Refund policy

30-day returns

You can return your bag within 30 days of delivery. It needs to come back unused, clean and in its original packaging, with no marks or signs of wear. Items that have been used or damaged after delivery can't be accepted, or may be refunded only in part.

How to return it

Email support@haulybags.com with your order number within 30 days of delivery. We'll reply within one working day with a return authorisation and the exact return address. Please don't send anything back before you hear from us, and don't send it to the sender address shown on the parcel.

Return postage

All returns go to our returns address in Lithuania (European Union), including returns from the United States, the United Kingdom and other countries outside the EU. If you're returning an item because you changed your mind, the cost of return postage is paid by you. We recommend a tracked service, as we can't refund a return that doesn't reach us.

Damaged, faulty or wrong item

That one's on us. If your bag arrives damaged or faulty, or in a different colour to the one you ordered, email a photo to support@haulybags.com — ideally within 14 days of delivery — and we'll replace it or refund you in full, at no cost to you. If we need the item back, we cover the return postage.

Colour and appearance

Our product photos are taken in a professional studio with controlled lighting. The colour, shade or appearance of your bag may look slightly different in daylight or on your screen. A slight difference in shade is not a fault.

Your refund

Once your return reaches us and we've checked it, we refund to the original payment method. It usually appears within 5–10 working days, depending on your bank.

Exchanges

We don't process direct exchanges. If you'd like a different colour, start a return and place a new order.

Changed your mind straight away?

Email us before your order ships and we'll cancel it and refund you in full.

Right of withdrawal (EU and UK customers)

If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of receiving it, without giving a reason. To withdraw, email support@haulybags.com with a clear statement of your decision. A model withdrawal form is available on request.

Please send the item back within 14 days of telling us. The direct cost of returning it to our address in Lithuania is paid by you. You may handle the item as you would in a shop to check it; if it has been handled beyond that, we may reduce the refund for the loss in value. We refund within 14 days of receiving your withdrawal notice, and may wait until the item reaches us or you show proof that you've sent it.

Nothing in this policy affects your statutory rights, including your rights if an item is faulty.