Refund policy

Return and Refund Policy

Requesting a Return

You may request a return within 14 days of receiving your order. Contact us at sinawalibags@gmail.com with your order number or other proof of purchase and details of the items you wish to return. We will provide the appropriate return address and instructions. Please contact us before sending goods back so they reach the correct location. This process does not restrict your statutory rights.

EU Right of Withdrawal

If you are an EU consumer purchasing online, you generally have the right to withdraw from your purchase without giving a reason within 14 days of receiving the goods. For an order delivered in separate shipments, this period starts when you receive the final item. To exercise this right, send us a clear statement of your decision to withdraw by email before the period expires.

After notifying us, send the goods back without undue delay and no later than 14 days after your notification. You may inspect goods as you would in a shop. You may be responsible for a reduction in their value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. Please include tags and original packaging where possible; their absence does not automatically remove your statutory right of withdrawal.

Return Shipping Costs

For change-of-mind returns, you are responsible for the direct cost of return shipping. If we offer a return label, we will explain its cost and agree any deduction from your refund before you use it. No blanket restocking fee applies.

If goods are defective, damaged, or incorrect, contact us so we can arrange an appropriate remedy and any necessary return shipping at our expense.

Damaged, Defective, or Incorrect Items

Please contact us promptly if your order arrives damaged, defective, or with the wrong item. Include your order number, a description of the problem, and photos where helpful. We will assess the issue and arrange a remedy in accordance with your applicable consumer rights. Our change-of-mind return window and exclusions do not limit your statutory rights relating to faulty or misdescribed goods.

Exceptions

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalized, or to other goods that qualify for an exemption under applicable law. We will identify any applicable exception before purchase.

Sale items, limited-edition items, and rattan sticks are not excluded from statutory withdrawal rights solely because they belong to those categories. Gift cards are not redeemable for cash except where required by law, and any statutory cancellation rights remain unaffected.

Exchanges

For a change-of-mind exchange, contact us to arrange a return, then place a separate order for the replacement item. This does not affect remedies available for defective or incorrect goods.

Refunds

For a valid EU withdrawal, we will refund the payments received, including the cost of standard outbound delivery, without undue delay and no later than 14 days after being informed of your decision to withdraw. Extra costs for a delivery option more expensive than our least expensive standard delivery are not refundable. We may withhold the refund until we receive the goods back or you provide evidence that you have sent them back, whichever occurs first.

Refunds are issued to the original payment method unless you expressly agree otherwise, without a refund processing fee. Your bank or payment provider may take additional time to display the credit.

For other accepted change-of-mind returns, we will notify you after receiving and inspecting the goods and issue an approved refund within 10 business days. Where applicable law requires a different deadline or remedy, that requirement takes priority.

If you have questions about a return or refund, contact sinawalibags@gmail.com with your order number.