Based on the products available at strand-bags.com, which features the same quality luggage, handbags, and travel accessories found in our New Zealand collections, we have designed a straightforward and customer-friendly return policy. Our goal is to ensure that you are completely satisfied with your purchase, and we understand that sometimes an item may not be the perfect fit. Please take a moment to review the following guidelines for our returns process.

This policy applies to all items purchased through our website. We believe in transparency and fairness, and we have structured our returns process to be as simple and stress-free as possible.

General Return Eligibility

We accept returns on most items that are in new, unused, and saleable condition. To be eligible for a return, the product must be in its original packaging, with all tags, labels, and accessories intact. We want to resell the item to another customer, so it must be in the same condition that you received it.

Certain items are exempt from being returned due to hygiene reasons or their nature. These include, but are not limited to, face masks, earrings, and toiletries. Additionally, items that have been personalized or custom-made for you cannot be returned. If you have any doubts about the eligibility of a specific product, we recommend contacting our customer service team before completing your purchase.

How to Initiate a Return

If you wish to return an item, the process is simple. You will need to start by logging into your account on our website and navigating to your order history. From there, you can select the item you wish to return and follow the on-screen prompts to generate a return authorization.

We require that all returns be authorized in advance. This helps us process your return quickly and ensures that it is directed to the correct facility. Once your request is submitted, you will receive a confirmation email with instructions on how to proceed.

Preparing and Sending Your Return

When your return is authorized, you will be provided with a return label. Please ensure that the item is securely packaged to prevent damage during transit. We recommend using the original shipping box if possible. The return label must be clearly affixed to the outside of the package.

Please note that the item remains your responsibility until it reaches our warehouse. We therefore suggest using a trackable shipping method and retaining your proof of postage. We cannot take responsibility for items that are lost or damaged during the return transit.

The Inspection and Refund Process

Once we receive your return, our quality control team will inspect the item to ensure it meets our return eligibility criteria. This inspection is usually completed within a few business days after the package arrives at our facility.

If the return is approved, we will process a refund to the original payment method used for the purchase. Please be aware that the time it takes for the refund to appear in your account may vary depending on your bank or credit card issuer. We will send you an email notification once your refund has been processed to confirm the completion of the transaction.

Non-Returnable and Final Sale Items

As mentioned, some items are non-returnable. These are clearly marked as “Final Sale” on the product page. Please pay close attention to these designations before you place your order, as we are unable to accept returns or offer exchanges for these marked products.

Damaged, Defective, or Incorrect Items

We take great care in ensuring our products are of the highest quality. However, in the unlikely event that you receive an item that is damaged, defective, or incorrect, we sincerely apologize. For these situations, we have a separate, dedicated process.

If you receive a faulty or incorrect item, please contact our customer service team immediately, and not through the standard return procedure. You will be asked to provide clear photographs of the damage or issue, along with your order number. We will work quickly to resolve the issue, either by sending a replacement, if available, or by arranging a full refund, including any associated costs, once the issue is confirmed.

Our Commitment to You

We are confident in the quality and durability of our products, which are designed for the modern traveler. However, we recognize that buying online can sometimes be a challenge. This return policy is designed to give you peace of mind and to make your online shopping experience a positive one. We are committed to making our returns process as seamless as possible, so you can shop with confidence. If you have any questions that are not addressed in this policy, our customer service team is always here to help guide you through the process. Your satisfaction is our top priority, and we want you to love your new travel or everyday essentials.