Returns and refunds
We're not selling yet. This policy will apply to orders once we launch. It's published now so you know where you stand.
Changed your mind? 14 days to cancel
- You can cancel within 14 days of receiving your satchel, for any reason.
- Tell us by email at madrasahbag@webmatter.co.uk, with your order number.
- Send it back within 14 days of telling us.
- Return postage is paid by you, unless the item is faulty or we sent the wrong item.
- We'll refund the item price and the standard delivery charge within 14 days of receiving it back (or of proof of return), to your original payment method.
Condition
You can inspect the satchel as you would in a shop. If it's been used beyond that, for example worn, marked or scratched, we may reduce the refund to reflect the loss in value.
Personalised items
Satchels personalised to your specification, such as embossed initials, can't be cancelled for a change of mind, because they're made just for you. Your rights if they're faulty are unaffected.
Faulty or not as described
Under the Consumer Rights Act 2015:
- Within 30 days: you can reject it for a full refund.
- Within 6 months: we'll repair or replace it. If that doesn't work, you can have a refund. Faults in this period are presumed to have been there from delivery unless we can show otherwise.
- After 6 months: you still have rights for up to 6 years (5 in Scotland), but you may need to show the fault was there at delivery.
We pay return postage for faulty items.
What isn't a fault
- Natural variation in leather colour, grain and markings
- Darkening and patina with use
- Normal wear, scuffs, or damage from misuse, overloading, or drying on a radiator. See our care guide.
How to return
- Email madrasahbag@webmatter.co.uk with your order number and whether it's a change of mind or a fault (a photo helps for faults).
- We'll reply with the return address.
- Pack the satchel securely and use a tracked service. Keep proof of postage.
Waitlist discount
If you used your 10% waitlist code, refunds are for the amount you actually paid.