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Return Policy

We guarantee the craftsmanship and quality of our bags. If for some reason you are not happy with your purchase, please email us at to discuss a return or a replacement. We will not accept returns after 14 calendar days from the date of purchase, or returns that show signs of wear. Shipping and handling fees are non-refundable. We encourage you to obtain a tracking number and insurance for your return shipment. We are not responsible for any lost or damaged items in the return shipment. A refund will be processed upon receipt and full inspection of the returned item.


1. Return / Exchange Conditions


CAROLYN MACKENZIE LLC accepts returns or exchanges of CAROLYN MACKENZIE LLC products (“Products”) eligible for return (as defined in CAROLYN MACKENZIE LLC General Terms and Conditions of Sales) within 14 calendar days of delivery of the Products. The right of withdrawal does not apply to orders for personalized Products and for any other Product that you were informed at the time of submitting your order that it could not be returned (in accordance with applicable law) (“Non-returnable Products”). We only allow exchanges on the same Product (same price) in a different color. If you would like to receive a different Product or the same Product in a different color instead, please return your Product for a refund. Then place a new order online for the Product you would like. Products shall be returned in their original condition, unaltered, unused and undamaged, in their original package, if any, and with original tags and labels attached along with all related accessories, documents (e.g. instructions booklet, Product certificates) and protective covers included. Returns or exchanges of incomplete, altered, worn, damaged, soiled Products will not be accepted, and a refund will not be processed. The above does not affect your legal rights in relation to Products that have manufacturing defects or are not as described.


2. Return / Exchange Process

To return a Product, you must inform us of your intention to return or exchange a Product. Please email your return request to with your invoice number and the Product(s) you would like to return, and provide information regarding the quantity and reason for return; You will receive an email confirming acceptance of your return or exchange request. Please follow the instructions below to return the product(s) to the address provided in the email :

- Wrap the Products you wish to return or exchange safely to avoid damage; Place them in their original package, if any, and then inside the shipping box in which you received your order, and according to 1. above;

- Attach the return prepaid shipping label included in the shipping box to the outside of the box, on top of the original label, and seal the box securely; If you have lost the label, please contact our Client Service for assistance. If you do not use our return label, we are not responsible for any theft or loss during transport;

- Visit the carrier website or contact the Client Service to arrange for collection. Alternatively, you may drop the box to the nearest carrier drop-off location;


- Return the Product(s) purchased online from to our physical location at 28 River Mead, Avon, Connecticut 06001, USA. Please note that Products must be returned within 14 calendar days from your request for return or exchange.


3. Refunds - Exchange

Upon receipt of a Product for which a return or exchange was requested, we will inspect the Product to ensure that the return / exchange conditions specified in 1. above are met. Subject to the Product meeting those conditions, an exchange or refund will be made. Refunds will be made to the original purchaser, in the original method of payment and in the same currency as purchase except in case of payment by cash on delivery where refunds will be made by bank transfer. Refunds will occur no later than 14 days from the date we received the Products back from you, or you have provided evidence that you have returned them, whichever is the earliest. A confirmation email will be sent to you.

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