Refund policy
Product Return policies are specific to the manufacturer. Personalized gifts (e.g. custom engraves) are non-refundable and never eligible for return. There is a 20% restocking fee for any accepted returns.
Our products are offered with free shipping over $200, so please be aware that if you return the product our actual outbound shipping and handling costs must be deducted from any return refund.
There is a 15 day limit from the date of delivery on all product returns. The product must be returned unused and in its original packaging to be accepted. Products returned with damage or without warranty seal, used or incomplete will not be refunded. Customers will not receive any refund until the condition has been verified. Applicable refunds will be issued within 5 days of return verification and approval.
FOR ALL BAG ORDERS, RETURNS OR EXCHANGES PACKING TIPS
Please ensure to pack your bags securely to prevent damage in transit. Damaged items will not be accepted for return or exchange.
Before you ship an item back to us please email us with your original order number in order to receive return authorization and instructions including the return address.
In the event there is a problem with a purchased product, a photo of the issue will be required for evaluation of coverage by the manufacturer's warranty policy for further assurance that the issue was not caused accidentally by the consumer. In some instances a product can be repaired with spare parts and Carter & Penn will work with the customer to obtain parts so that the bag can be repaired locally. If the product cannot be repaired locally, Carter & Penn will coordinate with the customer to return the product directly to the manufacturer for repairs. Return shipping charges may be incurred by the customer on a case by case basis. An RMA number, shipment tracking number, and shipping instructions will be required.
US ORDERS (ALL)
The refund will be issued when the bag is returned to us in its original condition. You are responsible for the cost of shipping the bag back to us.
INTERNATIONAL (NON-US) ORDERS (i Medici Leather)
For All International Orders:The refund will be issued when the bag is returned to us in original condition. You are also responsible for shipping the bag back to us as well as the original order shipping cost.
NO RETURNS OR EXCHANGES AFTER 15 DAYS (Product warranties will be honored.)