Refund and Returns Policy

Thank you for shopping at bagplanetshop.com, operated by BAG PLANET LIMITED (“we,” “our,” or “us”). We value your business and want you to be completely satisfied with your purchase. However, if you are not entirely happy with your item, we are here to help you resolve the issue through our structured returns process.

By making a purchase on our website, you agree to the terms and conditions of this Refund and Returns Policy.

1. Important Notice: No “Refund-Only” Policy

To maintain fairness and prevent fraudulent activities, BAG PLANET LIMITED strictly enforces a NO “Refund-Only” policy.

  • Physical Return Required: We do not grant refunds, store credits, or replacements under any circumstances without the physical return of the purchased item to our warehouse.
  • Inspection Mandate: No financial reimbursement or product exchange will be issued until the physical item has been received, inspected, and officially approved by our quality control team.
  • No Exceptions: This policy applies to all claims, including but not limited to cases where the buyer claims the item is “not as described,” “changed my mind,” or “ordered the wrong size.” If you want a refund, you must ship the physical product back to us.

2. Eligibility Window for Returns

You have a period of 30 calendar days from the date you received your item to initiate a return request. If 30 days have passed since your delivery date, we unfortunately cannot offer you a refund or an exchange.

To be eligible for a successful return, your item must meet the following strict criteria:

  • The item must be completely unused, unwashed, and in the exact same condition that you received it.
  • The item must be in its original, undamaged retail packaging.
  • All original tags, labels, protective plastics, certificates of authenticity, and accessories must remain attached and intact.
  • You must provide a valid receipt, invoice, or proof of purchase from our website.

3. Non-Returnable and Non-Refundable Items

Certain types of goods are exempt from being returned or refunded. The following items cannot be accepted for a return:

  • Clearance, “Final Sale,” or discounted promotional items.
  • Customized, personalized, or custom-made products.
  • Gift cards and downloadable software products.
  • Items showing clear signs of use, wear and tear, or damage not caused by our error.

4. The Return Process Step-by-Step

To initiate a return, you must follow the steps detailed below. Do not send your purchase back to the manufacturer or to our corporate address without prior written approval.

  1. Submit a Request: Contact our customer service team via email at mistal@bagplanetshop.com or call us at +(64)9 8351152. Provide your order number, details of the item you wish to return, and the explicit reason for the return.
  2. Receive Authorization: If your request is provisionally eligible, we will send you a Return Merchandise Authorization (RMA) number and the detailed return shipping instructions.
  3. Pack the Item: Securely pack the item in its original packaging to prevent damage during transit. Clearly write the RMA number on the outside of the shipping box.
  4. Ship the Package: Mail the physical product to our designated return center:BAG PLANET LIMITED
    387 Great North Road, Henderson, Auckland 0612, New Zealand

5. Shipping Costs for Returns

  • Customer Responsibility: You are responsible for paying all of your own shipping costs for returning the item. Shipping costs are completely non-refundable.
  • Deduction from Refund: If you receive a refund, the original cost of shipping (if paid by us) will be deducted from your final refund amount.
  • Tracking and Insurance: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee, nor are we responsible if we do not receive your returned item due to postal loss or courier errors.

6. Inspection, Approval, and Refunds

Once your returned physical item is received at our facility, our quality control team will inspect it thoroughly to ensure it meets all eligibility requirements.

  • Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the item’s physical condition.
  • Approved Refunds: If your return is approved, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (e.g., credit card, PayPal, bank account) within a certain number of business days, depending on your financial institution’s processing times.
  • Rejected Returns: If the item is found to be used, damaged, or missing parts, the return will be rejected. The item will be sent back to you at your expense, and no refund will be issued.

7. Damaged or Defective Items

If you receive an item that is damaged or defective upon arrival, you must still return the physical product to receive a remedy.

  • You must notify us at mistal@bagplanetshop.com within 48 hours of delivery, providing clear photographic evidence of the damage.
  • Upon reviewing the photos, we will authorize a physical return.
  • Once the damaged product is received and inspected at our warehouse, we will either send a brand-new replacement or issue a full refund, covering the return shipping costs in this specific scenario. A physical return is still strictly mandatory.

8. Contact Information

For any questions regarding our strict return policies, or to check the status of your ongoing return, please reach out to us:

  • Company Name: BAG PLANET LIMITED
  • Website: bagplanetshop.com
  • Contact Email: mistal@bagplanetshop.com
  • Contact Phone: +(64)9 8351152
  • Postal Address: 387 Great North Road, Henderson, Auckland 0612, New Zealand