Refund policy
We want you to love your bag. If something isn't right, here's how we make it right.
You have 30 days from the day your bag arrives to request a return or exchange. The bag should come back to us unused, in its dust bag, with the thank-you card and any accompanying materials.
What you can do:
- Exchange for the same bag in a different color, or a different model
- Replacement of the same bag (if there's an issue we can solve by making you another)
- Refund to your original payment method
For custom orders — bags made in a color or plume combination outside our published catalog, through Create Your Dream Bag — refund is the only option within the same 30-day window. Custom bags are made specifically for you, so we can't swap them for a different version. They are, of course, fully covered if they arrive damaged or defective (see below).
How to start a return
Email info@thebond.it or message us on WhatsApp. Tell us your order number and which option you'd like — exchange, replacement, or refund. We'll reply within 2 business days with the next steps and the return address in Italy.
Please don't send your bag back without contacting us first — we won't be able to process returns we haven't agreed to in advance.
Who pays for return shipping
- Change of mind, exchange, or any reason that isn't a defect: the customer covers return shipping. We recommend using a tracked service — we can't be responsible for bags lost in transit on their way back to us.
- Damaged, defective, or wrong bag received: we cover the return shipping, in full. You'll never pay to send back a bag that wasn't right when it arrived.
If your bag arrives damaged or defective
Please inspect your bag when it arrives. If something is wrong:
- Let us know as soon as you can after delivery — email info@thebond.it or message us on WhatsApp. Send a photo, your order number, and a short description of the issue.
- We'll respond within 2 business days with how we'll resolve it — typically a replacement or a full refund, including shipping costs both ways.
- You'll have your replacement or refund within 14 days of us confirming the issue.
Refund timing
Once we receive your bag back and confirm it's in returnable condition, we'll process your refund within 14 days, to the original payment method. Depending on your bank, the refund may take a few additional days to appear on your statement.
Questions
Reach us directly at info@thebond.it or on WhatsApp. We answer every message ourselves — there's no support desk between you and the people who made your bag.
