Refund and Returns Policy

At UrbanLuxe Bags LLC (“we”, “our”, “us”), we strive to provide our customers with premium ladies’ bags and exceptional customer service. Your satisfaction is our highest priority. This Return & Refund Policy outlines the guidelines, procedures, and terms under which you may return, exchange, or request a refund for products purchased through our website bagplanet.store or other authorized sales channels.

Please read this policy carefully to understand your rights and responsibilities when returning or exchanging any UrbanLuxe product.

1. Eligibility for Returns and Exchanges

To ensure a smooth return or exchange process, the following eligibility criteria must be met:

  1. Timeframe
    • Returns and exchanges must be requested within 30 calendar days from the date of delivery. Orders outside this period will not be eligible unless required by local consumer protection laws.
  2. Condition of the Product
    • The item must be in its original condition, unused, unwashed, and undamaged.
    • All original packaging, tags, dust bags, authenticity cards, and accessories must be included.
  3. Proof of Purchase
    • A valid order confirmation, receipt, or invoice is required for all returns or exchanges.
  4. Exclusions
    Certain items cannot be returned, including:
    • Customized or personalized bags (e.g., monogrammed, engraved, or bespoke designs)
    • Final sale items clearly marked as non-returnable at the time of purchase
    • Items damaged due to misuse, accidents, or negligence

2. How to Initiate a Return or Exchange

To begin the return or exchange process, follow these steps:

  1. Contact Customer Support
    • Email us at support@bagvella.store or call +1 (415) 555-2480.
    • Provide your order number, product name, reason for return/exchange, and photos of the item if damaged.
  2. Receive Return Authorization
    • Our customer service team will review your request and provide a Return Merchandise Authorization (RMA) number.
    • Returns without an RMA number may be delayed or rejected.
  3. Prepare the Package
    • Pack the product securely in its original packaging with all tags and accessories.
    • Include the RMA number in the package.
  4. Ship the Product
    • Use a trackable shipping method to return the item to the address provided by our support team.
    • Customers are responsible for return shipping costs unless the item was defective or shipped incorrectly.

3. Refund Policy

a. Refund Process

  • Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed using the original payment method within 7–14 business days.
  • Please note that it may take additional time for your bank or credit card company to post the refund to your account.

b. Partial Refunds

  • Partial refunds may be granted for items that are not in their original condition, missing parts, or show signs of use beyond normal inspection.

c. Shipping Fees

  • Original shipping fees are non-refundable, except in cases where we shipped the wrong item or the product is defective.
  • Return shipping costs are the responsibility of the customer, unless otherwise agreed.

4. Exchange Policy

We understand that you may wish to exchange a product for a different size, color, or style.

  1. Availability
    • Exchanges are subject to product availability. If the desired item is out of stock, a refund will be issued instead.
  2. Exchange Process
    • Contact customer support to request an exchange and obtain an RMA number.
    • Return the original item following the return instructions.
    • Ship the new item upon receipt and inspection of the original product.
  3. Shipping Costs for Exchanges
    • Standard exchanges: Customer covers return shipping; UrbanLuxe covers shipment of the replacement product.
    • Exchanges due to our error (e.g., wrong or defective item): We cover all shipping costs.

5. Defective or Damaged Products

Your satisfaction and safety are important. If you receive a defective, damaged, or incorrect product, we will replace or refund it according to the following guidelines:

  1. Reporting
    • Notify us within 7 calendar days of delivery with photos or videos of the defect or damage.
  2. Verification
    • Our team will verify the issue and provide instructions for return or replacement.
  3. Resolution
    • UrbanLuxe Bags LLC will cover shipping costs for defective or damaged items.
    • A full refund or replacement will be issued promptly once the issue is verified.

6. Return Shipping Instructions

  1. Packaging
    • Use the original product box, protective packaging, and any additional materials provided.
    • Do not include personal items or additional merchandise not part of the original order.
  2. Shipping Carrier
    • We recommend using a reputable courier service with tracking and insurance to avoid lost or damaged packages.
  3. Address
    • Returns should be shipped to the address provided by our customer support team upon approval of your RMA.

7. Refund Exceptions

While we aim to accommodate all returns, the following situations may result in a refund being denied:

  1. Items returned after the 30-day return window.
  2. Products that are used, damaged, or altered beyond reasonable inspection.
  3. Missing original tags, packaging, or accessories.
  4. Customized or personalized items not defective.

We encourage customers to carefully review the product upon receipt to ensure all conditions are met for a successful return.

8. International Returns

For customers outside the United States:

  1. Return Process
    • International returns require prior approval from our customer support team.
    • Return shipping costs and customs duties are generally the responsibility of the customer.
  2. Refunds and Exchange Timeframe
    • Due to international shipping and customs processing, refunds or exchanges may take 2–6 weeks from receipt of the returned item.
  3. Customs & Duties
    • UrbanLuxe Bags LLC is not responsible for any import duties, taxes, or customs fees incurred during the return process.

9. Lost or Stolen Packages

UrbanLuxe Bags LLC is not responsible for packages lost or stolen during return shipping. We recommend using a trackable shipping method with insurance. In cases of lost items, customers are responsible for filing a claim with the shipping carrier.

10. Cancellations

Orders may be canceled prior to shipment by contacting customer support. Once an item has been shipped, it cannot be canceled and must be returned following the standard return process.

11. Refund Timelines

  • Inspection Period: Returned items are typically inspected within 5–7 business days after receipt.
  • Refund Processing: Refunds are usually issued within 7–14 business days after inspection approval.
  • Bank Processing: Additional time may be required by your bank or payment provider.

Customers are encouraged to check their payment account statements for updates.

12. Customer Responsibilities

To ensure a smooth return or exchange, customers are expected to:

  1. Review the product immediately upon receipt for any damage or defect.
  2. Contact customer support promptly if any issue arises.
  3. Follow packaging and shipping instructions carefully.
  4. Provide accurate and complete information, including order number, product details, and reason for return.

13. Special Considerations for Ladies’ Bags

Given the premium quality and craftsmanship of our ladies’ bags, additional considerations include:

  • Leather & Fabric Care: Products must be returned in pristine condition without stains, scratches, or odors.
  • Hardware & Accessories: All buckles, chains, zippers, dust bags, authenticity cards, and packaging must be included.
  • Limited Editions: Some limited edition products may have specific return policies indicated at the time of purchase.

14. Communication and Support

For assistance with returns, exchanges, or refunds:

  • Email: support@bagvella.store
  • Phone: +1 (415) 555-2480
  • Customer Service Hours: Monday–Friday, 9:00 AM – 6:00 PM PST

Our dedicated team will guide you through the process, answer your questions, and ensure your satisfaction.

15. Changes to This Policy

UrbanLuxe Bags LLC reserves the right to modify this Return & Refund Policy at any time. Changes will be posted on our website with an updated Effective Date. Continued use of our website after changes indicates acceptance of the revised policy.

16. Legal Compliance

This policy is designed to comply with applicable United States federal and state consumer protection laws. Where local laws provide additional rights beyond those stated here, we will honor those rights.

17. Commitment to Customer Satisfaction

At UrbanLuxe Bags LLC, we take pride in the quality and elegance of our ladies’ bags. Our return and exchange policy reflects our commitment to:

  • High-Quality Products: Ensuring every bag meets premium standards.
  • Transparent Processes: Clear guidelines for returns, refunds, and exchanges.
  • Customer-Centric Service: Prompt responses and hassle-free solutions.

By purchasing from bagplanet.store, you can shop confidently knowing that we stand behind our products and prioritize your satisfaction.

Conclusion
Your trust is invaluable to us. UrbanLuxe Bags LLC guarantees that every step of your purchase, from ordering to potential returns or exchanges, is handled with professionalism, transparency, and care. Please contact us with any questions regarding this Return & Refund Policy.

Contact Information:

UrbanLuxe Bags LLC
2750 Mission Street, Suite 210
San Francisco, CA 94110, United States
Phone: +1 (415) 555-2480
Email: support@bagvella.store
Website: bagplanet.store