Our Promise: Your Satisfaction, Protected

At Sistabag Magic and Melanin LLC, we pour our hearts into every Leather Handbag, Clutch, Eclipse Makeup Bag, and Wallet that leaves our warehouse. We believe that when you invest in a piece of our collection, you deserve to love it completely – from the moment you unbox it to the moment you step out wearing it.

However, we also understand that sometimes things don’t work out. Maybe the clutch you ordered is slightly smaller than you expected. Perhaps the leather color looks different on your screen than it does in natural light. Or maybe you simply changed your mind. Whatever the reason, we have designed this Refund and Return Policy to be fair, transparent, and customer-friendly.

This document explains your rights, our obligations, and the exact steps to follow if you need to return an item. Please read it carefully before making a purchase. By placing an order on sistabag.store, you agree to the terms below. But don’t worry – we are not here to trap you with fine print. We are here to make things right.

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I. Quick Summary (The Short Version)

If you are in a hurry, here is the essence of our policy:

• 30-Day Return Window: You have 30 calendar days from the date you receive your item to request a return.

• Condition Requirement: Items must be unused, unwashed, with all original tags attached, and in their original packaging.

• No Restocking Fee: We do not charge any hidden restocking fees.

• Return Shipping Cost: Customers are responsible for return shipping costs unless the item is defective or we made an error (e.g., wrong item sent).

• Refund Method: Refunds go back to your original payment method (credit card, debit card, Apple Pay, Google Pay) via Stripe.

• Processing Time: Refunds are issued within 48 hours of receiving and inspecting your return. Bank processing takes an additional 3–7 business days.

• Exceptions: Final sale items, gift cards, and certain personalized items cannot be returned.

For the full details, including how to avoid common mistakes that delay your refund, please read the complete policy below.

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II. Detailed Return Policy

A. The 30-Day Return Window

You have 30 calendar days from the date your package is delivered to initiate a return. The delivery date is determined by the carrier’s tracking confirmation (e.g., “Delivered” timestamp from USPS, UPS, FedEx, DHL, or local postal service).

Example: If your package is delivered on January 15th, you must request a return by February 14th (30 days later). If the 30th day falls on a weekend or holiday, we will accept requests on the next business day.

Late Returns: We do not accept returns beyond 30 days. If your package is postmarked after the 30-day window, we will refuse the shipment or send it back to you at your expense. No exceptions except where required by law (e.g., certain states have longer periods for defective products – see Section IX).

B. Condition Requirements for Returns

To qualify for a full refund, the item must be in re-sellable condition. This means:

1. Unused: The item shows no signs of wear, including but not limited to: scratches, scuffs, stains, odors (perfume, smoke, food), pet hair, or makeup residue. We cannot resell a clutch that has been carried for a night out.

2. Original Tags Attached: Every product ships with a branded Sistabag tag. If that tag is removed, the item is considered used and cannot be returned. Please do not cut the tag off until you are certain you want to keep the item.

3. Original Packaging: Items must be returned in the original dust bag (if provided) and the original shipping box (or a similar sturdy box). Do not stick tape directly onto the leather or the dust bag.

4. All Accessories Included: If your handbag came with a removable shoulder strap, dust cover, authenticity card, or any other accessory, all of it must be returned.

We reserve the right to reject a return or deduct a partial refund (typically 15–50% of the item’s price) if the returned item does not meet these conditions. You will receive a photo of the issue from our inspection team, and you may choose to have the item shipped back to you at your cost if you disagree with the partial refund assessment.

C. Items That Cannot Be Returned (Non-Returnable)

For hygiene, safety, or custom reasons, the following items are final sale and cannot be returned or exchanged:

• Eclipse Makeup Bags that have been opened and used (hygiene concerns – we cannot resell used cosmetic organizers).

• Personalized or Monogrammed Items: If you requested custom embossing (initials, name, logo), that item is made specially for you and cannot be returned unless defective.

• Gift Cards: All gift card sales are final.

• Items Marked “Final Sale” or “Clearance”: These are explicitly labeled on the product page. Please read carefully before adding to cart.

• Intimate Accessories: Any small leather pouch that is designed to carry personal hygiene products (if marked as such).

Defective versions of non-returnable items: If you receive a defective Eclipse Makeup Bag (e.g., broken zipper), that is covered under our warranty – please see Section VII below. The “non-returnable” label only applies to change-of-mind returns, not to quality issues.

D. Items Eligible for Exchange (Size/Color Swaps)

We do not offer direct exchanges because inventory fluctuates quickly. Instead, we ask you to:

1. Return your original item for a full refund (following the standard process).

2. Place a new order for the desired item on sistabag.store.

This ensures you get the correct item as fast as possible (we ship new orders within 24–48 hours). If you are concerned about the new item selling out before your refund processes, please email ngocanh21.hn@gmail.com – we can sometimes reserve one unit for you for up to 5 business days.

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III. Step-by-Step Return Process

Follow these six steps to ensure your return is processed quickly and without issues.

Step 1: Request a Return Authorization (RMA)

Do not ship anything back without first contacting us. Unsolicited returns often get lost or delayed.

How to Request an RMA:
Send an email to ngocanh21.hn@gmail.com with the following subject line:
RETURN REQUEST – Order #SMBM-XXXXX

In the body of the email, please include:

• Your full name and the email address used for the order.

• The order number (found in your confirmation email).

• The specific item(s) you wish to return.

• The reason for return (e.g., “changed mind,” “too small,” “damaged”).

• Clear photos of the item (if claiming defect or damage – see Section V).

• Whether you prefer a refund or store credit (store credit is processed faster – see Section IV).

Response Time: We will reply within 12 business hours (usually much faster) with your RMA number and the correct return warehouse address. Do not ship to our corporate address in Sheridan, WY – that will cause severe delays.

Step 2: Package the Item Securely

• Place the item inside its original dust bag (if applicable).

• Place the dust bag inside a sturdy shipping box or padded envelope.

• Include a printed copy of your RMA confirmation email inside the package (or handwrite your RMA number and order number on a piece of paper).

• Seal the package securely with packing tape.

Pro Tip: Take a photo of the item inside the packaging before sealing it, as well as a photo of the sealed package. If the item is damaged in transit back to us, you will need these photos to file a claim with the carrier.

Step 3: Ship the Package

You are responsible for choosing a shipping carrier and paying for return postage. We recommend using a trackable service with insurance:

• USPS Priority Mail (with tracking)

• UPS Ground

• FedEx Ground

• DHL eCommerce (for international returns)

Do not use USPS First Class without tracking – if the package is lost, we cannot issue a refund.

Address: We will provide the correct warehouse address in your RMA email. It is typically a fulfillment center in a different state (not Wyoming). Always use that address.

Step 4: Send Us the Tracking Number

After you drop off the package, forward the tracking number to ngocanh21.hn@gmail.com with the subject line:
RETURN SHIPPED – RMA #XXXXX

This step is crucial. Without a tracking number, we have no way of knowing your return is on its way. If the package gets lost in transit, the tracking number is your proof of return.

Step 5: Inspection (3–5 Business Days)

Once your package arrives at our warehouse, our quality assurance team will inspect the item within 3 to 5 business days (sometimes faster during non-holiday periods). We will:

• Verify that the item meets our condition requirements (tags attached, no wear, etc.).

• Check for any defects or damage.

• Compare the returned item to your original order details.

If the item passes inspection, we proceed to refund. If it fails, we will email you with photos explaining why, and offer a partial refund or the option to have the item returned to you (at your cost).

Step 6: Refund Issued

Once inspection is complete and approved, we issue the refund via Stripe. The refund will go back to your original payment method. You will receive two confirmations:

1. An email from us stating “Your refund has been processed.”

2. An email from Stripe (or your bank may send a notification).

Timeline:

• Refund initiated: within 48 hours of inspection approval.

• Credit appears in your account: 3–7 business days (depends on your bank).

If you used Apple Pay or Google Pay, the refund goes back to the same virtual card linked to your digital wallet. Check that wallet’s transaction history.

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IV. Refund Options: Refund vs. Store Credit

We offer two ways to receive your money back:

Option 1: Full Refund to Original Payment Method

• Processing Speed: Standard (3–7 banking days after our inspection).

• Amount: 100% of the product price, plus taxes paid, minus any return shipping costs you incurred (we do not deduct anything).

• Best for: Customers who no longer want any Sistabag products.

Option 2: Store Credit (Gift Card)

• Processing Speed: Super fast – we issue store credit within 24 hours of inspection approval (no banking delays).

• Amount: 105% of the product price (we add a 5% bonus as a thank-you for staying with us).

• Usage: Store credit can be used on any future purchase at sistabag.store. It never expires.

• Best for: Customers who love our brand but just need a different size or color.

How to choose store credit: When you email your return request, simply write “I prefer store credit” in the body. We will issue a digital gift card code that you can apply at checkout.

Note on Refund Denials: If your returned item is rejected due to condition issues (e.g., missing tags), you are not eligible for store credit. You may only receive a partial refund or have the item returned to you.

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V. Returns for Defective or Incorrect Items

If you received a defective product (e.g., broken zipper, torn stitching, faulty magnetic snap) or the wrong item (e.g., you ordered a black clutch but received a brown one), we cover return shipping and offer additional compensation.

What Qualifies as a Defect?

• Manufacturing errors: Loose threads that unravel, misaligned snaps, missing rivets.

• Material flaws: Leather with unnatural scarring (not the normal grain variations), discoloration that appears within 7 days of light use.

• Hardware failure: Zipper teeth separating, clasp that will not close.

What Does NOT Qualify as a Defect?

• Normal wear and tear after regular use.

• Minor variations in leather grain or color (leather is a natural material – each hide is unique).

• Damage caused by misuse (overstuffing the bag, exposing to rain, using harsh chemicals).

• Scratches that occur during customer handling.

Process for Defective/Wrong Item Returns

1. Email us within 7 days of delivery (not 30 days – we need to act fast) at ngocanh21.hn@gmail.com with subject line: DEFECTIVE – Order #SMBM-XXXXX.

2. Attach clear photos or a short video showing the defect or the wrong item next to your packing slip.

3. We will respond within 6 hours with:

   • A prepaid return shipping label (we pay for return postage).

   • Instructions for dropping off the package.

4. Once we receive the item, we will:

   • Issue a full refund (including original shipping costs) OR

   • Send a replacement at no additional charge (if in stock).

If you prefer a replacement: We will prioritize your new order and ship it within 24 hours via expedited shipping (2–3 days) at no cost to you.

False Defect Claims

We take defect claims seriously. If our inspection determines that the item is not defective (e.g., “scratch” is actually a removable smudge), we will email you photographic evidence. You will then have two options:

• Pay for return shipping (we will send the item back to you).

• Accept a 50% partial refund as a courtesy (item stays with us).

Abuse of defect claims (e.g., repeatedly claiming defects on used items) may result in the suspension of your return privileges.

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VI. Return Shipping Costs: Who Pays What?

International Return Shipping Note: If you are returning a non-defective item from Canada, the UK, Europe, Australia, or elsewhere, you are responsible for all costs, including any customs fees or taxes. We recommend using a shipping service that includes tracking and insurance. We do not refund original international shipping fees (only product cost and taxes).

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VII. Warranty & Long-Term Coverage

Beyond the 30-day return window, we offer a 90-day limited warranty on manufacturing defects for all Leather Handbags, Clutches, and Wallets. The Eclipse Makeup Bags have a 60-day warranty due to the nature of their use.

Warranty Coverage Period

• Leather Handbags, Clutches, Wallets: 90 days from delivery.

• Eclipse Makeup Bags, Pouches: 60 days from delivery.

What the Warranty Covers

• Stitching that unravels at the seams (not from overloading).

• Broken zippers or snaps (normal use, not forced).

• Detached handles or straps (where the rivet fails, not from cut).

What the Warranty Does NOT Cover

• Normal wear and tear (scratches on the bottom, color fading from sun exposure).

• Accidental damage (spilled coffee, dog chewing, running over with a car).

• Modifications made by third-party cobblers.

• Loss or theft.

How to Make a Warranty Claim

Email ngocanh21.hn@gmail.com with subject line WARRANTY – Order #SMBM-XXXXX. Include:

• Proof of purchase (order number or screenshot).

• Photos of the defect clearly showing the issue.

• A brief description of when and how the damage occurred.

If approved, we will either:

• Refund 100% of the product price (no return required for small defects).

• Send a replacement (if available).

• Issue store credit for the original purchase price.

You do not need to return the defective item unless we specifically ask for it (for quality control). If we ask for it, we will provide a prepaid label.

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VIII. Refund Processing & Banking Timelines (Detailed)

We know that waiting for a refund is stressful. Here is exactly what happens behind the scenes:

Our Internal Processing (Days 1–5)

• Day 1: Your return arrives at our warehouse.

• Day 2–4: Inspection queue. Our team opens, inspects, and documents condition.

• Day 5 (or sooner): Approved refund is manually initiated in Stripe.

Stripe’s Processing (Minutes)

Once we click “Refund” in Stripe, Stripe sends the refund instruction to your bank instantly. You will receive an automated email from Stripe within minutes.

Your Bank’s Processing (3–7 Business Days)

This is the variable part. Different banks have different policies:

• Chase, Bank of America, Wells Fargo (US): Typically 3–5 business days.

• Credit Unions: Often 5–7 business days.

• Small regional banks: Up to 10 business days.

• International banks (Canada, UK, Europe): 5–10 business days, plus potential currency conversion delays.

What if it has been more than 10 business days? First, check your bank statement carefully – sometimes refunds post quietly without notification. If still not there, email us with your order number and we will provide the Stripe refund reference ID (a 16-digit code). Give that code to your bank’s customer service – they can trace it instantly.

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IX. State-Specific & International Legal Considerations

United States State Laws

While our standard 30-day return policy applies to all US customers, some states have consumer protection laws that override certain terms:

• California: If an item is defective, you have up to 30 days from discovery (not delivery) to request a remedy. We honor this.

• New York: We cannot charge a restocking fee (we don’t anyway).

• Colorado: For items purchased with a gift card, you may request a cash refund if the gift card balance was under $5 – please contact us for this rare case.

International Customers (EU, UK, Australia)

If you are in a jurisdiction with mandatory “cooling-off periods” (e.g., 14-day right of withdrawal in the EU), we comply fully. However, please note:

• You remain responsible for return shipping costs unless the item is defective.

• Import duties paid at delivery are non-refundable by us. You must claim those from your local customs authority.

• We do not accept returns on used makeup bags from international addresses due to hygiene regulations.

For EU customers: Under the Consumer Rights Directive, you have 14 days to withdraw from the purchase without giving any reason. This is separate from our 30-day policy – we give you more time, not less. If you withdraw within 14 days, we refund the full amount including standard shipping (but not expedited shipping upgrade). Contact us for the withdrawal form.

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X. Damaged in Transit (Carrier Issues)

If your package arrives with visible external damage (crushed box, torn bag), please:

1. Take photos of the damaged packaging before opening.

2. Take a video of unboxing if possible.

3. Inspect the item. If the product is damaged, do not throw away the box or packing materials – the carrier may need to inspect them.

4. Email ngocanh21.hn@gmail.com within 48 hours of delivery with subject line DAMAGED – Order #SMBM-XXXXX and attach all photos/videos.

What happens next:

• We will file a claim with the shipping carrier (USPS, UPS, FedEx, etc.) on your behalf.

• Simultaneously, we will either refund you or send a replacement immediately, without waiting for the carrier’s claim decision.

• We may ask you to hold onto the damaged item and packaging for up to 14 days in case the carrier wants to inspect it.

If you refuse a damaged package at delivery: That is actually helpful. The carrier will return it to us marked “refused – damaged.” Once we receive it, we issue a full refund including shipping. Please still email us to let us know you refused it.

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XI. Contact Us About Returns

For any return-related question, our dedicated returns team is available:

• Email: ngocanh21.hn@gmail.com (use subject line RETURN HELP – [issue])

• Phone/Text: +84369909540 (best for urgent issues like “I accidentally shipped to the wrong address”)

• Business Hours: Monday–Friday, 9 AM – 5 PM Mountain Time. We respond to all return emails within 12 hours.

When emailing, always include:

• Your order number

• The item name

• A clear description of the issue

• Attached photos (for damage/defects)

Do not call for status updates within the first 5 business days after we receive your return – our inspection team needs time to process. Emails are better for status checks because we can look up your tracking number.

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XII. Preventing Return Problems: Common Mistakes to Avoid

We want you to get your refund fast. Avoid these common errors:

Proactive tip: When you receive your order, try on your clutch or handbag over a soft surface (like a carpet) while keeping all tags attached. Place your daily items inside (phone, keys, wallet) to test fit. If it doesn’t work, repackage immediately. This keeps the item in pristine condition for return.

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XIII. Abandoned Returns & Unclaimed Packages

If you receive a return label from us but never ship the item, no refund will be issued. We will close your return request after 14 days of inactivity. You can reopen it by emailing us within 30 days of delivery.

If your return package is sent to us without a proper RMA and we cannot identify the owner (e.g., no order number inside, no email, return address illegible), we will hold the item for 60 days. After 60 days, the item becomes our property and we may donate or discard it. If you realize you made an anonymous return, contact us with the tracking number – we can still identify it.

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XIV. Changes to This Policy

We may update this Refund and Return Policy from time to time to reflect changes in our operations, legal requirements, or customer feedback. The latest version will always be posted on sistabag.store. For existing orders, the policy in effect at the time of your purchase applies. For new orders, the current policy applies.

Last Updated: January 2026

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XV. Final Words: We Value Your Trust

Returning an item is never fun – for you or for us. We wish every customer loved their purchase so much that returns were unnecessary. But we are realists. We know that online shopping comes with uncertainty. That is exactly why we designed this policy to be generous (30 days, no restocking fee, store credit bonus) while protecting our small business from abuse.

If you have read this entire page, thank you. You are an informed customer, and we respect that. Please do not hesitate to reach out with any questions before or after your purchase. We are here to help.

To request a return, simply email ngocanh21.hn@gmail.com with your order number. We will take care of the rest.

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Thank you for shopping at Sistabag Magic and Melanin LLC. Your melanin is magic – and your satisfaction is our mission.