Refund policy
At a glance
- 14 days to let us know, from the day your bag arrives
- Free exchanges we send a prepaid label for the swap
- Start with a call 01225 683 729, weekdays 10:00 to 15:00
- Repaired for life if a stitch or strap gives, we will fix it
Rowdy is a small, independent business. Every bag is cut and stitched by hand by our team in Cape Town, whose skill and care are second to none, and we work hard to keep our practices ethical and sustainable. Every return travels twice and takes a bag off the shelf for a while, so we gently encourage thoughtful purchases.
We only send out bags we love, and we want you to love yours too. If it isn't quite right, talk to us. Most of the time we can put it right with an exchange.
Changed your mind?
You have 14 days from the day your order arrives to tell us you would like to return it. You then have a further 14 days to send it back to us.
This applies to full-price and sale items alike. Gift cards can't be refunded.
Custom-made items
Items made to your own specification, such as a bag in a size, leather or design you have asked us to make specially, or one personalised with initials, can't be returned or exchanged just because you have changed your mind. They are made for you alone, so the 14-day change-of-mind period doesn't apply.
This doesn't include our made-to-order bags. If you choose a bag and shade from our range and it is made for you in Cape Town, it is still covered by the 14 days above.
Custom-made items are still covered if they are faulty or not what we agreed, and by our Repairs for life promise. We will confirm the details with you in writing before we start making.
How to start a return
Please call us on 01225 683 729, Monday to Friday, 10:00 to 15:00. You will speak to Rory in Bath, who will take a few details, talk through your options and give you the address to send it to.
If you can't call, email sales@rowdybags.co.uk with your order number and we will call you back. Any clear message within the 14 days counts as notice.
Please don't post a bag back before speaking to us, so we know it's coming and can look out for it.
Consider an exchange
Love the bag but not the shade? Prefer the crossbody to the tote? We would rather help you find the right bag than see one travel back across the country.
Exchanges are free. We send you a prepaid label for the return and post your new bag once the original reaches us. If the new bag costs more, we will take the difference; if it costs less, we will refund it.
Condition of returned items
Leather marks and moulds to the person carrying it, so please return your bag:
- unused and in perfect, resalable condition
- with its tags still attached
- in its original dust bag and packaging
You are welcome to look at your bag the way you would in a shop. If it comes back worn, marked, or without its tags or dust bag, we may reduce the refund to reflect the loss in value.
Sending it back
For a refund, we hope you will understand that return postage is the customer's responsibility. Please use a tracked service and keep your proof of postage until your refund arrives, as we can't refund a parcel that doesn't reach us.
For an exchange, use the prepaid label we send you.
Refunds
We will check your bag as soon as it arrives and refund you within 14 days of receiving it, to your original payment method. Your refund includes the standard UK delivery you paid when you ordered. It doesn't include any extra you paid for faster delivery.
Your bank may take a few working days to show the money in your account. If you paid with Klarna, Klarna will update your payment plan.
If your bag was a gift, the refund goes to the person who paid for it. The person you gave it to is welcome to exchange it instead.
Faulty, damaged or wrong item
Please check your order when it arrives. If something is faulty, damaged in transit or not what you ordered, call us or email a photo to sales@rowdybags.co.uk as soon as you can. We will cover the cost of sending it back and offer a repair, a replacement or a full refund.
Repairs for life
Our bags are made to be used. If a fault in how your bag was made shows up, we will repair it for the life of the bag. Everyday wear, scuffs and the natural ageing of leather aren't faults; they are part of the bag's character. See our Repairs for life promise for what's covered and how to claim.
Your legal rights
This policy is in addition to your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, and doesn't affect them.
Thank you for your understanding, and for supporting a small, independent business and the makers behind it.
