Refund policy
Changed your mind? No problem — returning your WOWBAG order is simple.
Return area
These return terms apply to orders delivered within the European Union and Ukraine.
For orders delivered to Moldova, returns are not available, unless required by mandatory applicable law.
Right of withdrawal
You have 14 days from receiving your order to withdraw from the contract without giving a reason.
After letting us know about the return, please send the product back within the next 14 days.
To meet the withdrawal deadline, it is enough to submit your return request or send your withdrawal statement before the 14-day period expires.
Return costs outside Poland
Return costs are calculated before VAT. The final return cost, including any applicable taxes, will be shown during the return process.
All products except suitcases
The return cost is €5.
Suitcases
The return cost is €10.
The return shipping cost is deducted from the amount refunded to you.
Returns in Poland
For returns from Poland, customers can generate their return label directly through our store’s return system.
You do not need to contact us or wait for us to send the label manually. Once your return request is submitted, the return label will be generated through the return system and sent to you with return instructions.
Return costs for Poland are calculated before VAT. The final return cost, including any applicable taxes, will be shown during the return process.
For all products except suitcases the return label cost is PLN 10.
For suitcases the return label cost is PLN 15.
The return label cost will be automatically deducted from the amount refunded to you. For example, if the returned product costs PLN 200 and the return label costs PLN 10, the refund amount will be PLN 190.
How to make a return
To return a product, please submit a return request through our store’s return system. Where available, the system will generate a return label automatically, so you do not need to contact us separately to request one.
The return process is simple:
- Submit a return request through the store.
- After your return request is submitted, you will receive an automatic return confirmation from Shopify.
- Your return request will be transferred to BaseLinker and linked to your order number.
- A return shipping label will be generated in BaseLinker for sending the product back to our warehouse.
- Once generated, the return label will be transferred to Shopify and saved with your return/order.
- You will receive an email with the return label and return instructions.
Once your return label is ready, please pack the product securely and drop off the parcel at the drop-off point or parcel locker.
If the item is oversized, please take it to a drop-off point of the shipping company shown on your return label.
To find the nearest drop-off point, please visit the official website of the shipping company shown on your label and search for a location near your city or place of residence.
Return delivery time
Please note that delivery of the returned product to our warehouse may take up to 14 days.
Once the return has been received and registered at our warehouse, the refund will be processed within 7 days.
Return condition
Please return the product complete, clean and securely packed.
Where possible, include the original packaging, tags, labels, accessories and documents.
You may check the product in the same way as you would in a physical store. If the product has been used more than necessary to check its nature, features and functioning, we may reduce the refund by the loss in product value.
For bags, backpacks, suitcases, belts and accessories, returned products should not show signs of travel use, outdoor use, stains, odour, scratched surfaces caused by use, damaged wheels, damaged handles, damaged straps or removed tags.
Refunds
Once we receive and register the returned product at our warehouse, we will process the refund within 7 days.
The return shipping cost will be deducted from the amount refunded to you.
The refund will be made using the same payment method used for the original order, unless another method is agreed and does not involve extra costs for you.
If you selected a delivery method more expensive than the cheapest standard delivery method offered by us, the additional delivery cost is not refunded.
Products that cannot be returned
The right of withdrawal does not apply in cases specified by applicable law.
This may include, for example:
- products made according to the customer’s specifications;
- clearly personalised products;
- sealed products that cannot be returned after opening for health protection or hygiene reasons, if the packaging was opened after delivery;
- products that, due to their nature, are inseparably connected with other items after delivery.
If a product is excluded from return, we will inform you before purchase where required by law.
Return address
The return address and shipping carrier will be shown on your return label.
Please use the return label and instructions sent to you after your return request is approved.
Unless we provide another return address during the return process, products should be returned to:
WOWBAG SP. Z O.O.
Przemysłowa 14/410
35-105 Rzeszów, Poland
Exchanges
If exchange functionality is available in our store, you can use it during the return process.
If direct exchange is not available, please return the product and place a new order for the item you want.
Product availability for exchange is not guaranteed.
Damaged or incorrect product
If your product arrived damaged, incomplete, incorrect or does not match the description, please contact us before returning it.
Please include:
- your order number;
- a short description of the issue;
- photos of the product and packaging, where possible.
We will review your request and provide the solution required by applicable law, which may include repair, replacement, price reduction or refund.
We will respond to complaints within 14 days of receiving them.
Contact
For returns, refunds, complaints or exchanges, please contact:
WOWBAG SP. Z O.O.
Registration number: 529353401
Registered address: Przemysłowa 14/410, 35-105 Rzeszów, Poland
E-mail: wowbag2024@gmail.com
Phone: +48 452 798 288