Refund policy

If you are not entirely happy with your purchase, we are here to help you.

You have 15 days to request a return/exchange after receiving your item.

There are a few important things to keep in mind when returning/exchanging a product you purchased on Knot That Bag:

• To be eligible for a return/exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
• Your item also needs to have the receipt or proof of purchase.
• Returns/exchanges of personalised products are not accepted.
• We do not accept returns/exchanges on sale items nor on gift cards.

How to return or exchange a product:

• You must send an email to hello@knotthatbag.pt with your order number and name of product so we can arrange the return/exchange of the product. Also, if you want to help us, you can explain the reason why you are returning/exchanging the product.
• Please, send the parcel to the address written below:

Items sent back to us without first requesting a return/exchange will not be accepted.

Keep in mind we cannot track the package, but we recommend the customer to have a tracking number.

You will be responsible for paying for your own shipping costs for returning/exchanging your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Any additional customs fees, taxes or charges that you may incur will not be refunded by us.

Refunds

Returns

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please note that the processing of your return can take up to 14 working days after the product has arrived at the warehouse of our logistic partner. Processing time may vary depending on the company providing the credit card.

Exchanges

Once your return is received and inspected, we will send you an email to notify you that we have received your exchanged item. We will also notify you of the approval or rejection of your exchange.

If you are approved, we will send you a gift voucher of the same value of the product you bought, via email, so you can purchase the product that you want on knotthatbag.pt.

Bear in mind that the voucher can only be used once. If the new product you buy is cheaper you won't be able to maintain or recover the amount left over. If the value of the products surpasses the value of the voucher, you will have to pay the remaining amount to be able to make the purchase.

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.

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@knotthatbag.pt. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

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

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, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@knotthatbag.pt.