30 Day Return Policy:
Unless deemed to have a manufacturer‘s fault (see Warranty sub-section under Terms & Conditions), personalised producst cannot be returned if you have changed your mind, typing errors or an error has been made in colour choice when placing an order. As customers may use all kinds of spelling/capitalisation preferences for names and nick names, it is impossible for us to distinguish mistakes from a preferred spelling. So please double check your spelling prior to ordering.
Please note that there is no exchange or refund or use of discount vouchers on sale items.
For non-personalised products we offer a ‘no hassles’ return and refund policy. You may return plain items bought online as long as the item is unused, unsoiled and with all labelling attached within 30 days of purchase for a full refund or exchange (if still in stock) if preferred.
How do I return products to Harlequin?
Easy! Launch your request via the order in your account history or simply print our Returns Request form here. This sheet clearly outlines the process for returning, including the return address. The return postage is your responsibility, however we will pay for the postage fee when posting back to you. Please ensure you take the necessary care to protect the item when posting. If concerned, please return goods via a trackable mail service to ensure their safety as we do not take responsibility for goods lost in transit.
What if a product is faulty?
In the unlikely event you find your product to be faulty, we reserve the right to ask you to send us a photo and/or have the product returned to us. We will inspect the product and advise you if it is deemed faulty and if it will be fixed or replaced.
If you purchased your Harlequin school bag through your school, i.e. paying your P&C or uniform shop for the item, any warranty claims will have to be lodged via the school's office. As the supplier of school bags to your school, we will assess each claim sent to us by them individually, at no expense to you.
Once you return the item to the school sit back, relax and wait to hear back from the school. If the assessment concludes that the item has a manufacturing fault, the school will be authorised to give away a new item and we will credit the school's account for it. Please keep in mind that wear-and-tear is not covered by our Lifetime Manufacturer's Warranty. In addition, please allow up to 10 days for the item to reach BAG HQ from the date the school sends it out to us in the mail.