Returns and Warranty Policies

OUR RETURNS POLICY - Terms and Procedure

  • We want you to be happy with your purchase. If you're not, you may be able to return the purchase(s) for an exchange item or a refund BUT ONLY IN ACCORDANCE WITH THE TERMS STATED HERE.
  • This Returns section is not for products that are faulty when received or develop a fault during their warranty period, instead see Warranty sections below.
  • Online customers who have taken delivery of Products can request an exchange, or return and refund, as long as they EMAIL US WITHIN 15 WORKING DAYS OF RECEIVING THE PURCHASE. Please take into account any seasonal closure of our distribution centre.
  • Due to the nature of the coloring process of some of the materials we use (ethylene vinyl acetate and silicone), actual product colours may vary slightly from the images displayed on our website, this is not a product fault. Also due to the nature of the materials, moulding is not precise so some products may have slightly rough edges and mould remnants, these are not product faults.
  • We do not process Returns for products bought from a store or another website.
  • If you are sent the WRONG PRODUCT in error you must EMAIL US no later than 15 working days of receipt of the Product to discuss a RETURN AND EXCHANGE.
  • Items paid for using our Gift Certificates cannot be returned for a refund of the cash equivalent, however they can be exchanged for an alternative item if requested by ticket within 15 working days of receipt.

How to Request a Return for Exchange or Refund

Under the terms stated here in our Returns Policy, if you decide you want an exchange or refund please email us

Please provide the following details in your email:

  • Your Name, the Order ID number and date you placed your order.
  • If you want to exchange a purchase please tell us exactly which item you would like instead.
  • If you want a refund on a purchase please tell us the reason.

If and when your return or exchange request is confirmed as acceptable by our returns department, only then send back the purchase WITH a printed copy of your Order Notification email from us (or Order ID number if it was a gift) to this address:

Returns Dept O BAG ONLINE USA O BAG FL INC, Unit C22, 2365 NW 70th Avenue, Miami 33122, Florida, USA.

IMPORTANT NOTES: Exchanges and Refunds:

  • When returning an item it is important that you use all the original packaging or similar. Bag bodies and watches MUST be returned in a cardboard box to protect them during return transit. If items are damaged in return transit we cannot guarantee a replacement or refund.
  • If the item has clearly been used or is damaged from use we cannot provide an exchange or refund.
  • WATCHES - if returning a watch strap do not also send back the dial and vice versa.
  • BAGS - if returning a bag strap do not also send back the bag body or accessories and vice versa.
  • If your product was bought elsewhere please approach them directly.
  • We cannot process returns or refunds that are not supported by both the purchase(s) in their original condition and the dated proof of purchase (or order ID number if it was a gift).
  • We do not arrange a collection for you, you need to return the purchase yourself at YOUR expense.
  • Please send to us using 2nd class recorded mail.
  • We may refund the delivery cost that we charged you (if any was charged), but only the cheapest delivery charge that was available to you at the time, if you chose an optional and higher-cost 'Express Delivery' charge this will not be refunded.
  • Once we have received the returned item and checked that the condition of the item is acceptable to us, a replacement will be sent to you or a refund given within 10 calendar days.
  • Please take into account any seasonal closure of our distribution centre.
  • Refunds can only be made utilising the original payment method and details.
  • In the event of refunds or credits we are not liable for any fluctuations in an exchange rate since the initial transaction.

OUR WARRANTY POLICY - Terms and Procedure

12 month Warranty
  • All products purchased directly from us have a 12 month manufacturer's warranty.
  • In the unlikely event that a product purchased from our website is faulty when you first receive it or it develops a defect you may be entitled to a free replacement of the defective part within the conditions of Our Warranty Policy. You will need to provide adequate proof of purchase that shows the product to be within the warranty period.
  • Bags, bag bodies, handles and bag accessories are NOT covered under Our Warranty Policy for: General wear and tear or misuse of any part; defects or damage caused by the user; undue exposure to sunlight, heat, water or pressure; incorrect maintenance E.G. damage from inappropriate cleaning methods and actions that result in shrinkage or staining.
  • Watches and all of their parts are NOT covered under Our Warranty Policy for: General wear and tear or misuse of any part, the battery going flat (batteries can easily be replaced by the user, see our Product Guide); undue exposure to sunlight or heat; water damage to the watch dial and movement (our watches are splash-proof but not water-proof); small tears or nicks on the sides of the silicone strap, tears on the strap near the winder hole; scratches and cracks on the dial (all watches are initially provided with a protective film).
  • Due to the nature of the coloring process of some of the materials used in our products, actual product colors may vary slightly from the images displayed on our website, this is not a product fault and should not be deemed a valid warranty claim. Also due to the nature of these materials moulding is not precise so some products may have slightly rough edges and mould remnants, this is not a product fault and should not be deemed a valid warranty claim in most cases.
  • Be aware, some products/colors are limited edition and you may not be able to get a direct replacement.

How to make a Warranty Claim

If a product purchased from our website has a fault or develops a fault within 12 months of purchase, please email us.

Please provide the following details in your email:

  • Your Name, the Order ID number and date you placed your order.
  • Name, color and size of item that you wish to claim on.
  • Explain what the defect is and how you think the defect occurred.

We will then email you back with our response. If your warranty claim is authorised by us, only we will then ask you to send back the faulty item with the printed proof of purchase (your order confirmation email) to the address below.

Once we receive it back AND if we decide your warranty claim is valid a replacement will be sent to you within 10 working days.

Warranty Claims Dept O BAG ONLINE USA O BAG FL INC, Unit C22, 2365 NW 70th Avenue, Miami 33122, Florida, USA.

Warranty Claim Notes:

  • Do not send the item back to us unless and when we ask you to.
  • We will refund your return postage cost only if your claim is validated.
  • You do not need to send the metal tin that the watch came in, nor a strap if it's the dial that is faulty.
  • We cannot process warranty claims that are not supported by both the faulty item and the dated proof of purchase.
  • Some products/colors are limited edition and you may not be able to get a direct replacement.
  • If you bought from a store or another online vendor - please approach them directly.