This policy applies only to non-bespoke (non-printed) goods purchased directly from our website.

Your Right to Cancel

We hope you're happy with your purchase. However, under the Distance Selling Regulations, you have the right to cancel your order within 28 working days from the day after you receive your goods, provided:

• The goods have not been used or altered in any way.
• Items are returned in their original packaging and in a resalable condition.
• You cover the cost of return to BagKraft Ltd.
• You follow the instructions outlined in this policy.

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How to Cancel Your Order

To cancel your order, please email us at hello@bagkraft.co.uk, quoting your order number (found in your confirmation email). We will confirm cancellation in writing. If you do not receive a response within 2 working hours (during business hours), please call us on 01373 481 600

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Refunds for Cancelled Orders (Before Despatch)

If you cancel your order before the goods have been despatched, we will cancel the order and refund the full amount to your original payment method within 7 working days, at no cost to you.

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Refunds for Cancelled Orders (After Dispatch / Refused Delivery)

If your cancellation request is made after the goods have been despatched, and you refuse delivery, we will refund your payment within 7 working days after receiving the returned goods, minus any delivery and return costs incurred (typically around £12 depending on weight for courier deliveries, pallet returns will be around £50)

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Returns After Delivery

If you’ve received the goods and wish to cancel:

• You must return them at your own expense to BagKraft in a resalable condition and in the original packaging.
• We recommend using a tracked service with proof of delivery.
• Returned items must be received within 28 days of receipt to qualify for a full refund.
• Refunds will be made within 7 working days of receipt of acceptable retuned goods
• You are responsible for ensuring the goods are not damaged in transit.

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Return Address

Please return goods to:

BagKraft
Unit 23 Rockhaven Business Centre,
Commerce Close
Westbury
BA13 4FZ

Important: Include your order number inside the package.

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Return Timeframe

Cancelled goods must be returned to us within 28 working days of notifying us of your cancellation.

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Refunds for Returned Goods

Once we receive the returned items in resalable condition, we will process your refund within 7 days to your original payment method.

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Damaged or Unreturned Goods

If the returned items are damaged, opened, or not received, BagKraft reserves the right to deduct a fee or refuse the refund. This may include the full value of the goods and related costs (e.g. packaging, admin, delivery).

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Exchanges

If you've ordered the wrong item and would like an exchange:

• You may return the goods following the return conditions above.
• We can arrange a courier collection for you at a typical charge of £16.95 (subject to weight).
• Alternatively, you may return the items yourself and place a new order online.

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Damaged Deliveries

If your items arrive damaged:

• You must notify us within 24 hours of delivery.
• Please email hello@bagkraft.co.uk or call our team.
• We cannot issue refunds or replacements for damages reported after this period.

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If you have any further questions, please don’t hesitate to contact our customer support team. We’re here to help.