Refund policy

Standard Items  

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 hello@straightcutdesign.com

Straight Cut® Design is unable to refund postage. Any return delivery disputes must be accompanied by proof of delivery. Straight Cut® Design is not responsible for lost or misdirected packages. We recommend posting your purchase by tracked and signed for postal services only. For international returns you may be able to claim back your import fees, but this is not something we can offer any assistance with. 

Custom and Bespoke Items 

Due to the nature of custom items once order has been confirmed all sales are final with a no refund policy.

If you have placed an order for a custom item and it has not been confirmed by us yet or we cannot commission your design then at our discretion we will issue a refund/ partial refund / store credit. 

Consultations

This consultation service involves an allocation of time and a production slot therefore there is a no refund policy even in the event you choose not to continue with an order.

You can always contact us for any return question at hello@straightcutdesign.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.

Exceptions / non-returnable items

Certain types of items cannot be returned. Unfortunately, we cannot accept returns on sale items, gift cards, pre order, custom and bespoke products. (example bespoke / custom frame bags, bolt-on top tube bags etc.) Please get in touch if you have questions or concerns about your specific item.

Exchanges

We can replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@straightcutdesign.com.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Warranty Information 

All Straight Cut® Design products are covered by a 12 month guarantee to be free of defects in materials and workmanship. This limited warranty does not cover modified products or damage caused by improper care, abuse, accident or the natural breakdown of materials over time as a result of reasonable wear and tear.

We will cover the cost to repair or replace, at our discretion, any item that is found to be defective in materials or workmanship. Items must be returned "cleaned", items returned with loose dirt or debris will not be repaired, or subject to a £20 cleaning fee. This fee must be paid before the repair is carried out.

This limited warranty goes into effect from the original date of purchase and applies to the original owner. Any damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses are not covered. 

If a product is outside the 12-month period and it developed an issue let us know and we will do our best to help you out with a solution. 

Custom Printed Fabric 

The printing process is out sourced to another company therefore we cannot cover their work under our warranty policy. For more information you can contact us at hello@straightcutdesign.com. 

Examples of Covered Defects

Defective sewing/stitching, defective zippers, defective attachment hardware, and defective clips.

Examples of wear and tear that are not covered

Reasonable wear and tear such as rips, tears, peels, broken zipper, fading and custom printed graphic.

Repair Service 

If you bag is well used and needs a repair that is not covered under warranty. We offer a repair service for our own products. For more information you can contact us at hello@straightcutdesign.com