Returns & Refund Policy

Return and Refund Policy

At Prella Bags, customer satisfaction and trust are at the core of our values. While we aim to provide handbags that meet high standards of style and quality, we understand that situations may arise where a return is necessary. This Return and Refund Policy outlines the conditions, process, and timelines for returning products purchased from Prella Bags. Our objective is to make returns fair, transparent, and easy to complete. This policy combines our Return Policy and Refund Policy into a single page, in line with Google Merchant Center's requirement for one unified return/refund link.

Return Deadline

Return requests must be submitted within 60 days from the date of delivery. Requests made after this deadline are not eligible for return or refund. A return is only finalized after it has been received, reviewed, and approved by our inspection team.

Eligibility For Returns

A product may be returned under the following conditions:

The return request is submitted within 60 days from the date of delivery
The product is unused, undamaged, and includes all original packaging, accessories, and tags
You received an incorrect item, a defective product, or a damaged product (must be reported within 48 hours of delivery, supported by photo or video evidence)
The order was cancelled before shipment (in such cases, cancellation must be confirmed by our support team)

Conditions When Returns Are Not Accepted

To maintain fairness and quality, returns will not be accepted under these conditions:

The product shows visible signs of wear, customer-caused damage, or alteration
The return request is made after 60 days from the delivery date
The product is labeled as final sale or non-returnable during purchase
The item is returned without the original packaging, accessories, or tags
The product is damaged during return shipping due to insufficient or improper packaging by the customer

Return Label Process And Options

When the customer receives the product, the package may include a return label containing our warehouse address, customer information, product details, and a trackable barcode. The label will clearly indicate whether the return shipping cost is paid by the customer or covered by Prella Bags.

Prepaid Return Label (Include In Package) A prepaid return label is included with or attached to the original shipment. When returning the product, the customer must securely attach this label to the outside of the return package. When Prella Bags is responsible for the return, the customer will not be charged for the return label or shipping costs.

Postpaid Return Label (Download And Print) If a return label is not included with the original shipment, an eligible customer may download and print the label from our website. The printed label must be attached securely to the package before it is returned through FedEx.

Customer Responsibility For non-error return reasons (such as change of mind or preference), the customer is required to purchase and arrange their own return shipping label.

The label will state whether the customer must pay the return shipping cost or whether the cost will be covered by Prella Bags. The method provided will depend on the reason for the return and which party is responsible for the issue.

Return Label Responsibility By Scenario

Responsibility for generating the return label and paying the return shipping costs is determined according to the reason for the return.

Scenario 1: Wrong Item If the customer accidentally selects or orders the wrong item, the customer is responsible for generating or purchasing the return label and paying all return shipping charges. If Prella Bags sends an item that is different from the item ordered by the customer, Prella Bags will provide the return label and cover all return shipping charges.

Scenario 2: Change Of Mind If the customer changes their mind and contacts us within 48 hours, we will review the order status, process any eligible payment return, and provide instructions regarding the return responsibility. If the change-of-mind request is submitted after 48 hours, the standard return policy will apply. The customer may be responsible for the return label, return shipping costs, and any other applicable charges. All change-of-mind returns must still meet the eligibility requirements stated in this policy.

Scenario 3: Damaged Or Defective Product If the product arrives damaged or defective, the customer must contact us within 48 hours of delivery and provide clear photo or video evidence. Once the issue has been reviewed and verified, Prella Bags will provide the return label and cover the return shipping costs.

Courier Damage And Disputes

If the product is damaged while being handled or delivered by the courier, the issue will be treated as the responsibility of Prella Bags and the courier, not the customer.

Customers must contact our customer support team directly before initiating a payment dispute, chargeback, or merchant-platform complaint. This allows us to investigate the issue and provide a replacement, refund, or other appropriate resolution.

Opening a dispute without first contacting us may delay the resolution and may result in a review of the transaction or our Google Merchant Center account, including possible account restrictions or suspension.

Return Process

1. Initiate a Return Contact our support team with your order number, product details, and reason for return. Our team will confirm eligibility and guide you through the process.

2. Prepare the Item Ensure the handbag is unused, in its original condition, and packed with all tags, accessories, and protective packaging. Attach the return label provided.

3. Ship the Item Use the official Prella Bags return label to send the item back. Returns sent without this label may result in delays or complications.

4. Inspection and Approval Once received, your return will be inspected within 1 business day. You will be notified via email regarding the status of your return.

5. Next Step If the return is approved, the next step (refund or exchange) will be initiated as per the respective section below. If the return does not meet eligibility, our team will provide a written explanation.

Return Shipping Costs

If the error is caused by Prella Bags (wrong product, defective, or damaged item): we will cover all return shipping costs.
If the return is initiated by the customer (change of mind, preference for a different color or style): the customer is responsible for return shipping costs.

Timeline For Returns

Inspection of returned item: within 1 business day of receipt
Approval notification: within 1 business day after inspection
Processing of refund or exchange: within 7 days after approval
Bank/financial institution processing: an additional 2–5 business days may apply depending on your payment provider

Exchanges

At Prella Bags, we accept exchanges for both defective and non-defective products. If you receive an item that is damaged or defective, we will gladly exchange it at no additional cost once the issue is reported and verified. If you wish to exchange a product for another style or color (non-defective reasons), exchanges are also available, provided the item is unused, returned within the 60-day window, and includes all original packaging and tags. Shipping costs for non-defective exchanges may apply, while defective product exchanges are fully covered by Prella Bags.

Transparency And Fairness

At Prella Bags, we believe in clear and open communication. For that reason:

All return scenarios and conditions are explained in advance
Customers are always informed in writing if a return is denied or adjusted, along with the exact reason
If the error is on our side, we take full responsibility for correcting it
There are no hidden fees or unexpected deductions

Refund Eligibility

A customer may be eligible for a refund when:

An eligible product is returned within the applicable 60-day return period
The returned product passes our inspection
The customer receives an incorrect product
The product arrives damaged or defective
An eligible order is cancelled before shipment
Prella Bags approves the refund after reviewing the customer's request

Products that do not meet the conditions stated above may not qualify for a refund.

Refund Amount

The customer will receive the refund amount approved by Prella Bags after the returned product has been inspected.

When a full refund is approved, the eligible product purchase amount will be returned to the customer. Prella Bags will not withhold an approved refund for more than 7 days.

Original delivery charges may be refunded when the return is caused by:

An incorrect product sent by Prella Bags
A damaged or defective product
An error caused by Prella Bags

Original shipping charges may not be refundable for change-of-mind returns or when the customer orders the wrong product.

Initiating A Refund

To request a refund, the customer must contact our customer support team and provide:

The order number
The customer's full name and contact information
The product name or product details
The reason for requesting the refund
Photographs or video evidence when the product is damaged, defective, or incorrect

After receiving the request, our support team will review the information and provide return or refund instructions.

Submitting a refund request does not automatically guarantee approval. The request must meet the requirements of this policy.

Return Inspection And Refund Approval

After the returned product reaches our warehouse, it will be inspected within 1 business day. We will check that:

The correct product has been returned
The product meets the applicable return conditions
All required packaging, tags, accessories, and supporting information are included
The product has not been damaged through customer misuse or improper return packaging

The customer will receive an email confirming whether the refund has been approved or declined. When a refund is declined or adjusted, we will provide the reason in writing.

Refund Processing Time

Once a refund is approved, Prella Bags will initiate the refund within 7 days.

Prella Bags does not intentionally hold an approved refund beyond this processing period. After the refund has been submitted, the customer's bank, payment gateway, or card issuer may require additional time to post the funds to the customer's account. Any additional bank processing time is controlled by the customer's financial institution and is outside Prella Bags's direct control.

Any card-network or payment-gateway processing fees deducted during this process are charged by the gateway, not by Prella Bags, and are outside our control.

Refund To The Original Payment Method

All approved refunds will be issued to the same payment method used to place the original order.

For example:

A purchase made by credit card will be refunded to the same credit card
A purchase made by debit card will be refunded to the same debit card or associated account
A purchase made through an approved online payment provider will be refunded through the same provider

Refunds cannot normally be transferred to a different card, bank account, or payment method for security and fraud-prevention purposes.

Card Payment Refunds

For purchases made by credit or debit card, Prella Bags will submit the approved refund to the original card used during checkout.

If the original card has expired, been replaced, or is no longer active, the customer should contact the card issuer. In many cases, the card issuer will redirect the refund to the replacement card or associated account.

Prella Bags cannot issue cash, store credit, or payment to another card unless required by applicable law or expressly agreed upon in writing.

Refund Confirmation

Once the refund has been initiated, the customer will receive a confirmation email containing the available refund details, which may include:

The refunded amount
The order number
The original payment method
The date the refund was initiated
Any applicable refund explanation or adjustment

Customers should keep the confirmation email until the refund appears on their payment account.

Refund Fees And Deductions

Prella Bags does not charge a separate refund-processing fee and does not deduct undisclosed fees from an approved refund.

Prella Bags does not retain charges separately imposed by a customer's bank, card issuer, payment gateway, or currency-conversion provider. Any external charges, exchange-rate differences, or banking fees are determined by the relevant financial provider and are outside our control.

Any deduction made directly by Prella Bags, such as a non-refundable original shipping cost for a change-of-mind return, will be clearly explained to the customer before the refund is completed.

Full And Partial Refunds

A full refund may be issued when:

Prella Bags sends the wrong product
A verified product arrives damaged or defective
An eligible order is cancelled before shipment
The returned item meets all refund requirements

A partial refund may apply when:

Only part of an order is returned
A promotional discount was applied across multiple products
An eligible shipping charge is non-refundable
The returned package is missing an accessory or included item
The refund is otherwise adjusted with a clear written explanation

No partial deduction will be made without informing the customer of the reason.

Cancelled Order Refunds

If an eligible order is cancelled before shipment, the refund will be returned to the original payment method.

If the order has already been shipped, the cancellation may be processed as a return. The customer may be required to receive and return the product before the refund can be approved.

Damaged, Defective Or Incorrect Product Refunds

Customers must contact us within 48 hours of delivery when a product is damaged, defective, or different from the product ordered.

The customer may be required to provide photographs or video evidence. Once the issue is verified:

Prella Bags will cover the eligible return-label and return-shipping costs
The customer may be offered a replacement, exchange, or refund
An approved refund will be sent to the original payment method

Change-Of-Mind Refunds

Change-of-mind refunds are available only when the return meets all requirements of this policy. The product must be:

Returned within the 60-day return period
Unused and undamaged
In its original packaging
Returned with all original tags and accessories

The customer is responsible for return-label and shipping costs for an approved change-of-mind return unless Prella Bags confirms otherwise in writing.

Delayed Or Missing Refunds

When an approved refund does not appear after the stated processing period, the customer should:

Check the original credit card, debit card, bank account, or payment account
Contact the card issuer or financial institution to ask whether the refund is pending
Allow for any additional processing time stated by the financial institution
Contact Prella Bags with the order number and refund-confirmation details if the refund still cannot be located

We will review the payment record and provide available confirmation that the refund was submitted.

Refund Disputes

Customers should contact Prella Bags directly before initiating a chargeback or payment dispute. This gives our support team an opportunity to investigate the order and provide an appropriate resolution.

Contacting us first does not remove or limit any rights the customer may have under applicable consumer-protection or payment-card rules.