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Refund policy

Last updated: 16 October 2026

This policy explains how to cancel an order, how returns and refunds work, and what happens if something arrives faulty, damaged or wrong. Nothing in this policy affects your statutory rights as a consumer.

1. Changed your mind? Your 14-day right to cancel

If you live in the UK or the EU and buy as a consumer, you can cancel your order within 14 days without giving a reason.

  • The 14 days start the day after you (or someone you've nominated, other than the carrier) receive the goods. If your order arrives in more than one parcel, they start the day after you receive the last one.
  • You can also cancel at any time before your order arrives, including before it has been dispatched.
  • To meet the deadline, it's enough to send us your cancellation before the 14 days have passed.

2. How to cancel

Choose whichever is easiest for you:

  1. Online: use our cancellation form at undobags.com/pages/cancel-order ("Withdraw from contract here").
  2. By email: write to farisbo2006@gmail.com with your name, your order number and the items you want to cancel.
  3. By post: UndoBags, Huygensstraat 16, 3521 VN Utrecht, the Netherlands. You can use the model cancellation form below, but you don't have to.

We'll confirm by email that we've received your cancellation. Sending a cancellation doesn't trigger an automatic refund. We'll process the refund as described in section 4.

3. Sending items back

  • Please send the items back within 14 days of telling us you're cancelling.
  • Wait for our email with the returns address before you post anything. Our business address in Utrecht is not a returns centre, and parcels sent there may be delayed.
  • Unless the item is faulty or we sent you the wrong item, you pay the direct cost of returning it. The cost depends on the returns address and the service you choose. We'll tell you the returns address before you post the item, so you can check the cost first. We recommend a tracked service and keeping your proof of postage.
  • You may handle an item as you would in a shop to check what it is. If an item has been handled more than that, we may reduce your refund to reflect any loss in value.

4. Your refund

  • We refund everything you paid for the cancelled items, including the standard delivery charge. If you chose a more expensive delivery option than our standard one, we refund only the cost of standard delivery.
  • We'll refund you within 14 days of receiving the items back or of receiving your proof of postage, whichever is sooner. If you cancel before the order has been dispatched, we'll refund you within 14 days of your cancellation.
  • We refund to your original payment method and don't charge any fee for the refund. Your bank or card provider may need a few days to show it in your account.

5. Sealed products

Some skincare products are delivered with a hygiene seal. If a product page or its packaging shows that it is sealed, you can still cancel and return it as long as the seal is unbroken. Once you break a hygiene seal, you lose the right to cancel for that item, because it isn't suitable for return for health-protection and hygiene reasons. Unopened, sealed items can be returned as normal.

This exception applies only to change-of-mind cancellations. It never affects your rights if a product is faulty, damaged or not as described.

6. Faulty, damaged, wrong or not-as-described items

If something arrives faulty, damaged, incorrect or not as described, please contact us with your order number and a photo. Report it as soon as you reasonably can. We'll arrange a replacement, repair or refund, depending on your rights. If we need the item back, we'll cover the cost of returning it. Often we won't need it back at all.

UK customers: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't:

  • within 30 days of delivery, you can reject them for a full refund;
  • after 30 days, you can ask for a repair or replacement. If that's not possible or doesn't fix the problem, you can ask for a price reduction or a refund;
  • you can bring a claim up to 6 years after delivery (5 years in Scotland).

EU customers: you have the statutory guarantee of conformity under the laws of your country of residence, which is at least two years from delivery.

These rights apply in full to discounted, sale and set purchases. We don't offer any extra money-back guarantee beyond your statutory rights.

7. Before raising a dispute

If something's not right, please contact us first. It's usually the quickest way to sort it out. This doesn't limit any rights you have with your bank or card provider.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To: UndoBags, Huygensstraat 16, 3521 VN Utrecht, the Netherlands, farisbo2006@gmail.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.