Refund policy

Refund & Returns Policy — Bagviera

Last updated: 19 September 2026

We want you to be satisfied with your Bagviera purchase. This policy explains our voluntary 30-day change-of-mind return process and the remedies available when a product is faulty, damaged, incorrect or not as described.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law (ACL).

1. Change-of-mind returns

You may request a change-of-mind return within 30 days after delivery.

To qualify, the item must be:

unused, unworn and unwashed;
in its original condition;
returned with its original tags and, where reasonably possible, its original packaging; and
accompanied by proof of purchase.

The conditions above apply to voluntary change-of-mind returns. They do not limit your rights where a product is faulty, damaged, incorrect, unsafe or materially different from its description.

2. Faulty, damaged, incorrect or misdescribed products

Please inspect your order after delivery and contact us as soon as reasonably possible if the product is faulty, damaged, incorrect or materially different from its description. Contacting us within 7 days after delivery, where possible, helps us investigate quickly, but this notification period does not limit your rights under the ACL.

Please provide your order number, a description of the problem and, where reasonably possible, clear photographs showing the issue.

If a product has a major failure, you may choose a refund or replacement in accordance with the ACL. If the failure is not major, we may provide an appropriate remedy within a reasonable time. We will cover or reimburse reasonable return costs where the product is confirmed to have a problem for which Bagviera is responsible.

3. Starting a return

Email bagviera@gmail.com with:

your order number;
the email address used for the order;
the reason for the return; and
photographs, where the return concerns damage, a defect or an incorrect product.

We aim to reply within one business day with return instructions. Please do not send an item before receiving those instructions, because the correct return method may depend on the reason for the return. This request process does not remove or reduce any statutory right or remedy.

Unless we provide a different authorised return address, change-of-mind returns should be sent with tracking to:

Returns — Bagviera
Unit A550, 8 Ruanjian Road (Zi Bian 8-501)
Guangzhou, Guangdong 510640
China

Customers should keep their postal receipt and tracking information until the return is completed.

4. Return shipping costs

For an eligible change-of-mind return, the customer is responsible for return shipping. Original shipping charges are not refundable for a change-of-mind return.

For a product that is faulty, damaged, incorrect or materially misdescribed, Bagviera will cover or reimburse reasonable return costs where required by the ACL. Contact us before returning the item so that we can arrange an appropriate return method.

5. Refunds

We will notify you after the return is received and assessed.

For an approved change-of-mind return, the product price will be refunded to the original payment method. Original shipping charges are not refundable.

For a remedy provided under the ACL, the refund will include all amounts required by applicable law. A refund for a major failure will not be replaced with store credit unless you agree.

Approved refunds are submitted to the original payment method within 5–10 business days. Your bank or payment provider may require additional time to display the refund. If more than 15 business days have passed since we confirmed that a refund was issued, contact us at bagviera@gmail.com.

6. Exchanges

For change-of-mind requests, the fastest way to obtain another colour or product is usually to complete an eligible return and place a separate order after the return is approved.

This does not affect your right to choose a replacement where the ACL gives you that right.

7. Items not eligible for a change-of-mind return

We do not accept a voluntary change-of-mind return for:

an item that has been worn, washed, used or damaged after delivery;
an item returned outside the 30-day change-of-mind period; or
a final-sale or clearance item that was clearly marked as non-returnable before purchase.

These exclusions do not apply where the product fails to comply with a consumer guarantee under the ACL.

8. Order cancellations

If you need to cancel or change an order, contact us as soon as possible. We can only make changes before the order enters fulfilment or is dispatched. If Bagviera cancels an order after payment has been received, we will provide a full refund to the original payment method.

9. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have a product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.