Returns and Exchanges
We hope you love your Muddy bags, but we understand that sometimes things just don’t work out. Rest assured all items are carefully inspected for quality by the team before being sent to you.
We have a 14-day return/exchange policy, which means you have 14 days after receiving your item to request a return or exchange.
If 14 days have passed since you received your order, unfortunately we will not offer a refund or exchange.
To be eligible, all returned items must be in brand-new condition, unused and with original tags and packaging.
To complete your return/exchange, we require:
1) Receipt of proof of purchase
2) Your name
3) Date of order
4) Order number which can be found in your email confirmation.
If the criteria for the above has been met, please then email us at email@example.com for a return address.
Customer pays for shipping for returned/exchanged items. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. We are not responsible for lost return packages, and recommend you ensure to track your package. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued.
Once your return item is received and inspected, an email confirmation of receipt will be sent to you.
Refunds will be processed and applied to your credit card or original method of payment.
Only full priced items may be refunded, unfortunately sale items and gift cards cannot be refunded or exchanged.
DEALING WITH FAULTS
In the unlikely event that your item arrives damaged or faulty, please notify us within 24 hours of receiving the item at firstname.lastname@example.org.
You may be required to send us images of the damage for further assessment. We will give you the option to replace the same item or provide you with a refund.
Refunds will be processed and applied to your original method of payment.
Any damage that occurred due to the misuse, improper care, accidents or natural wear and tear will not be replaced or refunded.
Our bags utilise high quality, eco-friendly PU leather materials but will still result in a natural breakdown of the materials over extended time and use. Please refer to the 'Muddy Care' link on our website for further details on caring for your purchased item.
LATE OR MISSING REFUNDS
If you haven’t received an approved refund yet:
1) Check your bank account again.
2) Contact your credit card company. It may take some time before your refund is officially cleared.
3) Contact your bank. There is often some processing time before a refund is cleared.
If you’ve done all this and you still have not received your refund yet, please contact us at: email@example.com
CANCELLATIONS & AMENDMENTS TO ORDERS
Unfortunately we are unable to cancel or make amendments to an order after it has been placed.