Returns & Refunds Policy

Returns

We want you to love your bag! If you're not completely satisfied, we accept returns on unused bags within 14 days of delivery.

Return Conditions:

• The bag must be unused, in its original condition.
• The return must be initiated within 14 days of receiving your order.
• Return shipping costs are the responsibility of the customer unless the item is faulty.

To initiate a return, please contact me at kate@katehancock.co.nz with your order details.

Refunds

• Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed within 5 business days to the original payment method.
• Shipping fees are non-refundable.

Exchanges & Repairs

If you received a defective or incorrect item, or if your custom bag needs an adjustment, please contact me at kate@katehancock.co.nz, and we’ll work to resolve the issue.

For any questions, feel free to reach out to kate@katehancock.co.nz.