Refund policy

At Liberty Bags, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return, Refund & Exchange Policy below.

1. Return & Replacement Window

Customers may request a return, replacement, or refund within 7 days of the delivery date.

Any request submitted after 7 days from the date of delivery will not be eligible for return, replacement, or refund.

2. Mandatory Unboxing Video Requirement

To ensure a smooth and fair resolution process, an unboxing video is mandatory for all return, replacement, refund, damage, or missing item claims.

This applies to all situations including:

  • Damaged product received

  • Defective product received

  • Wrong item delivered

  • Wrong size or colour delivered

  • Missing accessories or parts

  • Manufacturing defects (stitching, zipper, lock, handle, strap, wheel, etc.)

Video Requirements

The video must:

  • Clearly show the shipping label and order details.

  • Show the sealed package before opening.

  • Capture the entire unboxing process.

  • Clearly display the issue or defect.

  • Be recorded in one continuous shot without cuts, edits, or pauses.

Accepted Formats

  • MP4

  • MOV

Maximum File Size

  • 100 MB

Please note:

  • Claims submitted without an unboxing video will not be processed.

  • Photographs alone are not sufficient evidence for return, replacement, or refund approval.

  • Videos recorded after the package has already been opened may not be accepted.

This policy helps us verify issues accurately and process claims faster.

3. Eligibility for Returns

To qualify for a return, exchange, or refund, the product must:

  • Be unused and in its original condition.

  • Include all original tags, labels, accessories, and packaging.

  • Not show signs of wear, damage, misuse, washing, or alteration by the customer.

  • Be accompanied by proof of purchase or order confirmation.

We reserve the right to reject returns that do not meet these conditions.

4. Non-Returnable & Non-Refundable Items

The following items are not eligible for return or refund:

  • Sale or clearance items

  • Gift cards

  • Customized or personalized products

  • Products damaged due to misuse, negligence, or improper handling by the customer

  • Products returned without original packaging

  • Items reported after the return window expires

5. Damaged, Defective or Incorrect Products

Please inspect your order immediately upon delivery.

If you receive:

  • A damaged product

  • A defective product

  • A wrong product

  • An incomplete order

Contact us within 7 days of delivery along with the mandatory unboxing video.

Once verified, we will arrange a replacement, exchange, or refund as applicable.

6. Exchange Policy

Eligible products may be exchanged for:

  • The same item

  • The correct size

  • The correct colour

  • A replacement for a defective product

Exchanges are subject to stock availability.

If the requested replacement item is unavailable, a refund may be offered instead.

7. Return Shipping

If the return is approved due to:

  • Manufacturing defects

  • Wrong product shipped

  • Damaged product received

Liberty Bags will bear the return shipping cost.

For all other approved returns, return shipping charges may be deducted from the refund amount or borne by the customer, depending on the case.

8. Order Cancellation

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it cannot be cancelled and will be governed by this Return & Refund Policy.

To request cancellation, please contact us as soon as possible.

9. Refund Process

Once we receive and inspect the returned item, we will notify you regarding approval or rejection of your refund request.

If approved:

  • Refunds will be processed to the original payment method.

  • Processing may take up to 10 business days after approval.

  • Banks, payment gateways, and card issuers may require additional time to reflect the amount.

If more than 15 business days have passed since your refund was approved and you have not received the amount, please contact us at:

Email: libertybagsonline@gmail.com

10. European Union – 14-Day Cooling-Off Period

If your order is shipped to a country within the European Union (EU), you have the right to cancel or return your order within 14 days of receiving it, without providing any reason.

To qualify:

  • The item must be unused and unworn.

  • Original tags must remain attached.

  • The product must be returned in its original packaging.

  • Proof of purchase must be provided.

Once the returned item is received and inspected, the refund will be processed in accordance with applicable EU consumer protection regulations.

11. Contact Us

For any return, exchange, refund, or cancellation requests, please contact:

Liberty Bags
Email: libertybagsonline@gmail.com

Our support team will assist you with the next steps and provide return instructions if your request is approved.