Refund policy

We want you to love what you ordered. If something isn't right, here's how returns and refunds work.

Return Window
You have 5 days from the date of delivery to request a return. Requests made after this window can't be accepted.

Eligibility
To be eligible for a return, your item must be unused, unwashed, and in its original condition and packaging. Since our products don't carry tags, our team verifies condition through photos you share at the time of the return request and a physical quality check once the item reaches us. Items that show signs of use, damage caused after delivery, or don't match the original order will not be accepted for return.

How to Start a Return
Email us at justotebags@gmail.com with your order number and photos of the item within 5 days of delivery. We'll confirm eligibility and share pickup/drop instructions. Items sent back without a confirmed return request will not be accepted.

Quality Check
All returns go through a quality check once received. Refunds or replacements are processed only after the item passes this check. If it doesn't pass — for example, signs of use, missing components, or a different item than what was shipped — we'll reach out with photos and next steps instead of processing the refund.

Refunds — Prepaid Orders
Once your return is approved and passes quality check, prepaid orders are refunded to your original payment method within 7 business days. Please allow extra time for your bank or card provider to reflect the credit.

Refunds — COD (Cash on Delivery) Orders
Since Cash on Delivery orders have no original payment method to refund to, approved COD returns are issued as store credit in the form of a gift card code, sent to your order email within 2 business days of the item passing quality check. This code is valid for 12 months from issue and can be used on any future order — no account or login needed, just apply the code at checkout.

Damages and Issues
Please inspect your order as soon as it arrives. If an item is defective, damaged, or incorrect, contact us within 5 days of delivery with photos — we'll evaluate and make it right at no extra cost to you, regardless of payment method.

Exchanges
We currently don't offer direct exchanges. If you'd like a different size, colour, or product, return the original item for a refund (gift card for COD, original payment method for prepaid) and place a new order separately.

Undelivered or Refused COD Orders
COD orders that are undelivered, refused at the doorstep, or returned to us in transit are not eligible for a refund, since no payment was collected on these orders.

Questions
Reach us anytime at justotebags@gmail.com — we typically respond within 24–48 hours.