Returns, Exchanges and Refunds Policy
PELLI Bags Pty Ltd (the Seller/ Pelli or Pelli Bags) would like you (the Customer/ you/ the Purchaser) to feel confident when purchasing a product online and feel certain you are satisfied with your purchases. So if for any reason an item is not what you expected, it can be returned for an exchange or full refund excluding shipping costs, bank and/ or transfer and any other third party fees, including shipping and handling.
Postage for the return of the item will be at the Customers cost.
If the customer is exchanging products, shipping fees will apply to the exchanged product.
Please note the following conditions for an item to be accepted for exchange or refunds:
- The item is unused and in brand new condition with packaging intact and the original labels attached.
- A copy of a valid receipt is included with the return.
- The item is returned within 30 days of the receipt date
- The item is returned WITH a correct RA number
Please note that ALL of these four (4) conditions must be strictly adhered to or the exchange and/ or refund will not be accepted. Failing to adhere to one of the conditions above forfeits your right for an exchange or refund.
Returns sent without an RA# number will be refused and marked return to sender.
If the customer receives the package via return mail, then resends and the item arrives back at Pelli Bags warehouse within 30 days, and all of the other conditions of a valid return or exchange are met, Pelli Bags will honour the return or exchange.
If the customer receives the package via return mail, then resends and the item arrives back at Pelli Bags warehouse outside of the 30 days return condition, and all of the other conditions of a valid return or exchange are met, Pelli Bags will NOT be obligated to honour the return or exchange.
How to make a return for exchange or refund.
Step 1: Check that you meet ALL of the conditions above.
Step 2: Contact PELLI Bags – firstname.lastname@example.org to get a Return Authority Number (RA#).
Step 3: In this email please notify us of the new item/s which you would like to exchange for and they will be held until we receive your returns.
Step 4: Return the item/s to be exchanged or refunded, mark the RA# on the package and include a self-addressed prepaid satchel for your new items to be returned in. We recommend using registered post as in the event the package is lost in transit we will not be liable.
119 Holland Street
Fremantle WA 6160
After inspection of the goods, exchange items will be sent or items will be credited to the purchasing credit card within 14 days of receipt.
- We do NOT accept exchanges on International orders. All orders shipped outside of Australia are final.
- We do not offer a repair service on sales outside of Australia.
- We have a NO RETURN ON SALE ITEM
The Pelli Guarantee
We offer a 1 year warranty (the Pelli Guarantee) on all Pelli Bags and products. In the unlikely event of a manufacturing fault within one years of purchase date, we will repair your bag at no additional cost. If we can't repair your bag, and it is found to be faulty as per the conditions listed below (Faults covered in Pelli Guarantee) we will replace it at no additional product cost, however we do ask for our customers to pay the postage cost for return of the item to Pelli Bags so that it can be assessed. If deemed to be faulty, Pelli will cover the cost of postage back to the client.
Faults covered by the Pelli guarantee include;
Any manufacturing fault which may include, but not exclude, loosening of stitching, loosening of internal layers of esky bags, detachment of handles during normal usage, other manufacturing faults as assessed by the Pelli customer service team.
Items excluded from the Pelli Guarantee;
Wearing of the fabric as would be expected from long term heavy use
Cutting or slicing of the fabric from a sharp object
Dirt, stains or marks acquired from use
Fading or colour change of the fabric (our products are from natural organic materials and the colour and shape may change over time.)
Small changes in the shape of the bag, stretching of the fabric
Damage to the bag caused by immersion in water or other liquids.
Mould or mildew causing damage from the bag remaining damp or wet
Disintegration of the fabric from being left in direct sunlight or heat
Unless otherwise specified, it is not recommended that you hand wash or machine wash canvas/ calico or just bags as this may cause a change in colour, size or shape.
Bags returned to Pelli Bags from the customer will be assessed by the customer service team. If it is deemed to be faulty, the bag will be repaired or replaced at no additional cost. If the bag is not deemed to be covered by the Pelli Guarantee, the bag can be returned to the customer at their discretion. Payment for return postage will be the responsibility of the customer.
Pelli Bags takes a thorough standardized process for assessing faulty products, however customers should note that Pelli Bags assessment is entirely their discretion and the outcome of the assessment is final.