Two different things can bring a bag back to us: you changed your mind, or something is wrong with it. They follow different rules, so they are set out separately below. Your legal rights apply whether or not you use our free-returns period, and nothing on this page limits them.

1. You changed your mind

Our promise: 30 days free returns

You can return any iYOBA(G) within 30 days of delivery for a refund, and we pay the cost of sending it back. This covers and goes beyond the 14 days your legal right to cancel gives you.

Your legal right to cancel

If you buy from us online, you have the right to cancel your order for any reason within 14 days. The 14 days start on the day after the goods are delivered to you (or to someone you name, other than the carrier). If your order arrives in several deliveries, the period starts the day after the last one.

How to cancel

• Tell us clearly that you want to cancel, for example by email to XXX or by post to XXX. You can use the cancellation form below, but you do not have to.
• Please include your name, your order number and the bag you are cancelling.
• If you cancel by email we will acknowledge it without delay.

Sending the bag back

• Send the bag back to us without delay and no later than 14 days after you told us you were cancelling.
• Return address: XXX.
• We pay the cost of returning the bag. XXX
• Please use secure packaging and keep proof of posting. Until the bag reaches us, it is your responsibility to take reasonable care of it.

Condition of the bag

Please try the bag as you would in a shop. If it has been handled more than is needed to check what it is like and that it works, we may reduce your refund to reflect the loss in value. We will not do this if you were not given this cancellation information.

Your refund

• We refund the price you paid and the cost of standard delivery you paid, if any.
• We refund within 14 days of getting the bag back, or of you sending proof that you posted it, whichever is earlier.
• We refund to the payment method you used. We do not charge a fee for refunds.

What cannot be cancelled

The only goods without the right to cancel are goods made to your own specification or clearly personalised. The standard iYOBA(G) bags and our ready-made artist collaboration bags are not in this category.

Exchanges

XXX

2. Something is wrong with your bag

Under the Consumer Rights Act 2015 your bag must be of satisfactory quality, fit for its purpose and as described. If it is not, you have these rights:

• Within 30 days of delivery you can reject it and get a full refund.
• You can ask us to repair or replace it, at no cost to you, within a reasonable time and without significant inconvenience.
• If one repair or replacement has not fixed it, or we cannot do it, you can ask for a price reduction or the final right to reject and a refund. For the first 6 months, we cannot deduct anything for your use of the bag.
• If a fault appears within 6 months of delivery, it is presumed to have been there at delivery unless we can show otherwise.
• You can make a claim for a fault for up to 6 years after delivery (5 years in Scotland).

If you reject the bag we will refund you within 14 days of agreeing that you are entitled to a refund, to your original payment method and without a fee, and we pay the reasonable cost of returning it.

How to report a problem

Email XXX with your order number and a few clear photos of the problem. XXX If the bag arrives damaged, or is lost in transit, tell us as soon as you can; the bag was our responsibility until it reached you.

3. Model cancellation form

You may use this form to tell us you are cancelling. You do not have to. Complete and return it only if you want to cancel the contract.

To XXX, trading as XXX, XXX, XXX:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate

Complaints

If you are not happy, contact us first at XXX and we will try to put it right. XXX If we cannot agree a solution, we will tell you whether we offer an alternative dispute resolution scheme. XXX

Trader details: XXX, trading as XXX, XXX. See also Shipping & Delivery and our Terms and Conditions.