Refund policy
Refunds
Two different situations, and we treat them very differently.
If something is wrong — 30 days
If your order arrives wrong, damaged or faulty, or it is not what was described, email us within 30 days of delivery and we will put it right. You choose: a full refund, or a replacement sent free.
You do not post anything back to us. Return postage from the United States, Canada, Australia or New Zealand costs more than the bag does, and we would rather spend that money fixing your order than on a courier.
Attach a photo if you can. It is the fastest route and usually all we need.
If you simply changed your mind
We do not offer refunds for a change of mind, and we would rather tell you that here than bury it.
Your order travels a long way to reach you. That cost is real, and it stands whether the bag comes back to us or not — it is part of how a bag like this costs what it does. Please use the photographs, the measurements and the specifications on the product page before you order, and email us if anything is unclear. We would much rather answer a question first than disappoint you later.
This does not affect your rights if something is actually wrong with your order. If it arrives faulty, damaged, not as described, or does not arrive at all, the section above applies and you are covered.
Cancelling before it ships
You can cancel for a full refund any time before your order is dispatched — usually within 24 hours of ordering. Email info@smbbags.com as soon as you can and we will stop it if it has not already left.
If your parcel never arrives
If your order has not reached you 45 days after you placed it, contact us and we will refund or replace it. You do not need to chase the carrier yourself.
How to claim
- Email info@smbbags.com within 30 days of delivery.
- Include your order number and one line about the problem.
- If it arrived damaged, faulty or different from what you ordered, attach a photo.
Once approved
Refunds go back to your original payment method within 5 business days of approval. Your bank or card issuer may take a further 3–10 business days to display it. We refund the full price paid for the item, including any shipping charged on it.
Your legal rights
Nothing in this policy limits any consumer right that cannot legally be excluded where you live. In particular, if you are in Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law: you are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality. Nothing above reduces those rights.
If you are in New Zealand, the Consumer Guarantees Act 1993 applies and cannot be excluded: goods must be of acceptable quality, fit for purpose and as described. If they are not, we will put it right by repairing, replacing or refunding, and for a serious failure you can choose a refund or a replacement. Nothing above reduces those rights.
Who we are
SMB Bags is a trading name of LiveOnce LLC, 5830 E 2nd St, Ste 7000 #29618, Casper, WY 82609, United States. For anything to do with a refund, email info@smbbags.com and a person will answer.