Return & Refund Policy
At Bagistry Heritage, we want customers to understand clearly how returns and refunds are handled before making a purchase.
Bagistry Heritage specialises in pre-owned luxury handbags and accessories. Because pre-owned items may show signs of previous use, each product should be reviewed carefully before purchase, including its photographs, description, measurements, condition details, and any disclosed signs of wear.
This Return & Refund Policy explains our return period, eligibility requirements, return procedure, return shipping costs, faulty or incorrectly described items, and refund processing times.
Nothing in this policy is intended to limit any rights you may have under applicable UK consumer law.
1. 14-Day Return Period
For eligible online purchases, you may notify us that you wish to cancel and return your order within:
14 calendar days from the date you receive your item.
You do not need to provide a reason when exercising an applicable statutory cancellation right.
After notifying us of your decision to cancel within the 14-day period, you should return the goods to us promptly and, where UK distance-selling rules apply, no later than 14 days after notifying us of the cancellation.
This structure reflects UK distance-selling rules, under which online customers generally have 30 days after receiving goods to notify the retailer that they wish to cancel and a further 14 days to return the goods.
2. How to Request a Return
Before sending an item back, please contact us at:
Please provide:
- Your full name
- Order number
- Email address used for the purchase
- Product you wish to return
- Reason for the return, if you wish to provide one
- Photographs where the item is damaged, incorrect, or materially different from the description
We will provide the appropriate return instructions.
Please do not send a return to our business address unless we specifically confirm that address as the return destination.
Returns should be sent using the return method and address provided by Bagistry Heritage.
3. Return Method
Eligible returns should normally be sent back by post or courier.
We strongly recommend using a tracked delivery service and retaining your shipping receipt and tracking information until your return has been completed.
Customers remain responsible for ensuring that returned goods are packaged appropriately to reduce the risk of damage while in transit.
4. Condition of Returned Items
Because Bagistry Heritage sells pre-owned luxury products, returned goods should be handled carefully.
To help us process a return efficiently, the item should be returned with all components originally supplied with it, where applicable, including:
- Original Bagistry Heritage tags
- Authentication or security tags supplied by us
- Detachable straps
- Pouches
- Dust bags
- Boxes
- Cards
- Accessories
- Other items specifically stated as included with the product
You are entitled to inspect an item in a manner similar to how you reasonably could in a physical shop.
However, where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics, and condition, we may make a deduction from the refund for any reduction in value where permitted by law.
UK guidance confirms that online customers may handle goods as they would reasonably do in a shop, while excessive use or damage can potentially affect the amount refunded.
5. Pre-Owned Product Condition
All products sold by Bagistry Heritage are pre-owned unless expressly stated otherwise.
Pre-owned handbags may display signs of previous ownership or use, such as:
- Light scratches
- Creasing
- Patina
- Minor marks
- Hardware wear
- Interior wear
- Edge wear
- Shape changes
- Other age-related or usage-related characteristics
Where such characteristics are clearly disclosed in the product description or photographs before purchase, they form part of the condition in which the product is sold.
Please examine the complete product listing before ordering.
Normal, accurately disclosed pre-owned wear should not be treated as an undisclosed defect simply because the item is not in new condition.
However, this does not affect your rights where an item is faulty, materially not as described, or otherwise does not meet applicable legal requirements.
6. Security and Authentication Tags
Certain products may be supplied with a Bagistry Heritage security, identification, or authentication-related tag.
We recommend that you do not remove such tags until you have inspected the item and decided to keep it.
Removing, damaging, replacing, or tampering with a tag may affect our ability to confirm the condition in which the product was returned.
Where such handling causes a genuine reduction in the item's value beyond what is reasonably necessary for inspection, an appropriate deduction may be made where permitted by law.
We will not use a security tag condition to remove statutory consumer rights where those rights legally apply.
7. Return Shipping Costs
For a standard change-of-mind return, the customer is responsible for the direct cost of returning the item to us, provided this has been communicated before purchase and applicable law permits it.
We recommend using an insured and trackable delivery method appropriate to the value of the handbag.
Where an item is returned because it is:
- Faulty
- Incorrect
- Materially not as described
- Damaged before delivery
Bagistry Heritage will handle reasonable return costs in accordance with applicable consumer law and the circumstances of the case.
8. No Restocking Fee
We do not charge a restocking fee for an eligible return made in accordance with this policy.
This does not prevent a lawful deduction where a customer's handling has caused a genuine reduction in the value of the goods.
9. Faulty, Incorrect, or Not-as-Described Items
If you believe you have received an item that is faulty, materially different from its description, or different from the product you ordered, please contact us promptly at:
Include your:
- Order number
- Description of the issue
- Relevant photographs or video where useful
We will review the information and provide appropriate instructions.
UK consumer law requires retailers to provide remedies where goods are faulty, not as described, or do not perform as they are supposed to. Those statutory rights are separate from a normal change-of-mind return.
10. Pre-Owned Items and Faults
The fact that a product is pre-owned does not remove applicable consumer rights.
However, the assessment of a pre-owned product will take account of its:
- Age
- Price
- Description
- Stated condition
- Photographs
- Disclosed wear
- Other information made available before purchase
A condition issue that was clearly disclosed before purchase may therefore differ from an undisclosed fault or material mis-description.
We aim to describe the condition of each pre-owned handbag as accurately and transparently as reasonably possible.
11. Authenticity Concerns
If you have a concern regarding the authenticity of a product purchased from Bagistry Heritage, please contact us promptly at:
Provide your order number and details of your concern.
We will review the matter and handle any applicable remedy in accordance with the available evidence, our obligations, and applicable consumer law.
This policy does not create an affiliation between Bagistry Heritage and the original luxury brands represented by the pre-owned products we sell.
12. Return Inspection
When your return arrives, we may inspect the item to confirm:
- It is the product purchased from Bagistry Heritage
- The item and supplied accessories have been returned
- Its returned condition
- Whether any material damage occurred after delivery
- Whether there has been handling beyond what is reasonably necessary
- Whether any reported fault or problem can be verified
Inspection is intended to ensure that returns are handled fairly and does not override statutory consumer rights.
13. Refund Processing Time
Once we have received your eligible returned item and completed the necessary return checks, we aim to process your refund within:
Up to 10 days
Your refund will normally be issued to the original payment method used to place the order.
Our 10-day processing target is intended to be within the applicable UK statutory refund deadline. UK guidance generally requires an online retailer to provide the relevant refund within 14 days of receiving returned goods, or where applicable receiving evidence that the goods have been returned.
14. Time for the Refund to Reach Your Account
After Bagistry Heritage issues a refund, your bank, card issuer, or payment provider may require additional time to display the funds in your account.
This external processing period is controlled by the payment provider and is separate from Bagistry Heritage's refund-processing time.
If you have received confirmation from us that a refund was issued but it has not appeared after a reasonable period, please first check with your bank or payment provider.
You may then contact us if further assistance is needed.
15. Original Delivery Charges
Where a customer validly exercises an applicable statutory cancellation right, we will refund the applicable standard outbound delivery charge where required by UK law.
If you selected a delivery method that was more expensive than our standard delivery option, any additional amount paid for the upgraded service may not be refundable to the extent permitted by law.
UK guidance provides that, for qualifying distance-sale cancellations, standard delivery charges are generally refundable, while additional costs for an enhanced delivery method do not necessarily have to be refunded.
16. Exchanges
Because many of the handbags sold by Bagistry Heritage are individual pre-owned pieces, an identical replacement may not be available.
For this reason, we do not guarantee direct exchanges.
If you would prefer another available item, please contact us. Depending on the circumstances, we may advise you to return the original purchase for a refund and place a separate order for the alternative product.
This helps ensure that unique or limited-quantity pre-owned inventory is handled accurately.
17. Damaged During Return Shipping
Customers should package returned goods securely.
For change-of-mind returns where you arrange your own return shipment, we recommend using a tracked and appropriately insured service.
Bagistry Heritage cannot automatically accept responsibility for loss or damage caused while a customer-arranged return is in transit before it reaches the designated return destination, subject always to applicable law.
Keep your proof of postage and tracking information until the return has been completed.
18. Refused or Unauthorised Returns
Please contact us before sending a return.
Sending an item to an address that we have not provided or confirmed may delay processing.
An item's arrival without identifying information such as an order number can also delay our ability to match it to the correct customer.
We will not use administrative procedures to deprive customers of statutory consumer rights.
19. Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
If we are able to stop the shipment, we will process the cancellation accordingly.
If the order has already been dispatched, you may need to receive it and follow the applicable return procedure.
Any statutory cancellation rights remain unaffected.
20. Refunds for Cancelled Orders
Where an order is successfully cancelled before dispatch and payment has already been captured, the refund will normally be issued to the original payment method.
We aim to process applicable refunds within our stated 10-day refund processing period, subject to any shorter timeframe required by applicable law.
21. Proof of Purchase
We may request reasonable proof that the product was purchased from Bagistry Heritage.
This can include:
- Order confirmation
- Order number
- Customer email address
- Payment record
- Other reasonable proof of purchase
UK guidance allows retailers to request proof of purchase when handling returns and refunds.
22. Your Statutory Rights
This Return & Refund Policy is intended to operate alongside, and not replace or restrict, your rights under applicable UK consumer-protection law.
For qualifying online purchases, customers generally have a statutory cancellation period for change-of-mind returns, while separate rights apply to products that are faulty or not as described.
Where a provision in this policy conflicts with a mandatory consumer right that applies to your purchase, the applicable statutory right will take precedence.
23. Contact Bagistry Heritage
For return, cancellation, or refund enquiries, please contact:
Store Name: Bagistry Heritage
Support: Monday – Friday, 9:00 AM – 6:00 PM (UK Time)
Business mail: support@bagistryheritage.com
Business Number: +44 7882 759698
Business Time:
Monday – Friday
9:00 AM – 6:00 PM (UK Time)
Business Address: Office 16721 182-184 High Street North, East Ham, London, England, United Kingdom, E6 2JA
When contacting us about an existing order, please include your order number.
