Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@onwardbag.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We do not provide a returns label, This is the responsibility of the customer to cover return costs.

You can always contact us for any return question at support@onwardbag.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Important Exceptions

We do not accept returns or issue refunds for the following:

Sale or discounted items
All promotional or clearance items are final sale and not eligible for return or refund. This is clearly stated at checkout and on our website. However, if sale items arrive damaged or faulty, we will offer a replacement

Items returned without prior approval

Digital downloads, free gifts, or gift cards

Subjective issues like personal preferences or cosmetic variations (see below)

Cosmetic surface marks caused during normal us are not considered a product defect and therefore are not eligible for a refund.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Product Design Variations

From time to time we update and improve our product designs. As a result, some customers may receive items from a previous production batch while newer versions are being introduced.

These versions may include minor visual differences, such as small aesthetic changes to materials, stitching, or detailing. These differences do not affect the functionality, durability, or performance of the product.

By purchasing from Onward, customers acknowledge and accept that slight visual variations between production batches may occur, and these are not considered defects or grounds for return.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@onwardbag.com.

Made-to-Order Product Notes

Each Onward bag is:

• Crafted to order through a bespoke production process
• Designed with precision, but may show slight variations in finish or detailing
• Subject to minor differences in size due to the made-to-order nature
• Subject to slight shape variations as part of the production process
• Components (such as handles, zippers, or fittings) may vary subtly from product imagery

These variations are a natural result of the bespoke manufacturing process and contribute to the uniqueness of each bag.

They are not considered defects and do not qualify for returns or refunds.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome. If your return is approved:

A full or partial refund (depending on the item’s condition) will be issued to your original payment method within 10 business days.

For approved returns, a 15% restocking fee will apply.

Please note that additional processing time may be required by your bank or payment provider before the funds appear in your account.