Product Returns, Exchanges and Warranty Claims

RETURNS AND EXCHANGES

RETURNS AND EXCHANGES POLICY - Terms and Procedure

  1. We only process returns and exchanges of products purchased on www.obagonline.com. If your product was bought elsewhere please approach that outlet directly; if that is not possible, please email the factory at customerservice@obag.eu
  2. This RETURNS section is not for products that are faulty when received or develop a fault during their warranty period, instead see Warranty section below.
  3. 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 ALL THE TERMS STATED HERE.
  4. IMPORTANT: Under the EU Consumer Rights Directive, online customers who have taken delivery of Products other than those marked 'bespoke' within the European Union, European Economic Area and Switzerland have consumer rights that may entitle them should they wish to, to request an exchange, or return and refund, as long as they submit an ENQUIRY TICKET WITHIN 14 CALENDAR DAYS OF RECEIVING THE PURCHASE. Please take into account any seasonal closure of our distribution centre. Product marked as 'bespoke' are classed as customised and therefore are exempt from the Directive and will not be eligible for exchange or refund.
  5. If delivery was to a country outside of the European Union, European Economic Area and Switzerland - YOU ARE NOT COVERED by consumer rights regulations, and have no rights for refunds or exchanges.
  6. It is not our responsibility to check the suitability and compatibility of products you have ordered. It is your responsibility to read and understand our product titles and descriptions so that you do not order unsuitable and incompatible products. If you do order incompatible products having ignored the product titles, descriptions and this warning, you will have to pay the return delivery/shipping charge yourself. If a suitable replacement product is then to be sent to you, you will need to pay another delivery charge and an additional payment if the price of replacement product is higher than the returned product. We will let you know the additional amount.
  7. If you are sent the WRONG PRODUCT in error you must submit an ENQUIRY TICKET no later than 14 calendar days of receipt of the Product to discuss a RETURN AND EXCHANGE.
  8. 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 colour/size if required by submitting an ENQUIRY TICKET within 14 calendar days of receipt of the item(s).
  9. Due to the nature of the colouring process of some of the materials we use (e.g. EVA 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, texture variances, surface anomalies and mould remnants, these are not product faults.
  10. 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.
  11. If the item has clearly been used or is damaged from use we cannot provide an exchange or refund.
  12. If returning a watch strap do not also send back the dial and vice versa. If returning a bag handle do not also send back the bag body or accessories and vice versa.
  13. We cannot process returns or refunds that are not supported by both the purchase in its original condition and the dated proof of purchase (or order ID number if it was a gift).
  14. We do not arrange a collection for you, you need to return the purchase yourself at YOUR expense.
  15. Please send returned items back to us using 2nd class recorded mail.
  16. If and when we approve a RETURN, you must return the item(s) within 14 days of us telling you to return the item(s).
  17. In the case of a refund (rather than an exchange), we may refund the delivery fee 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.
  18. Refunds can only be made utilising the original payment method and details.
  19. In the event of refunds or credits we are not liable for any fluctuations in a currency exchange rate since the initial transaction.

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 first submit an ENQUIRY TICKET within the 14 calendar days of receiving your purchase. Please take into account any seasonal closure of our distribution centre.

PLEASE PROVIDE THE FOLLOWING IN YOUR ENQUIRY TICKET:

  1. If you want to Exchange an item please tell us EXACTLY which item you would like to change and EXACTLY which item you would like instead (please check that it is in stock first).
  2. If you want a Refund on a certain item please tell us EXACTLY which item and tell us the reason.
  3. If the item was a Gift purchased from our website and you do not have proof of purchase, you need to create an account with us to submit an ENQUIRY TICKET and then please tell us the Order ID number which you can obtain from the person who purchased from our website.

Submit an Enquiry Ticket >>>

If and when your return or exchange request is confirmed as acceptable by our returns department, we will then ask you to send back the item 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 Unit 30 Monkspath Business Park, Shirley, Solihull, West Midlands, ENGLAND B90 4NZ

You must return items within 14 days of us telling you to return the item.

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 NOTE: We only process returns and exchanges of products purchased on www.obagonline.com. If your product was bought elsewhere please approach that outlet directly; if that is not possible, please email the factory at customerservice@obag.eu


WARRANTY CLAIMS

12 month Warranty

OUR WARRANTY POLICY - Terms and Procedure

  1. All products purchased from us have a 12 month manufacturer's warranty.
  2. We only process warranty claims for products purchased on www.obagonline.com. If your product was bought elsewhere please approach that outlet directly; if that is not possible, please email the factory at customerservice@obag.eu
  3. 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 this Warranty Policy.
  4. Do not send the item back to us unless we ask you to.
  5. You will need to provide adequate proof of purchase that shows the product to be within the warranty period.
  6. Products that are faulty when received must be reported to us by submitting an ENQUIRY TICKET within 14 days of receipt.
  7. Due to the nature of the colouring process of some of the materials used in our products, actual product colours 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 the materials, moulding is not precise so some products may have slightly rough edges, texture variances, surface anomalies and mould remnants, these are not product faults and should not be deemed a valid warranty claim in most cases.
  8. 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.
  9. 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 waterproof); small tears or nicks on the sides of the silicone strap, tears on the strap near the winder hole; scratches or cracks on the dial (all watch dials are initially provided with a protective film).
  10. Be aware, some products/colours are limited edition and you may not be able to get a direct replacement.
  11. Please send using 2nd class recorded mail - do not incur the expense of a courier firm.
  12. We will refund your return postage cost only if your warranty claim is validated by us.
  13. 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.
  14. If returning a watch strap do not also send back the dial and vice versa. If returning a bag handle do not also send back the bag body or accessories and vice versa.

How to make a Warranty Claim

PLEASE READ ALL OF THE ABOVE WARRANTY TERMS BEFORE PROCEEDING. If a product purchased from our website has a fault or develops a fault within 12 months of purchase, first register your warranty claim by submitting an ENQUIRY TICKET.

PLEASE PROVIDE THE FOLLOWING IN YOUR ENQUIRY TICKET:

  1. The Order Number and Date of Purchase associated with the item (these will be on the original Order Notification email).
  2. The name, colour and size of item that you wish to claim on.
  3. A photograph to show the detail of the defect.
  4. Explain what the defect is and how you think the defect happened.

Submit an Enquiry Ticket >>>

We will then investigate your warranty claim and reply to your TICKET. If and when your warranty claim is authorised as acceptable by our returns department, we will then ask you to send back the item with a printed copy of your Order Notification email from us (or Order ID number if it was a gift) to this address. Do not send the item back to us unless we ask you to. If we decide your warranty claim is NOT valid we will explain why.

Warranty Claims Dept O BAG ONLINE Unit 30 Monkspath Business Park, Shirley, Solihull, West Midlands, ENGLAND B90 4NZ

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