If you would like to return an item first contact us for a Return Authorization number. Write this number clearly on the outside of box you are returning. Choose a reasonable courier or similar service that will charge a fair market price as we will refund based on fair pricing from couriers.

Please note returning an item does not guarantee a refund until the item has been inspected. It should be sent back in original packaging and undamaged. Depending on the item if the packaging is required to resell the item, we reserve the right to refuse a refund or offer a partial refund, if the original packaging is not returned. 

All returned goods must be shipped freight prepaid. 

Contact us as soon as you can, returns must be received by us within 21 days of the invoice date. Custom orders are non refundable unless the product is defective. Custom orders must be returned to us within 30 days of the shipment date. We will swiftly refund the same credit card or bank account used to make the purchase and payment or, send a replacement of our choosing based on availability.  

Custom orders are non refundable unless you have received damaged or incorrect merchandise.

Change of mind refund: There can be items we do not have in stock. If a customer places and or pays for item(s) not in stock, be advised it will be ordered in for you and paid for to our supplies. If later the customer has a change of heart, we reserve the right to refuse a partial or full refund.  However, we may be able to offer a partial or full credit, based on what our vendors will charge us to cancel the item. 

Refunds are made within 7 days of receiving the items in our warehouse.  It can take between 1 to 2 weeks for your bank to apply the refund to your credit card. 

Refused Orders: If an order has shipped and is refused by the customer, a 25% restocking fee or a $5.00 fee (whichever is greater) and all the shipping charges incurred from this order will be charged to the customer and deducted from the refund of the order.

Orders not picked up by the customer:  If the customer is not available for a delivery, they must advise us prior to shipping. In certain situations we may be able to deliver to an alternate address. However if they miss the delivery by a courier, they are responsible for any additional shipping fees.  

If you receive a damaged item due to shipping include pictures and explanation of the problem as the courier requires this information for refunds.

Due to Covid, in the past there have been shortages with some materials to make a product which may affect delivery times or the possibility for the need to offer a slightly different product. With some products we use a 3rd party shipper. We will make every attempt  to notify you of any changes. Delivery times can be affected due to Lock Downs, etc.  If you have a deadline advise us of the date you need the product by so that we meet your goals. We are not able to refund an order if there is a delay, out of our control, but we will try our very best to offer a similar product.

Please note:

For product(s) returned without a defect the customer is responsible for both shipping and return shipping costs. Shipping fees we have incurred will be deducted from the refund, this applies to orders which have qualified for Free Shipping as well as orders the customer pays the shipping fees.

• For product(s) returned due to incorrect product ordered or a change of mind, the customer is responsible for both shipping and the return of shipping costs.
• During the COVID pandemic we reserve the right to refuse the return of any item.
• For a defective product we will be responsible for all shipping costs.
  If an item has been shipped incomplete, we reserve the right to either refund the customer or replace the item for its full value.  

If you would like further information please call at 800-663-0255 or email at info@BagOutlet .ca