Returns and refunds
To request a return, email service@banteli.com within 30 days of delivery. Include your order number, product name and reason for the request.
Change-of-mind returns
You may inspect the backpack and check its fit indoors. For a change-of-mind return, it must otherwise be unused, clean, unwashed, unaltered and complete, with its original tags, packaging and included accessories.
Items must be free from names or other personalization added after delivery, stains, odors and signs of school or outdoor use.
These conditions do not remove your rights when an item is faulty, damaged on arrival, incorrect, incomplete or not as described.
Faulty, damaged or incorrect items
Contact us when you discover a problem. Describe the issue and provide photographs where practical. If it appeared during use or cleaning, include the relevant details and instructions followed.
Use or cleaning reasonably needed to discover a defect, or the absence of original packaging, does not by itself exclude a valid fault claim. We will review the circumstances and explain the available resolution.
Return instructions
Wait for our instructions before posting an item. We will confirm the return address and packing requirements. Do not assume the published business address is the return address.
Empty all pockets and remove personal belongings before returning the bag.
Return postage
You are responsible for return postage for a change-of-mind return, including a return because the selected size does not suit your needs when the item matches its description.
We cover necessary return postage for confirmed defects, transit damage, incorrect or incomplete items, or goods that are not as described.
Refunds
After an approved return is received and checked, we will confirm the outcome by email. Approved refunds are issued to the original payment method. Your payment provider determines when the funds appear in your account.
Original shipping charges are generally not refunded for change-of-mind returns. Relevant shipping charges will be refunded where the issue is our responsibility or applicable law requires it.
This policy does not limit applicable statutory consumer rights or remedies.