Shipping and Returns Policy

FAULTY PRODUCTS

We are incredibly proud of the quality of our products and really care about our customers.  We have a 100% replacement guarantee against genuine manufacturing faults.  In the event that you receive a faulty My Best Friend Is a Bag product - we will require photographic proof of the fault of the bag from you - once received we will immediately replace the bag.  

To inform us of a faulty product please contact My Best Friend Is A Bag Head Office via email:  enquiries@mybestfriendisabag.com.au

REFUNDS AND RETURNS:

We accept that everyone makes mistakes at some time when they are ordering a product on-line and we are happy to give refunds to our customers - however  you must notify us within 2 weeks of receiving the bag and the goods MUST NOT HAVE BEEN USED and must be in their original condition with all tags attached and original receipt as proof of purchase.  

Please email us at enquiries@mybestfriendisabag.com.au to notify us that you would like to return a product.  We use Amazon for our warehousing and fulfillment so you will be sent an email with Amazon Return Shipping Label - we do not pay for return shipping.   

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

We do not refund initial shipping charges for goods returned.

WARRANTY

We offer replacements/refunds to bags that have legitimate manufacturing faults within a 6 month period from date of purchase. This does not cover reasonable wear and tear, stains, marked or torn fabric, or soiled items.    

All damaged goods require an email to enquires@mybestfriendisabag.com.au. with photographic proof of the fault - Once approved, you will be sent an email containing instructions on returning the item. No clearance/sale items will be replaced/returned/credited.

EXCHANGE

Unfortunately, because we are an Australian company and use 3rd party suppliers for warehousing and fulfillment, it is not possible for us to exchange one bag for another - you will have to go through the return/refund process for the original product and then buy the second product.  If you are interested in an exchange, please email us a on enquiries@mybestfriendisabag.com.au and we will streamline this process as much as possible to make this quick and painless!

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@mybestfriendisabag.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.