Returns & Complaints
Right of Return
As a consumer you have the right to withdraw from the purchase contract without giving a reason within 14 calendar days of receiving your order. This applies to bags from the standard collection (undamaged, with original labels, unused).
How to Submit a Return?
- Send an email to info@inard.eu with your order number and a note that you wish to return the item
- We will send you a return form and the return address
- Pack the bag in the original packaging or similar protective packaging
- Send the parcel to the address provided (return shipping costs are borne by the customer, unless the reason for return is a defect)
- After receiving and verifying the item we will issue a refund within 5–7 business days to your bank account or card
Exceptions — When a Return Is Not Accepted
- Personalised bags (hand-woven to order with individual modifications)
- Bags with obvious signs of use or damage unrelated to manufacturing
- Bags without original labels or with removed tags
Complaints (Product Defects)
If a bag has a manufacturing defect (a split seam, fabric defect, or damaged hardware), you are entitled to:
- Repair of the item at our cost (up to 14 business days)
- Replacement with a new, defect-free item
- A price reduction
- Withdrawal from the contract (refund) — if repair/replacement is impossible or takes too long
Submit a complaint by email to info@inard.eu with a description of the defect and a photo. We will process the complaint within 14 days. A hand-crafted bag may have minor irregularities that are natural characteristics of hand-weaving — these are not considered defects.
Exchanges
Would you like to exchange your bag for a different model or colour? This is possible within 14 days of purchase. The procedure is the same as for a return — contact us by email. Exchange shipping costs are borne by the customer.