered by this window, because they cannot be resold. That is stated again before you confirm a custom order.

Cancelling an order

Before payment: nothing has been charged, so simply do not complete the payment link, or email us and we will delete the order record.

After payment but before dispatch: email support@bagsofnature.shop with your FLX reference and we will cancel and refund in full, normally the same business day.

After dispatch: the order cannot be cancelled in transit, but you can refuse the delivery or return it under the 30-day window above.

What is not a fault

These are properties of plant fibres. They appear on the product page before you buy, and they are not grounds for a faulty-goods claim:

• Cotton Canvas — Undyed canvas yellows in sunlight over months.
• Jute — Unlined jute sheds fibres for the first few uses.
• Cork — Cork spots if soaked. Wipe it, never submerge it.
• Linen — Linen creases. That is the fibre, not a defect.
• Across all four — colour, weave density and grain vary between pieces and between batches, and screens render colour differently.

You can still return an item for any of these reasons under the 30-day window, as long as it is unused. We would rather you send it back than keep something that irritates you.

What is a fault

These four are faults, and we refund or replace them in full:

• Split or unravelling seams.
• Hardware that fails — a zip that separates, a buckle that breaks.
• Holes or tears not caused by use beyond the stated suggested load.
• Dimensions more than ±3% away from those published, or an item that is not what you ordered.

There is no time limit on a genuine manufacturing fault. Send a photograph to support@bagsofnature.shop with your FLX reference and we will arrange the return at our cost.

How to return something

1. Email support@bagsofnature.shop with your FLX reference and which items you are returning. You do not need to say why, though it helps us.
2. We reply within one business day with the return address and a return reference to write on the parcel.
3. Send the parcel back with a tracked service. Keep the tracking number until the refund lands.
4. We inspect on arrival and refund within 5 business days of receiving it.

Please do not send anything back before emailing — unannounced parcels take much longer to match to an order.

Who pays the return postage

• Faulty, damaged or wrong item: we pay, either by sending a prepaid label or by refunding the postage you paid.
• Changed your mind: you pay the return postage. The original outbound shipping cost is refunded only where consumer law in your country requires it.
• International returns: mark the parcel clearly as a returned item so it is not charged duty on re-entry. We cannot refund duty charged because a parcel was declared incorrectly.

How the refund reaches you

Refunds go back to the original payment method and in the original currency, USD. We do not issue store credit unless you ask for it.

We process refunds within 5 business days of receiving the return. Your bank typically takes a further 3 to 10 business days to show it, which is outside our control.

If your card was issued in another currency, your bank sets the exchange rate on the refund as well as on the payment, so the amount returned may differ slightly from the amount taken.

Exchanges

We do not process direct exchanges, because holding an item while a return is in transit takes it off sale for someone else. Return the item for a refund and place a new order — if the new order is delayed by the wait, tell us and we will cover the difference in shipping.

Not sure which fibre to try next? The Fibre Picker starts from the trait you did not get on with.