Straw Bag Company Refund Policy

At The Straw Bag Company, we take pride in crafting handmade straw and water hyacinth bags using 100% natural materials. Due to the nature of our products, refunds are granted only under the specific conditions outlined below.

1. Eligibility for Refunds

To qualify for a refund, the following conditions must be met:

  • You must request a refund within 2 working days of receiving your order.
  • The item must be unused, in its original condition, and its original packaging (including all tags, accessories, and protective materials).
  • The product must not have any signs of use, damage, stains, odours, or modifications.
  • Refunds are only applicable to standard, non-customised items.
  • Bespoke, personalised, or customised items (e.g., bags with specific colours, added accessories, modified dimensions) are strictly non-refundable, except in cases of a verified manufacturing defect.
  • Natural variations in colour, size, texture, and weave pattern are part of the handmade nature of our bags and do not qualify as defects.
  • Odour from naturally dried straw or water hyacinth materials is not a defect and does not qualify for a refund.
  • Refunds are not granted if you change your mind or wish to return the product for reasons unrelated to a defect or error.

2. Natural Product Disclaimer – Colour, Texture & Odour Variations

Our products are crafted from natural straw and water hyacinth, meaning each bag is unique. Customers should expect minor differences due to the following factors:

Colour & Texture Differences

  • Natural Colour Variations: The shade of straw and water hyacinth varies based on:

    • Drying process & sunlight exposure
    • Seasonal harvesting conditions
    • Natural ageing of the material

    As a result, some bags may appear lighter, darker, or slightly different in tone than the images shown on our website. These variations do not qualify for refunds.

  • Handwoven Texture Differences:

    • Every bag is handmade, meaning slight differences in weave patterns, stitching, and structure may occur.
    • These characteristics reflect authentic craftsmanship, not defects.
    • Refunds will not be granted for minor differences in size, shape, weave tightness, or texture.

  • Device Display Differences:

    • Colours may appear slightly different depending on screen resolution, brightness settings, and device display technology.
    • Refunds will not be granted for colour discrepancies due to screen settings.

Natural Material Odour – No Refunds

  • As our bags are made from natural dried straw and water hyacinth, they may have a mild, earthy, or grassy scent upon arrival.
  • This natural odour is harmless, temporary, and will fade over time with exposure to air.
  • Odour from naturally dried materials does not qualify for a refund.

By purchasing from The Straw Bag Company, you acknowledge and accept that each bag is unique, and natural variations—including colour, texture, and scent—are part of the product’s beauty.

3. Refund Request Process

To Request a Refund, Follow These Steps:

Contact Us:

  • Email sales@strawbagcompany.com within 2 working days of receiving your order.
  • Provide your order number, a detailed explanation of the issue, and clear photographic evidence of any defect or damage.
  • Requests without photos will not be accepted.

Approval & Return Instructions:

  • All returns must be approved before being sent back.
  • If your request is approved, we will send you return instructions.
  • The item must be shipped back within 7 days of refund approval.
  • All returns must be sent back to our UK business address, not our hub in Nakhon Sawan, Thailand. Full return address details will be provided via email upon approval.

Return Conditions:

  • Customers are responsible for return shipping costs unless the refund is due to a verified error or defect on our part.
  • All returns must be sent with tracking for international orders to provide proof of return.
  • Items must be securely packaged to avoid damage during return shipping.
  • We recommend using a tracked and insured shipping service, as we are not liable for lost or damaged returns.

Inspection & Processing:

  • Upon receiving the returned item, our team will inspect the product’s condition before processing the refund.
  • If the return meets all eligibility criteria, a refund will be processed within 7 working days.
  • If the item fails to meet eligibility requirements, the refund will be denied, and the item can be returned to you at your expense.
  • A 30% restocking fee will be deducted from all approved refunds only for items returned in perfect condition.
  • We do not cover the cost of return shipping for any items that have no fault.
  • If the returned item has no fault, the original shipping cost that we paid to EMS (included in the product price) will be deducted from the refund. The EMS shipping receipt, which displays the original shipping cost, will be available upon request.

5. Chargebacks & Payment Disputes

  • Customers must contact us first before initiating a chargeback. If you believe there is an issue with your order, we require that you reach out to our customer service team before disputing the charge with your bank or payment provider. We will work with you to resolve the matter fairly, including offering refunds or replacements where applicable, according to our refund policy. Failure to contact us first may result in delays in processing your claim, and chargebacks made without prior communication may be disputed with supporting documentation, including proof of delivery, pre-shipping product condition photos, and correspondence records.
  • Fraudulent chargebacks will be disputed, and supporting documentation will be provided to the payment processor
  • If a chargeback is found to be fraudulent, the customer may be permanently restricted from making future purchases.

6. Customer Responsibility for Care & Maintenance

  • Customers must follow the care instructions provided with their order to ensure the longevity of their handmade straw bag. These instructions include avoiding exposure to excessive moisture, direct sunlight, and heavy loads that may weaken the weave over time. Proper storage in a dry, ventilated area and gentle cleaning with a soft cloth are recommended. Failure to adhere to these care guidelines may result in damage that is not covered under any refund or warranty policies.
  • Refunds will not be issued for damage caused by improper handling, exposure to water, excessive sunlight, or overloading.

7. Warranty Limitations

  • Due to the nature of our bags being handmade from natural straw and water hyacinth, no daily-use warranty applies. Each bag is crafted using traditional techniques, meaning slight variations in weave, texture, and strength are inherent to the design. While our bags are durable, they are not mass-produced or reinforced like synthetic alternatives. Over time, natural materials may soften, change in texture, or experience minor fraying, which is expected with regular use. The warranty covers only verified manufacturing defects and does not extend to normal wear and tear, accidental damage, exposure to moisture, excessive weight strain, or improper storage conditions. Customers are encouraged to follow our care guidelines to ensure the longevity of their handmade straw bags.
  • Our warranty only covers manufacturing defects and does not extend to normal wear and tear or accidental damage. Any defects or issues covered under warranty must be reported to us within 2 working days of receiving the bag. Claims made after this period will not be eligible for warranty coverage. Customers must provide clear photographic evidence of the defect when submitting a claim. Failure to notify us within this timeframe will void any warranty claim.

8. Right to Refuse Refunds or Future Orders

  • The Straw Bag Company reserves the right to reject refund requests that do not comply with our policy.
  • Customers engaging in excessive returns, chargeback fraud, or policy violations may be restricted from making future purchases.

9. Customs Fees, Duties & Import Taxes

  • Customers are responsible for all import duties and taxes, which may be applied by customs authorities in the destination country. These charges are beyond our control and must be paid by the customer directly to the relevant authorities. If a parcel is refused or returned due to unpaid customs fees, the original shipping cost that we paid to EMS (included in the product price) will be deducted from any refund. The EMS shipping receipt, which displays the original shipping cost, will be available upon request. Customers should check their local customs regulations before placing an order to avoid unexpected fees or delays.
  • If a parcel is returned due to unpaid customs fees, the original shipping cost will be deducted from the refund. This shipping cost, which we originally paid to EMS and included in the product price, will be documented in the EMS shipping receipt. The receipt will be available upon request to provide transparency regarding the actual shipping expenses incurred. Customers should be aware that refusal to pay customs duties may result in the parcel being returned or destroyed by customs, in which case no refund will be issued.

10. EMS Delivery Issues – Customer Responsibility

  • Once EMS confirms a package as delivered, we are not responsible for lost or stolen items. As we ship worldwide, it is the customer's responsibility to ensure a secure delivery location. No refunds will be issued for orders that EMS tracking confirms as successfully delivered. If a customer believes their package has been stolen or misdelivered, they must file a claim directly with EMS or their local postal service. We can provide assistance by supplying the EMS tracking details and shipping documentation upon request.
  • Customers must file claims directly with EMS for missing or undelivered items. We understand that this process can be complex, so we are happy to assist you via email with step-by-step guidance on how to submit a claim. Additionally, we retain the original EMS shipping receipt, which we can provide upon request to support your claim.

11. Right to Modify Refund Policy

  • We reserve the right to update or modify our refund policy at any time. This policy forms part of our full Terms and Conditions, which must be agreed to before placing an order. By purchasing from us, including any bespoke or customised straw bag, you acknowledge and accept that the refund policy and Terms and Conditions are subject to change and will apply as they stand at the time of your order.

12. Agreement to Terms

  • By purchasing from us, customers agree to abide by this policy. Our refund policy is part of our full Terms and Conditions, which can be viewed in full on our website. By placing an order, including any bespoke or customised straw bag, you acknowledge and accept our Terms and Conditions in their entirety. Agreement to these terms is required at the time of ordering and is a condition of purchase.

13. Contact Information

Contact Information

  • Email: sales@strawbagcompany.com

Customers can also reach out to us via the contact form on our website for any inquiries. We aim to respond with a detailed reply within 24 hours of submission.

  • Customer Support Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK Time)
  • Return Address: Provided upon request via email
  • Website: www.strawbagcompany.com