Remade Reloved Limited trading as Remade Reloved.
Our return policy is 14 days. If you wish to return your item, you have 14 days from the date you receive the item/s. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Custom orders/Build A Bag purchases are non refundable under all circumstances unless faulty.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to the our error
- Any item that is returned after 14 days
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed to your original method of payment, within 14 days of us receiving the item back.
We are unable to offer refunds on any personalised, bespoke or custom orders, or any items which are non returnable for hygiene reasons, for example earrings, underwear, swimwear and face coverings. This does not affect your statutory rights.
If placing a custom order, full payment is required once the design is agreed. This payment is non refundable in all circumstances unless we are unable to fulfill the order within the originally agreed timescale.
Exchanges and Refunds
As all of our items are unique and one off designs, on the whole we are unable to offer an exchange. If you are not satisfied with your item, please contact us. The item must be returned in the original packaging and in the same condition it reached you.
To return your item, please package it securely and return it to us.
You will be responsible for paying for your own shipping costs for returning your item if returning it because it is unwanted. Shipping costs are non-refundable unless the item is deemed to be faulty because of workmanship or faults in the component/s and if this is the case then we will refund the basic postage costs. We cannot be held responsible for any extra packaging costs you may incur in returning the item. We cannot accept responsibility for loss or damage caused to your item by inappropriate or excessive usage, or damage caused after delivery.
Custom Orders/Build A Bag Terms and Conditions.
“You/The Customer” - the person who has placed the order
“Us/We” - Remade Reloved Limited trading as Remade Reloved.
When ordering a custom bag (Build A Bag) ie any bag or item where the design has been in any way influenced or chosen by you, these terms and conditions apply in addition to our usual terms and conditions. In case of any conflict between the two, that element of the Build A Bag terms and conditions take precedence.
To begin the ordering process, send us an email via the enquiry form on the build a bag page or send an email to firstname.lastname@example.org. Once we have received your enquiry, we will contact you within 48 hours to discuss your requirements in greater detail. You are under no obligation to order at any point during the design process. The order is deemed to have been placed and the terms and conditions apply as soon as you have paid the total cost of the bag/item. After this point it’s assumed that we have begun work on your bag and the amount paid is non refundable in all circumstances, except if for any reason we cannot complete the order. In this instance, a refund will be processed as soon as possible to the original payment method (please allow 7-10 working days from cancellation of the order to receive your money back). We cannot refund to any other payment method than the one you originally paid with.
Once a design has been agreed and the full amount has been paid by you, your bag will be placed into our order queue to be made. When you place your order we will try to give you an accurate time scale of when your bag will be completed. You should allow at least 4-6 weeks for delivery. We will send you photos of the materials you have chosen and ask you to give final confirmation that you are happy with the design and fabrics/materials chosen. We will keep a record of what has been agreed between us. Please be aware that colours and finishes of fabric and materials may vary between computer screens and we cannot be held responsible for the colour and/or finish of the materials or bag if it differs from your expectations due to the limitations of screens. We will always photograph fabric and materials as closely as possible to the true colour.
Once your bag is made, we will send you clear photos of every angle to allow you to see the bag before we send it. If you decide at this point that you don’t want the bag, the amount you have paid cannot be refunded and we reserve the right to resell the bag.
Payments accepted via our secure website only. Once we have agreed your choices with you, we will create an order for the total agreed amount, including postage and packaging which will be sent to you via email. Follow the link, and you will be able to pay securely.
We cannot accept returns or give refunds or exchanges on any custom made products unless faulty due to a design or a manufacturing error.
If placing a custom order, full payment of the order including postage costs must be paid before we begin any work. This amount is non refundable in all circumstances unless we are unable to fulfill the order within the originally agreed timescale.
If your bag is deemed to be faulty because of a manufacturing error or a failure of the components, you will need to securely package the bag and send it back to us to assess. If it’s possible, then we will usually offer to attempt a repair of the item in the first instance. If the item is not repairable, and it is deemed that the bag is damaged due to a failure in our manufacturing or components then we will provide a refund. We cannot accept responsibility for loss or damage caused to your item by inappropriate or excessive usage, or damage caused after it has left us.
If you want to collect your bag from us, you must collect it within 2 weeks of completion. If you do not collect within 8 weeks of completion, we reserve the right to resell the bag.
We can only ship to the UK and our recommended delivery method is Royal Mail special delivery.
If you choose to ask us to order any other fabric which we do not already have in stock, this will increase the price of your bag. We will order the minimum amount required to make your bag; however as with any sewing, there may be left over pieces. All leftover fabric and remnants will be kept by us and disposed of in the most eco conscious way possible, whether that is to be used in other designs/bags or recycled in other ways. By choosing to order non standard fabric, you are assumed to have given consent to this.
If for any reason you are not satisfied with your bag, please contact us on email@example.com and we will do whatever we can to put it right.