1. Contact us about a return
Email sales@bag-market.co.uk, call 01785 303 545, or use our online returns form. Please provide your order number, the item and quantity concerned, and whether you want to cancel a purchase or report a problem. A reason is not required when exercising your consumer cancellation right.
Returns and correspondence address: Bag Market Limited, Unit 12, Simwood Court, Beacon Business Park, Beacon Way, Stafford, ST18 0DG, United Kingdom.
Please contact us before sending goods so we can help arrange the appropriate return. You do not need our permission, a returns number or our particular form to exercise a statutory right. A clear statement by email, telephone or post is sufficient.
2. Consumers: cancelling an online order
For most goods bought online, you can cancel without giving a reason from the time you order until the end of 14 days after the day you, or someone you nominate other than the carrier, receives the goods. For goods ordered together but delivered separately, the period normally runs from receipt of the last item or part. The same rules apply to orders concluded online and then collected.
Tell us that you wish to cancel before that period expires. Unless we have offered to collect, send the goods back or hand them to us without unnecessary delay and within 14 days after telling us. Keep evidence of your cancellation and return.
You pay the direct return delivery cost for a change of mind where we informed you of this before purchase. Choose suitable packaging and a delivery service appropriate to the goods' value; keeping proof of posting is recommended. For goods that cannot normally be returned by post, we will state the return cost or a reasonable estimate before you order. If we have not given the legally required return-cost information, we will bear the cost we are required to bear.
You may inspect goods as you reasonably could in a shop. We can reduce a cancellation refund for an actual loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, where the law allows. This can include use, contamination or damage. We will explain any deduction. There is no standard restocking or cancellation fee. Please return original packaging where possible; its absence alone does not remove your statutory rights.
3. Cancellation refunds
For cancellation of a whole order under section 2, we refund the price paid and the cost of our least expensive standard delivery option available for that order. Any extra paid for a more expensive delivery service is not refundable under the change-of-mind rules. For a partial return, we refund the items cancelled and any delivery charge that the law requires us to refund; delivery costs for items you keep are not automatically refundable.
We refund without unnecessary delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. If we have offered to collect, the deadline is 14 days after you tell us you are cancelling. For an order that has not been supplied and requires no return, it is 14 days after cancellation. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.
4. Exceptions to the consumer change-of-mind right
The statutory cancellation right does not apply to goods made to your specifications or clearly personalised. It can also end for goods supplied sealed that are genuinely unsuitable for return for health protection or hygiene reasons once unsealed after delivery, or goods inseparably mixed with other items after delivery.
Ordinary stock packaging is not automatically excluded simply because it is intended for food use, supplied in bulk or removed from an outer delivery box. Choosing an ordinary stock size or colour does not by itself make goods personalised. Any applicable product-specific restriction will be explained before purchase. These exceptions do not remove rights concerning faulty, incorrect or misdescribed goods.
5. Faulty, damaged, incorrect or missing goods
Please check your delivery promptly and tell us as soon as reasonably possible about damage, shortages or incorrect items. Your order number, affected quantities and photographs of the goods, parcel and delivery label can help. Keep the packaging and affected goods while we arrange a reasonable inspection or return, where practical and safe. A photograph, original packaging, refusal of delivery or a courier damage note is not a condition of your consumer rights.
For consumers, goods must be of satisfactory quality, match their description and be fit for a purpose made known to us where the law requires. You normally have 30 days after delivery to reject goods that do not meet these requirements and claim a refund. After that, you may require a repair or replacement, subject to the rules on impossibility and disproportionate cost. This must be provided within a reasonable time, without significant inconvenience and at our cost. If the legal conditions are met, including where a repair or replacement fails, you may be entitled to a price reduction or final rejection and refund.
For repair, replacement and the associated later remedies, a fault appearing within the first six months is generally presumed to have existed at delivery unless we show otherwise or that presumption is incompatible with the goods or fault. Rights can continue beyond six months and beyond our 60-day offer. Normal wear, misuse or damage caused after delivery does not itself establish a fault for which we are responsible.
Where goods are faulty, incorrect or damaged before risk passes to you, we will arrange an appropriate remedy and pay reasonable necessary return costs. Contact us to arrange a suitable method. For a statutory rejection refund, we pay without unnecessary delay and within 14 days after agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise.
Delivery investigations are handled by us with our courier. We assess the available evidence fairly; you do not have to recover money from the courier before we provide a remedy that is legally due. See our Delivery Information for missing or delayed parcels.
6. Our additional 60-day returns offer
In addition to statutory rights, consumers and business customers can return unwanted standard stock goods under this offer by notifying us within 60 days after delivery or collection and sending them back within 14 days after that notification. Goods must be unused, complete, clean and in a condition suitable for resale, with their original product packaging. Protective outer shipping packaging may be replaced.
This additional offer excludes personalised or bespoke goods and goods made unsuitable for resale through use, damage or contamination after delivery. It does not exclude sale items that otherwise meet these conditions. We refund the price paid for eligible returned goods within 14 days of receiving them. Original delivery charges and the cost of returning goods are not included in this voluntary offer, unless a statutory right requires otherwise. An exchange can be arranged by agreement.
The stricter condition and postage rules in this section apply only to our voluntary offer. If you qualify for a statutory cancellation or faulty-goods remedy, we apply that right instead where it is more favourable to you. Outside statutory rights and this offer, any return is subject to a separate agreement with us.
7. Optional cancellation form
You may copy and email or post this form, but you do not have to use it.
To: Bag Market Limited, Unit 12, Simwood Court, Beacon Business Park, Beacon Way, Stafford, ST18 0DG; email: sales@bag-market.co.uk.
I/We give notice that I/we cancel my/our contract of sale of the following goods:
- Goods and quantities:
- Order number, if available:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s), only if sent on paper:
- Date:
Delete whichever wording does not apply.