You can request a return within 30 days of the day your order is delivered. Requests made after 30 days cannot be accepted.

To start a return, email support@bagoya.com with your order number. Returns sent without approval may not be accepted.

To be eligible for a return, the item must be:

• unused, unworn and in the same condition you received it;
• free of marks, odours, scratches or damage caused after delivery;
• in its original packaging, with all tags, dust bags and accessories included.

Items bought on sale can be returned under the same conditions, unless the product page says otherwise.

If your item arrives damaged, has a manufacturing defect, or is not the item you ordered, email us within 7 days of delivery with your order number and clear photos of the item and the parcel.

In these cases we will arrange a replacement or a full refund, and we will cover the return shipping cost.

If you are returning an item because you changed your mind or it did not suit you, return shipping is paid by the customer. Original shipping was free, so it is not refunded separately.

We recommend a trackable shipping service and keeping your proof of postage. We cannot take responsibility for returns that are lost or damaged on their way back to us.

When your return arrives, we inspect it and email you to confirm whether the refund is approved.

Approved refunds are sent to your original payment method within 5–10 business days. After that, your bank or card provider may need a few extra days to show the money in your account.

The refund covers the price of the items you return. Customs duties or import taxes you paid to your local authorities are collected by them, so we cannot refund them.

If you would like a different item, the simplest way is to return the original for a refund and place a new order. If you would like a direct exchange, email us and we will check what is possible.

If you have not received your order yet and want to cancel it, see our Order Cancellation page. We can only cancel an order before it has shipped.

If your order has not arrived, please read our Shipping & Delivery page, then contact us at support@bagoya.com with your order number and we will look into it with the delivery carrier.