Returns, Cancellations & Refunds

Made-to-Order Products

Every Roadster Bag product is individually handmade to order and manufactured specifically for the customer following receipt of an order.

Roadster Bag does not sell stock items. All products are produced on a bespoke made-to-order basis and materials may be sourced, allocated, purchased and committed to production immediately after an order is placed.

By placing an order, you expressly acknowledge and agree that your product is being manufactured specifically for you and that production may commence immediately upon acceptance of your order.

Cancellations

Once an order has been placed, it cannot be cancelled if production has commenced, materials have been ordered, allocated or purchased, or work has been undertaken in connection with the order.

Roadster Bag reserves the sole right to determine whether production has commenced.

Any request to cancel an order prior to production commencing shall be considered entirely at Roadster Bag’s discretion and may be subject to administrative, payment processing and material procurement costs already incurred.

Returns, Refunds & Exchanges

Due to the bespoke, handmade and made-to-order nature of our products, we do not accept returns, exchanges or refunds for:

• Change of mind;
• Incorrect ordering decisions;
• Personal preference;
• Colour, grain, texture, finish or appearance variations inherent in handmade products and natural materials;
• Delivery delays outside our control;
• Customs clearance delays;
• Import duties, taxes or local charges imposed by authorities;
• Failure to read product descriptions, specifications or compatibility information prior to purchase;
• Products ordered incorrectly by the customer;
• Any reason unrelated to a confirmed manufacturing defect or supply error.

As our products are individually handmade to order and manufactured specifically for each customer, they are not eligible for cancellation, return, exchange or refund once production has commenced, except where required by applicable law.

Defective or Incorrectly Supplied Goods

If you believe an item has been supplied incorrectly or contains a manufacturing defect, you must notify us within 7 days of delivery and provide supporting photographs together with a description of the issue.

Roadster Bag reserves the right to inspect, assess and verify any alleged defect before determining an appropriate resolution.

Where a genuine manufacturing defect or supply error is confirmed, Roadster Bag reserves the right, at its sole discretion, to:

• Repair the product;
• Supply replacement parts;
• Replace the product; or
• Provide any other remedy required by applicable law.

Damage arising from misuse, improper installation, modification, negligence, accident, wear and tear, unauthorised repair, improper storage or use contrary to supplied instructions shall not constitute a manufacturing defect.

Return Authorisation

No product may be returned without prior written authorisation from Roadster Bag.

Unauthorised returns will be refused and returned to the sender at the sender’s expense.

Roadster Bag’s workshop and returns facility are not customer-facing locations and cannot accept personal visits or unauthorised deliveries.

Shipping Costs

Shipping charges, customs duties, import taxes, brokerage fees, handling fees and associated costs are non-refundable.

Customers are responsible for all costs associated with returning any authorised item unless otherwise required by applicable law.

Roadster Bag accepts no responsibility for goods lost, damaged or delayed whilst being returned by the customer and recommends the use of a fully insured and trackable delivery service.

Unpaid Import Duties, VAT & Customs Charges

Customers are solely responsible for all import duties, VAT, taxes, customs clearance fees, brokerage fees and other charges imposed by authorities within their destination country.

Where a customer refuses delivery, refuses to pay import duties, VAT, taxes or customs charges, or otherwise causes a shipment to be returned to Roadster Bag, a minimum handling charge of 25% of the original order value shall be deducted.

In addition, all return shipping costs, customs charges, carrier fees, storage fees, brokerage charges, payment processing costs and any other costs incurred by Roadster Bag as a result of the refusal shall also be deducted from any monies recoverable.

Where such charges exceed the value of any monies recoverable, Roadster Bag reserves the right to pursue recovery of the outstanding balance.

Customers are strongly advised to familiarise themselves with all import requirements, taxes and duties applicable within their country before placing an order.

Installation & Third-Party Work

Roadster Bag accepts no responsibility whatsoever for installation costs, labour charges, workshop fees or other expenses incurred through third-party fitting or installation services.

Any damage caused during installation, fitting, modification or use by a third party shall not be covered under warranty and shall not entitle the customer to a repair, replacement, refund or compensation.

Statutory Rights

Nothing in these terms excludes, restricts or limits any statutory rights or remedies that cannot legally be excluded under applicable consumer protection legislation.

Contact Us

For all order, cancellation, warranty or returns enquiries, please contact:

sales@roadster-bag.com

We aim to respond to enquiries within 72 business hours.

Customer support is available Monday to Friday, 9:00am to 3:00pm (UK time).