Refund & Return Policy

We want you to be happy with your order. If you are not completely satisfied, you can return the product to us and we will either replace it or credit your account, subject to the below terms.

This policy only applies to products ordered from Bags Direct itself. It does not apply to any deals, discounts, reconditioned products or used products, and this is indicated in the relevant sections below.

We will not accept returned products:

  • that are not in their original packaging,
  • if the product is damaged,
  • unsealed or missing,
  • products show signs of handling
  • re-packaging.

This policy forms part of the Bags Direct Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this policy. Nothing in this policy is intended to limit your statutory rights in any way.

  1. Returns and Refunds

1.1 You must notify Bags Direct of the return within 7-days of purchasing the goods.

1.2 We will only process a return and a refund if you notify us at reception@bagsdirect.co.za. We will then ask you to take photos of the damaged good and send it to us.

1.3 You are liable for returning the item at your cost if the item is returned due to you simply not wanting the item within the 7-day period.

1.4 If the item is faulty/broken Bags Direct will be liable for that cost, if you notify us within the 7-day period thereafter we cannot be liable. 

1.5 Replacements, refunds, or credits will only be affected once the goods in question have been returned to our warehouse and inspected. Failure to meet our requirements will not result in a refund or a credit.  

1.6 If you received the goods damaged or defective we will replace the item if we have stock. Failing that, we will refund you for the damaged goods in full.

1.7 Goods will only be accepted, and the relevant remedy offered if the item is still in its original packaging and has not been modified in any way.

1.8 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

1.9 When a refund is granted due to you not wanting the good, the refund will not include shipping costs - a 15% handling fee on the value will be charged.

  1. Defective products

We will try our best to ensure that the products we deliver to you are of a high quality,  and in good working order and without defects.

What is a defect? 

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section:

2.1 Faults resulting from normal wear and tear.

2.2 Damage arising from negligence, user abuse or incorrect usage of the product.

2.3 Damage arising from electrical surges or sea air corrosion.

2.4 Damage arising from a failure to adequately care for the product.

2.5 Damage arising from unauthorized alterations to the product.

2.6 Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

  1. Standard Warranty

If you have received a product which turns out to be defective. Please notify us of the defect or poor quality. To ensure we can investigate the error. But in any event after 6 months we cannot be liable.

  • You can do so by notifying us via email.
  • We will arrange to collect the product from you at no charge.
  • Once we have inspected the product and validated your return, we will either repair or replace the product.
  • In the event the item is beyond repair or no stock we can only credit your account with the purchase price of the product.
  • If the repair or replacement takes longer than 21 days, we will get in touch with you to see if you would rather prefer a credit.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.