Refund policy

The Eva Bag – Exchange & Returns Policy

At The Eva Bag, many of our products are made to order or customised specifically once your purchase is confirmed. We kindly ask that you review the policy below before placing an order.

1. Personalised / Custom Orders (Names, Colours, Special Requests)

  • All personalised items are produced exactly as per the details provided at checkout.
  • It is the customer’s responsibility to carefully check all spelling, names, dates, and custom specifications before finalising the order.
  • We are unable to offer refunds, exchanges, or alterations on items where incorrect information was submitted by the customer.
  • If an error was made on our side, we will gladly correct it at no additional cost.

2. Exchanges (Standard / Non-Personalised Items Only)

  • Exchanges apply only to non-customised items (for example: standard bags and accessories).
  • To qualify for an exchange, items must be:
    • Unused and unworn
    • In original condition and packaging
    • Returned within 7 days of delivery
  • Return courier costs are for the customer’s account.
  • You may choose one of the following return options:
    • Request a courier collection through us (courier cost will be invoiced), or
    • Arrange your own courier to return the item to us.

3. Returns & Refund Process

  • Once we receive and inspect your returned item, we will confirm the outcome of your request.
  • If your return is approved, a store credit voucher to the value of the item will be issued.
    • This voucher is valid for 90 days and can be used on any future purchase.
    • Please note: no cash refunds will be issued.
  • Returns may be declined if:
    • The item shows signs of use, damage, or alteration
    • The item does not meet the return requirements outlined above

4. Items That Cannot Be Returned or Exchanged

The following items are strictly non-returnable and non-exchangeable:

  • All personalised or custom-made products
  • Items manufactured according to specific customer requests
  • Gift cards / vouchers

5. How to Log a Return or Exchange Request

Please email us at: hello@theevabag.co.za with the following details:

  • Your order number
  • A brief description of the issue
  • Clear photos (if applicable)

Important Notice

By placing an order with The Eva Bag, you acknowledge that you have read, understood, and agreed to this Returns & Exchanges Policy.