Refund Policy – Dagnedoner

At Dagnedoner, we know a great bag should fit your needs as seamlessly as it fits your life—whether it’s a laptop bag that protects your tech, a travel bag that holds all your essentials, or a handbag that matches your style. If your Dagnedoner bag doesn’t meet your expectations—whether it’s too small for your laptop, the fabric isn’t what you imagined, or it arrives with a defect—we’re committed to making the refund process simple, fair, and stress-free. This policy outlines our refund rules, eligibility criteria, and step-by-step process to help you get a resolution that lets you focus on finding your next perfect bag.

1. Refund Eligibility

To qualify for a refund, your request must align with the unique needs of bag products—where size, functionality, and material quality are key. Below are our clear eligibility criteria:

  • Timeline: You must submit your refund request within 60 days of delivery (as confirmed by the shipping carrier’s tracking information). This extended window gives you time to test the bag (e.g., pack it for a commute, check if your laptop fits, or use it for a short trip) and ensure it works for your lifestyle—critical for pieces like work bags or travel bags you might not use immediately.
  • Product Condition:
  • Unused/Unaltered Bags: Must be in original packaging with all tags, dust bags, and accessories (e.g., extra straps, care cards) attached. The bag must show no signs of use: no scuffs on leather, no stretched-out straps, no marks from pens or spills, no scratches on hardware (like zippers or buckles), and no modifications (e.g., cut straps, added patches). For structured bags (e.g., laptop bags, work totes), we also check for shape retention—misshapen bags due to improper storage or use are not eligible.
  • Lightly Used Bags: Eligible only if you tested the bag briefly (e.g., carried it once indoors to check fit) and it shows no visible wear. Bags used outdoors, packed with heavy items (leading to stretching or damage), or cleaned with non-recommended products are not eligible for a refund—unless they have a manufacturing defect (see Section 3).
  • Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in the order confirmation email), receipt, or packing slip. Refunds are only processed for orders placed directly through Dagnedoner.com—purchases from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller.
  • Exceptions: The following items are non-refundable unless they arrive defective or damaged:
  • Final sale items (clearly marked “Final Sale” on the product page, e.g., clearance bags, limited-edition travel bags, or custom-engraved handbags).
  • Personalized items (e.g., bags with monograms, custom color combinations)—these are made to your specific request and cannot be resold.
  • Bags damaged due to misuse (e.g., overpacking a travel bag beyond its weight limit, using a canvas bag in heavy rain if it’s not waterproof).

2. How to Request a Refund

We’ve streamlined the refund process to avoid unnecessary delays—especially if you need to reorder a better-fitting size or style. Follow these steps:

  1. Initiate Contact: Email our customer service team at [email protected]. Include the following details to speed up processing:
  • Full name and email address linked to your order.
  • Order number (critical for locating your purchase quickly).
  • Item name(s) and details (e.g., “15-Inch Padded Laptop Bag – Black,” “Expandable Travel Duffel – Navy,” “Vegan Leather Handbag – Medium”).
  • Reason for refund (e.g., “Too small for my 16-inch laptop,” “Zipper gets stuck when closing,” “Fabric feels thinner than described,” “Arrived with a scratch on the buckle”).
  • For lightly worn or defective items: Attach 1-2 clear photos of the issue (e.g., a close-up of a broken zipper, a photo of scuffs on leather, a side-by-side comparison of the bag vs. the website description). This helps verify your claim and avoid back-and-forth communication.
  1. Receive Approval & Instructions: Our team will review your request within 24-48 business hours. If approved:
  • We’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate bags (e.g., leather handbags, structured laptop bags), we’ll include specific packing instructions: wrap the bag in tissue paper to prevent scratches, use the original dust bag (if provided), and avoid folding straps or pressing decorative hardware. For large travel bags, we recommend collapsing them to fit into the original box (if possible) to reduce shipping volume.
  • For defective items (e.g., a travel bag with a broken wheel): We may waive the return requirement (to save you time) if photos confirm the issue—instead, we’ll ask you to confirm the bag is no longer in use (e.g., “Please do not use the bag until we finalize the refund”) and process the refund once confirmed.
  1. Ship the Bag (If Required):
  • Seal the bag in its original packaging (or a clean, sturdy box if the original is damaged) and attach the prepaid shipping label. Drop the package off at the designated carrier (e.g., USPS, UPS) within 7 days of receiving the label—delays beyond this may result in your request being canceled.
  • Keep the return tracking number for your records—this lets you monitor when we receive the package and ensures accountability if the bag is lost or damaged during return transit.
  1. Process the Refund:
  • For returned unworn items: Once we receive and inspect the bag (usually 3-5 business days after delivery to our warehouse), we’ll confirm it meets our condition requirements and initiate the refund.
  • For defective or waived-return items: We’ll process the refund within 24 hours of verifying your photos and details—so you can reorder a better-fitting size or style quickly.

3. Refunds for Defective or Damaged Items

If your Dagnedoner bag arrives with a manufacturing defect (e.g., broken zippers, detached straps, torn fabric, faulty hardware like snaps or wheels) or is damaged during shipping (e.g., a crushed laptop bag, a scratched leather handbag), we’ll resolve the issue quickly with no extra steps:

  1. Report the Issue: Email [email protected] within 48 hours of delivery—include photos of the defect/damage (e.g., a video of a wheel not rolling, a photo of a tear in the fabric, a close-up of a missing button) and your order number. For shipping damage, also include photos of the outer packaging (e.g., a ripped shipping box, a dented bag container) to help us file a claim with the carrier.
  2. Choose Your Resolution: We’ll offer three options to fit your needs:
  • Full Refund: Processed to your original payment method (see Section 4 for timelines) with no need to return the defective/damaged bag—we’ll ask you to discard it safely (or donate it if the damage is minor) to avoid reuse.
  • Free Replacement: Shipped to you at no cost—we’ll prioritize shipping if you need the bag for a specific occasion (e.g., “We’ll send the replacement work bag via expedited shipping to arrive before your new job starts”).
  • Store Credit: Receive 10% extra credit (e.g., a \(80 refund becomes \)88 in store credit) to use on your next Dagnedoner purchase—ideal if you love the style and want to try a different size or color (e.g., “The black laptop bag had a defect—try our gray model, which has the same features”).
  1. Fast Tracking: We’ll update you at each stage (e.g., “Your replacement travel bag has shipped,” “Your refund has been initiated”) so you’re never left wondering about progress. For custom or limited-edition bags that are out of stock, we’ll automatically offer a full refund or store credit—whichever you prefer.

4. Refund Timelines & Details

We aim to process refunds as quickly as possible, but timelines vary slightly based on your payment method:

  • Processing Time: Refunds are initiated within 1-3 business days of approval (e.g., after we receive your returned bag or verify a defect).
  • Account Credit Time:
  • Credit/debit cards: 5-7 business days (processing times depend on your bank—some may post the refund sooner, while others take the full window. For international cards, this may extend to 10 business days due to cross-border processing).
  • PayPal: 2-3 business days (funds usually appear in your PayPal balance or linked bank account within this period).
  • Gift cards: 1-2 business days (refunds are credited to the original gift card or a new one if the original is lost—we’ll send the new gift card code via email).
  • Store credit: Instantly applied to your Dagnedoner account once the refund is initiated—you’ll receive an email with your credit balance and a link to use it at checkout.
  • Refund Amount:
  • Full refunds: Issued for unworn, unaltered bags, defective items, or damaged-in-transit items—you’ll receive the full purchase price (in USD), including any applicable taxes.
  • Partial refunds: Applied to bags that don’t meet our full condition requirements (e.g., a canvas bag with minor pilling that wasn’t caused by wear, a handbag with a missing tag but no other signs of use). We’ll deduct a 15% restocking fee and notify you of the partial amount before processing.
  • Exclusions: We do not refund shipping costs (unless the bag arrived defective or was sent in error) or customs duties/taxes (these are charged by your local government and must be claimed directly from them). If you used a coupon or discount code for your purchase, the refund will reflect the discounted amount you paid (not the original retail price).

5. Refund Denials & Appeals

In rare cases, we may deny a refund (e.g., the bag is heavily worn, the defect was caused by misuse, the request is outside the 60-day window). If your request is denied:

  • We’ll send you an email explaining the reason for denial (e.g., “The travel bag shows signs of overpacking—straps are stretched beyond repair,” “The scratch on the handbag appears to be from a sharp object, which is considered user damage”).
  • You can appeal the decision by providing additional information (e.g., a photo of the bag’s care tag proving you followed cleaning instructions, new evidence that the defect was present at delivery, or a receipt from a professional repair shop showing the issue is manufacturing-related). Email the appeal to [email protected] within 7 days of receiving the denial—our customer service manager will review it within 24 hours and notify you of the final decision.

6. Contact Us for Refund Help

If you have questions about our refund policy, need help submitting a request, or want to check the status of an ongoing refund, contact our customer service team at [email protected]. We’ll respond within 24-48 business hours and provide personalized assistance—whether it’s clarifying eligibility for a leather handbag, resending a return label for a gym bag, or following up with your bank about a delayed refund.

At Dagnedoner, we believe refunds should be a last resort—but when you need one, we’ll handle it with the same care we put into crafting your bag. Our goal is to ensure you have a bag that fits your life, protects your essentials, and makes you feel confident every time you carry it—even if that means adjusting your purchase. Thank you for trusting us with your bag needs.