Policies
Returns & Exchanges
We make every bag with care, and we know you'll want to feel just as confident in your decision when it arrives. If something isn't right — the fit, the color, or simply how you feel about it — we make returns and exchanges straightforward.
At a glance
- 14 days to return or exchange from delivery
- Free pickup for exchanges and for damaged or defective items
- Refunds processed within 5–7 business days of inspection
- Personalized items are not returnable unless defective
- Statutory rights are always protected
1. Eligibility
You can return or exchange any item within 14 days of delivery, as long as it is:
- Unused and in original condition
- With all tags, dust bag, authenticity card, and accessories intact
- In its original packaging
- Free from scratches, scuffs, perfume, makeup, or any signs of use
- Accompanied by the order number or invoice
If any of these are missing or the item has been used, we may not be able to accept the return — or we may offer a partial refund depending on the condition.
What can't be returned
The following are not eligible for return or exchange, except where defective, damaged on arrival, or significantly different from what was described:
- Personalized, monogrammed, embossed, or custom-made items
- Items marked "Final Sale" at the time of purchase
- Gift cards and digital vouchers
- Items that have been used, worn, modified, or altered after delivery
3. Exchanges
We're happy to exchange any eligible item within 14 days of delivery.
What you can exchange for
- A different color of the same product
- A different product entirely
If the new product is the same price or lower, the exchange is free and any price difference is refunded to your original payment method. If the new product costs more, we'll send you a secure payment link for the difference before dispatching.
How to request an exchange
- 1.Email us at support@hausofbaumer.com within 14 days of delivery with your order number, the item you'd like to exchange, and what you'd like instead.
- 2.We'll confirm availability within 1 business day and arrange free pickup of the original item.
- 3.Your new item is dispatched as soon as we've received and inspected the original.
Exchange timeline: typically 5–8 business days end-to-end. We cover shipping in both directions. There's no exchange fee.
Exchange limits:We allow one exchange per item. If the second item still isn't right, we'll process a refund instead.
Return shipping costs
We arrange pickup through our nominated courier. If you prefer to ship the item yourself, please use a tracked service and share the tracking number with us.
4. Inspection & Refund Timeline
Once we receive your return, we inspect the item within 3 business days and notify you of the outcome.
Refunds are processed to your original payment method within 5–7 business days. Allow an additional 3–5 days for the refund to appear, depending on your bank.
Your refund includes:
- The full purchase price of the returned item
- Original shipping charges, if you're returning your entire order or the item was defective
Your refund does not include:
- Original shipping charges if you're returning only part of an order
- Personalization or gift-wrapping fees
5. Damaged, Defective, or Wrong Item
If your bag arrives damaged, defective, or isn't what you ordered, we'll make it right — completely on us.
Please notify us within 48 hours of delivery at support@hausofbaumer.com with your order number, photos of the item and outer packaging, and a brief description of the issue.
We'll offer you a choice of:
- Free replacement — same product, dispatched as soon as you accept
- Free repair — where appropriate
- Different product — of the same or different value, with any difference refunded or charged
- Partial refund — keep the item — for minor cosmetic issues you can live with
- Full refund — including shipping costs
6. Personalized & Monogrammed Items
Personalized items are made specifically for you and can't be returned or exchanged for change of mind.
If a personalized item is defective, damaged, or not made to the agreed specification, we will repair, remake, or refund it free of charge. Your statutory rights are fully protected.
7. Gifts
If you received a Haus of Baumer bag as a gift, you can exchange or return it directly with us.
- Contact us at support@hausofbaumer.com with the order number or the gift sender's name
- We'll process the exchange or refund in your name, with discretion (we won't notify the sender)
- Refunds for gifts are issued as store credit by default, valid for 6 months. A refund to the original payment method can also be arranged.
9. Late or Missing Refunds
Refunds typically reflect within 5–7 business days of approval. If you haven't received yours after 10 business days:
- 1.Check your bank or card statement — refunds can be listed under different descriptors.
- 2.Contact your card issuer or bank — they sometimes take additional time to post refunds.
- 3.Email us at support@hausofbaumer.com with your order number and we'll trace it personally.
10. A Few Things We'd Like You to Know
On used items. We can't accept returns of bags that have been used, even briefly. Every bag we accept back is inspected and, if in the right condition, found a new home. A used bag has to be written down significantly, which isn't fair to future customers.
On the 14-day window. We've chosen 14 days because most people know within a week whether a bag is right for them. If you're approaching the deadline and need a few more days, write to us — we're flexible within reasonable circumstances.
On honest feedback. When you return something, we'd genuinely appreciate knowing why. Not for any commercial reason — to help us make better products. Even a sentence is useful.
On our commitment. Every Haus of Baumer purchase is backed by our Warranty Policy (covering manufacturing defects long after the return window) and our promise to repair, refresh, or replace any bag that fails to live up to what we said it would be.
11. Your Statutory Rights
This policy is in addition to your rights as a consumer under the Consumer Protection Act 2019, the Consumer Protection (E-Commerce) Rules 2020, and other applicable Indian law. Nothing in this policy reduces any right you have to a refund or remedy for goods that are defective, not as described, or not of satisfactory quality.
12. Grievance Redressal
If you're not satisfied with how a return or exchange has been handled, please contact our Grievance Officer:
Name: Mr. Alban Fernandez
Email: Alban@hausofbaumer.com
The Grievance Officer will acknowledge your concern within 48 hours and resolve it within one month.
If you remain unsatisfied, you may approach the National Consumer Helpline (1915 or consumerhelpline.gov.in) or the relevant Consumer Disputes Redressal Commission.
Contact Us
Email: support@hausofbaumer.com
Hours: 10:00 am – 5:00 pm IST
We aim to respond to every return or exchange request within 24 hours.
Related Policies
- Cancellations & Refunds — for cancelling orders and understanding refund timelines
- Shipping & Delivery — for delivery timelines, tracking, and lost shipments
- Warranty Policy — 12-month craftsmanship warranty and Lifetime Care Service
- Terms & Conditions — the terms governing your use of the site and purchases
- Privacy Policy — how we collect, use, and protect your personal data
- Leather Care Guide — how to clean, condition, and store your bag