Refund policy
Bags are personal. Carry it for a few days, see how it sits, decide. If it isn't right, send it back.
The window
You have 45 days from the day your order arrives to return any unused bag for a full refund. The bag must come back in its original condition — unmarked, unscented, with the dust bag and any tags intact. No signs of carry, no transferred ink, no removed feet or fittings.
After 45 days, or if the bag comes back showing use, we can't refund it.
How to return
- Email support@brandonrupert.com within 45 days. Include your order number and the reason for return.
- We'll reply within one business day with the return address and a reference number.
- Pack the bag back in its dust bag and original box. Send it tracked, with a service of your choice.
- As soon as we receive and inspect it, we refund your original payment method. Most refunds land within 5 business days; your bank may take another few days to display the credit.
Who pays the return shipping
You do, unless the bag arrived faulty, was sent in error, or was damaged in transit. In any of those cases, email us within 14 days of delivery with a photograph and we'll send you a prepaid return label.
Original shipping is not refundable, except on faulty or incorrectly sent items.
Exchanges
We don't run a separate exchange flow. If you want a different colourway or a different style, return the original for refund and place a new order. It moves faster and avoids us holding stock against a pending swap.
Cancellations
If you change your mind before your order ships, email support@brandonrupert.com straight away and we'll cancel and refund in full. Once an order has dispatched, the standard return process above applies.
Faulty or wrong items
If your order arrives faulty or isn't what you ordered, email us within 14 days with a photograph and your order number. We'll arrange a prepaid return and either send a replacement or refund the order in full — your choice.
Leather is a natural material. Small variations in grain, depth of colour, and surface markings are part of the hide and are not faults. Drum-dyed pieces develop a patina with use — this is intended, not a defect.