Terms and Conditions – Straw Bag Company

Terms and Conditions

Introduction
  • By accessing and using www.strawbagcompany.com, you fully agree to these Terms and Conditions.
  • These Terms govern all website interactions, purchases, and transactions with The Straw Bag Company.
  • If you do not agree with these Terms, you must not use the website or make purchases.
Right to Modify Terms
  • The Straw Bag Company reserves the right to update, modify, or change these Terms at any time.
  • Changes will be posted on our website and will take immediate effect.
  • Continued use of our website after updates constitutes acceptance of the revised Terms.
Contact Information
  • Company Name: The Straw Bag Company
    Website: www.strawbagcompany.com
  • Email: sales@strawbagcompany.com
  • Direct Contact Us Form: www.strawbagcompany.com

General Conditions

Acceptance of Terms
  • By placing an order, you confirm that you have read, understood, and agreed to these Terms.
  • The Straw Bag Company reserves the right to refuse service to anyone for reasons including security concerns, fraud prevention, or legal compliance.
Customer Responsibility
  • Customers must provide accurate details when placing an order.
  • We are not responsible for incorrect shipping addresses, failed deliveries, or errors due to customer-provided information.
Legal Age Requirement
  • You must be at least 18 years old or have parental consent to purchase from us.
  • By making a purchase, you confirm that you meet the legal age requirement.
Definitions
  • Company/We/Us: The Straw Bag Company, operating www.strawbagcompany.com.
  • Customer/You: The individual or organisation purchasing or intending to purchase from us.
  • Products: Handmade straw and water hyacinth bags available on our website.
  • Website: The official e-commerce platform, www.strawbagcompany.com.
  • Dispatch: The process of packaging and sending an order for delivery.
  • Bespoke Orders: Any order that includes customisation, personalisation, or specific customer requests.

Product Descriptions and Variations

1.1 Handmade Nature

1.1.1 All products sold by The Straw Bag Company on www.strawbagcompany.com are individually handcrafted using natural straw and water hyacinth materials, ensuring that every item is unique.

1.1.2 Each bag is meticulously crafted by skilled local artisans, following traditional weaving techniques that have been passed down through generations. Due to this handmade nature, every bag may have subtle differences in:

  • Size
  • Shape
  • Weave pattern
  • Stitching details
  • Textural feel

1.1.3 These small variations reflect the authentic craftsmanship of our products and do not constitute defects. Customers should appreciate these differences as a hallmark of handmade artistry, rather than expecting a mass-produced, factory-made item.

1.1.4 By purchasing from The Straw Bag Company, you acknowledge and accept that each product is handmade and that no two bags will be identical.

1.2 Colour and Material Variations

1.2.1 The natural colour of straw and water hyacinth materials can vary due to:

  • Drying processes
  • Humidity and air exposure
  • Temperature fluctuations
  • Seasonal changes
  • The natural characteristics of the plant material

1.2.2 Depending on these factors, the final shade of your bag may range from:

  • Pale, natural beige
  • Golden wheat tones
  • Deep, rich brown hues

1.2.3 These natural variations in colour and texture are not considered defects and do not qualify as grounds for returns or refunds. The unique appearance of each bag is a defining feature of natural materials.

1.2.4 Colour consistency cannot be guaranteed, and minor differences between product batches may occur. Customers agree to accept these variations as part of the handcrafted nature of our products.

1.3 Accessories and Decorative Features

1.2.1 The natural colour of straw and water hyacinth materials can vary due to:

  • Drying processes
  • Humidity and air exposure
  • Temperature fluctuations
  • Seasonal changes
  • The natural characteristics of the plant material

1.2.2 Depending on these factors, the final shade of your bag may range from:

  • Pale, natural beige
  • Golden wheat tones
  • Deep, rich brown hues

1.2.3 These natural variations in colour and texture are not considered defects and do not qualify as grounds for returns or refunds. The unique appearance of each bag is a defining feature of natural materials.

1.2.4 Colour consistency cannot be guaranteed, and minor differences between product batches may occur. Customers agree to accept these variations as part of the handcrafted nature of our products.

1.3.1 Our products may include handmade or naturally sourced decorative elements, such as:

  • Handles (woven, leather, fabric, or bamboo)
  • Straps
  • Tassels
  • Buttons
  • Lining (if applicable)
  • Charms and embellishments

1.3.2 Due to hand-finishing and natural sourcing, minor variations may occur in:

  • Colour or tone
  • Stitching placement
  • Slight differences in accessory shapes or patterns

1.3.3 The above variations are normal and expected. These do not qualify as defects and are not valid reasons for returns, replacements, or refunds.

1.3.4 Customers acknowledge that the images displayed on www.strawbagcompany.com are representative examples, and the exact shade, texture, or detailing of a bag may differ slightly from the online photos.

1.4 Device Display and Image Accuracy

1.4.1 We make every effort to display our products accurately through high-quality images on our website. However, customers should be aware that:

  • Colours and textures may appear differently on screens due to variations in screen resolution, brightness settings, and device display technology.
  • Lighting conditions during photography may make products appear slightly different than they do in natural lighting.

1.4.2 Minor differences between the product images and the actual item received due to display settings or photography do not qualify as defects and cannot be used as grounds for returns or refunds.

1.5 Product Care and Customer Responsibilities

1.5.1 To preserve the longevity of your handcrafted bag, The Straw Bag Company provides detailed care instructions on our website and with each order.

1.5.2 Customers are responsible for ensuring proper care of their product. Damage caused by improper handling is not covered under our warranty or return policies.

1.5.3 Recommended Care Guidelines:

  • Keep dry: Avoid exposure to water, rain, or excessive moisture as natural straw materials can weaken, stain, or warp.
  • Store properly: Keep your bag in a cool, dry place, away from direct sunlight or high humidity to prevent fading or mould growth.
  • Do not overload: Overfilling the bag can stretch or misshape the weave over time.
  • Spot clean only: Wipe gently with a dry or slightly damp cloth. Do not use detergents, bleach, or machine washing.

1.5.4 Customers who fail to follow care instructions assume full responsibility for any resulting damage.

1.6 Customised and Personalised Products

1.6.1 Bespoke, personalised, or custom-ordered bags are final sale and cannot be returned, exchanged, or refunded, except in the case of a verified manufacturing defect.

1.6.2 Once customisation options (such as size, colour, or accessory choices) are confirmed by the customer, changes cannot be made.

1.6.3 Customers ordering customised products acknowledge that production may require additional processing time.

1.7 Inspection Upon Delivery

1.7.1 Customers must inspect their order upon delivery and report any issues within 2 working days.

1.7.2 If your order arrives damaged, defective, or incorrect, you must:

1.7.3 Claims made after the 2-working-day period will not be accepted.

1.8 Natural Wear and Tear

1.8.1 As with any natural material, straw and water hyacinth will soften and change in texture over time. This is a natural part of the aging process.

1.8.2 Possible changes include:

  • A slight softening of the weave with prolonged use.
  • Gradual fading or darkening of color due to sun exposure.
  • Minor shifts in the shape of the bag due to handling and carrying weight.

1.8.3 These natural changes are not considered defects and are not valid reasons for returns or exchanges.

1.9 Size and Capacity Expectations

1.9.1 The product measurements listed on our website are approximate estimates.

1.9.2 Due to the handmade nature of our bags, minor variations in dimensions (typically within 1-3 cm) may occur.

1.9.3 Differences in internal storage capacity, caused by the structure of the weave, are not considered defects.

1.10 Natural Material Odours

1.10.1 As natural straw and water hyacinth are organic materials, they may have a mild, earthy scent upon arrival.

1.10.2 These odors:

  • Are harmless.
  • Naturally dissipate over time with exposure to air.
  • Do not qualify as defects or valid reasons for returns.
Agreement to Product Variations

By ordering from The Straw Bag Company, you acknowledge and accept that:

  • Each bag is unique due to its handcrafted nature.
  • Natural variations in size, color, and texture are to be expected.
  • Differences in materials, accessories, and minor imperfections are a natural part of the handmade process.
  • Customers must inspect their order upon delivery and report any issues within 2 working days.
2.1 Placing Your Order

2.1.1 All orders must be placed directly through our website: www.strawbagcompany.com. Orders cannot be placed via phone, email, or social media.

2.1.2 Once an order is successfully placed, you will receive an automated confirmation email containing:

  • Your order reference number.
  • A summary of the products purchased.
  • The shipping address provided.

2.1.3 The Straw Bag Company reserves the right to refuse, cancel, or amend orders at its discretion. This includes situations where:

  • The product is out of stock or discontinued.
  • Pricing or description errors have occurred.
  • There are concerns about fraudulent activity.
  • The shipping destination is high risk or not covered by EMS.

2.1.4 If we need to cancel or amend an order, we will notify you as soon as possible and provide a full refund if necessary.

2.1.5 Once an order has been placed, customers cannot request modifications to the order contents, shipping address, or customization details. If you need to make changes, you must request cancellation before dispatch (see Section 2.5).

2.2 Payment Methods and Security

2.2.1 Payments are securely processed through Stripe.com, a trusted global payment processor.

2.2.2 Accepted payment methods include:

  • Visa
  • Mastercard
  • PayPal

2.2.3 All transactions are encrypted using SSL technology, ensuring your personal and financial data is fully protected.

2.2.4 The Straw Bag Company does not store or have access to your payment details. All payment information is handled securely by Stripe.

2.2.5 If a payment is declined or flagged for review by Stripe, we reserve the right to request additional verification before processing your order.

2.3 Pricing, Currency, and Taxes

2.3.1 All prices listed on our website are in GBP (£) and include free worldwide EMS shipping.

2.3.2 The Straw Bag Company does not charge UK VAT. However, international customers are responsible for:

  • Import duties and customs fees imposed by their country.
  • Any local taxes or additional handling fees applied upon arrival.

2.3.3 Prices may be updated without prior notice. However, the price confirmed at checkout will always be honored for that transaction.

2.3.4 In the event of a pricing error (e.g., a product listed at £0.00 or an unrealistic discount due to a system malfunction), The Straw Bag Company reserves the right to cancel the order and issue a refund.

2.4 International Payments and Fees

2.4.1 All payments are processed in GBP (£). If you are purchasing from outside the UK, your bank or card provider may apply currency conversion charges.

2.4.2 The Straw Bag Company is not responsible for any additional foreign transaction fees applied by banks or card issuers.

2.4.3 Before completing your purchase, we strongly recommend that customers outside the UK:

  • Check with their bank or card provider for potential currency conversion fees.
  • Ensure that their payment method supports GBP transactions.
2.5 Order Changes and Cancellations

2.5.1 If you wish to modify or cancel your order, you must contact us immediately via email at sales@strawbagcompany.com.

2.5.2 Once an order has been processed and dispatched, it cannot be cancelled.

2.5.3 If an order is cancelled before dispatch, a full refund will be processed within 5-7 business days.

2.5.4 Bespoke, personalized, or custom orders cannot be cancelled once production has started. A 30% non-refundable fee applies to cancellations of custom-made items before production begins.

2.6 Security and Fraud Prevention

2.6.1 The Straw Bag Company actively monitors transactions to detect and prevent fraudulent activity. We may:

  • Request additional verification for high-value or suspicious transactions.
  • Cancel orders that appear to be fraudulent or unauthorized.

2.6.2 If an order is flagged for fraud screening, we reserve the right to cancel the transaction and issue a full refund.

2.6.3 The following actions may result in order cancellation:

  • Use of multiple credit cards for one transaction.
  • A mismatched billing and shipping address.
  • A high volume of orders placed from the same account in a short period.
  • Use of a VPN, proxy, or high-risk payment provider.
2.7 Chargebacks and Payment Disputes

2.7.1 If you experience issues with your order, you must first contact us at sales@strawbagcompany.com to attempt to resolve the issue directly.

2.7.2 We will not accept or honor chargebacks unless the customer has made an attempt to resolve the matter with us first.

2.7.3 Chargebacks initiated without prior communication may result in:

  • Immediate account suspension.
  • Future orders being declined.
  • The Straw Bag Company contesting the chargeback with supporting evidence, including:
    • Order confirmation details.
    • Tracking information proving delivery.
    • Photographic records of the product before dispatch.

2.7.4 Customers who abuse chargeback protections may be permanently banned from purchasing from The Straw Bag Company.

2.8 Accuracy of Customer Information

2.8.1 It is the customer’s responsibility to ensure that:

  • The billing address, shipping address, and contact details are correct and complete.
  • The information provided at checkout matches the details linked to their payment method.

2.8.2 The Straw Bag Company is not liable for:

  • Delays caused by incorrect addresses.
  • Parcels lost due to customer errors in shipping details.
  • Additional delivery charges incurred due to an incorrect or incomplete address.

2.8.3 If a parcel is returned to us due to an incorrect or incomplete address, the customer must pay for redelivery costs.

2.9 Right to Refuse Service or Cancel Orders

2.9.1 The Straw Bag Company retains the absolute right to refuse or cancel orders at its discretion, particularly where concerns arise regarding:

  • Payment security.
  • Reliability of the shipping destination.
  • Fraudulent or suspicious transactions.

2.9.2 If an order is canceled due to security concerns, the full payment will be refunded immediately, and the customer may be required to provide additional identity verification for future purchases.

2.9.3 The Straw Bag Company does not tolerate abuse, including:

  • Threatening customer service staff.
  • Repeated return or chargeback fraud.
  • Attempts to bypass our ordering system for unauthorized purchases.

Customers engaging in any of the above behaviors may have their account permanently suspended.

3.1 General Shipping Information

3.1 Shipping Policy

3.1.1 The Straw Bag Company offers free worldwide shipping through the EMS (Express Mail Service) international shipping service.

3.1.2 Delivery times provided at checkout are estimates only and are based on the shipping carrier’s expected transit times.

3.1.3 Actual delivery times may vary due to factors beyond our control, including but not limited to:

  • Customs inspections and clearance delays.

  • Local postal service efficiency.

  • National holidays and peak shipping periods.

  • Weather conditions and natural disasters.

  • Unexpected international transportation disruptions.

3.1.4 The Straw Bag Company cannot guarantee exact delivery dates. Delays caused by customs processing, shipping carriers, or other external circumstances are not valid grounds for refunds or order cancellations.

3.2 Recommended Safe Shipping Destinations

The following destinations are considered low-risk due to efficient customs clearance and reliable postal services:
Western Europe:
United Kingdom, Germany, France, Netherlands, Belgium, Switzerland, Austria, Ireland, Luxembourg.
Scandinavia:
Sweden, Norway, Denmark, Finland.
North America:
United States, Canada.
East Asia and Pacific:
Japan, South Korea, Taiwan, Hong Kong, Macau.
Southeast Asia:
Singapore, Malaysia, Thailand, Vietnam, Philippines, Indonesia, Brunei.
Oceania:
Australia, New Zealand.
Middle East:
Israel.
3.2.1 Orders shipped to these locations are generally delivered within the estimated timeframe, though minor customs delays are possible.

3.3 Higher-Risk Shipping Destinations

3.3.1 The following destinations are considered higher-risk due to potential issues such as unreliable postal services, customs delays, or security concerns:

  • Certain regions in Africa.

  • Most Middle Eastern countries (excluding Israel).

  • Parts of Asia and South America.

3.3.2 Orders shipped to higher-risk destinations are shipped at the customer’s own risk. The Straw Bag Company does not accept liability for:

  • Delays caused by customs or local postal services.

  • Lost parcels in high-risk areas where tracking is unreliable.

  • Orders that fail to arrive due to local regulations or import restrictions.

3.3.3 If a parcel is lost or delayed in a higher-risk destination, we will attempt to assist in tracking the order but cannot guarantee a refund or replacement.

3.4 Customs Duties, Taxes, and Fees

3.4.1 Customers are responsible for all customs duties, import taxes, and local handling fees that may apply to their shipment.

3.4.2 The Straw Bag Company does not reimburse or cover these additional charges, as they are imposed by the customer’s country of residence.

3.4.3 If customs duties or taxes are not paid, and the parcel is returned to us, the original shipping costs will be deducted from any refund issued.

3.4.4 Customers should check their country’s import regulations and duties before placing an order to avoid unexpected charges.

3.5 Delays and Liability

3.5.1 The Straw Bag Company is not responsible for delivery delays caused by:

  • Customs processing in the destination country.
  • Delays or service failures by EMS or local postal services.
  • Postal disruptions, public holidays, or peak shipping periods.
  • Adverse weather conditions, natural disasters, or unforeseen events.

3.5.2 Customers must allow for reasonable delays in delivery, especially during peak seasons or public holidays.

3.5.3 Shipping delays are not grounds for order cancellations or refunds, except in cases where the parcel has been officially declared lost by EMS (see Section 3.7).

3.6 Customer’s Shipping Address Responsibility

3.6.1 Customers are solely responsible for ensuring that the shipping address provided at checkout is accurate and complete.

3.6.2 If a package is returned to us due to:

  • An incorrect or incomplete shipping address provided by the customer.
  • The package being marked as undeliverable by EMS or local postal services.

The customer must:

  • Pay additional shipping fees to have the package re-sent.
  • If they choose not to have the package resent, the order will be treated as a return, and the original shipping costs will be deducted from the refund amount.

3.6.3 Customers must double-check their shipping details before completing checkout to avoid issues.

3.7 Undelivered or Unclaimed Parcels

3.7.1 If a parcel is returned to The Straw Bag Company due to:

  • Failure to collect from the local post office or delivery centre.
  • Refused delivery by the recipient.
  • Failure to pay applicable customs duties or taxes.

The customer must cover additional shipping costs to have the parcel re-sent.

3.7.2 If the customer chooses not to pay for re-delivery, the order will be treated as a return under our Returns Policy, and:

  • The original shipping costs will be deducted from the refund.
  • A handling and restocking fee may apply.
3.8 Tracking and Proof of Delivery

3.8.1 The Straw Bag Company provides tracking numbers for all EMS shipments.

3.8.2 Customers must monitor their shipment status using the tracking information provided.

3.8.3 Proof of delivery from EMS serves as final confirmation that the order has been successfully delivered.

3.8.4 Once an order is marked as delivered by EMS, we cannot accept responsibility for claims of non-receipt.

3.9 Damaged Items Upon Delivery

3.9.1 If your order arrives visibly damaged, you must:

  • Notify us within 2 working days at sales@strawbagcompany.com.
  • Include clear photographs of the damage, showing both the product and packaging.

3.9.2 Claims submitted after the 2-day period will not be accepted.

3.9.3 If the damage is confirmed to be the result of shipping mishandling, we will:

  • Initiate a claim with EMS.
  • Offer a partial refund, replacement, or store credit based on the circumstances.

3.9.4 Damage to the packaging alone (e.g., dents, scuffs, or minor tears in the shipping box) does not qualify for a refund or replacement if the product itself is undamaged.

3.10 Lost or Stolen Parcels

3.10.1 If tracking shows no movement for 30 days, The Straw Bag Company will:

  • Open an investigation with EMS.
  • Work with the customer to locate or resolve the issue.

3.10.2 If EMS officially declares the package lost, we will offer:

  • A replacement shipment at no cost.
  • A partial refund if no replacement is available.

3.10.3 If EMS confirms successful delivery, The Straw Bag Company is not responsible for:

  • Stolen packages from doorsteps or mailboxes.
  • Lost items after successful delivery confirmation.
4.1 Overview of EMS Shipping

4.1.1 All orders placed with The Straw Bag Company are shipped directly from our dispatch hub in Nakhon Sawan, Thailand, using EMS (Express Mail Service), an international courier service.

4.1.2 EMS is a widely recognised and reliable express shipping provider offering efficient and secure global delivery services.

4.1.3 Once an order has been dispatched, EMS assumes full responsibility for its transportation and delivery. The Straw Bag Company cannot intervene in delays or hold-ups caused by customs or external shipping providers.

4.1.4 The delivery times listed at checkout are based on standard EMS estimates but are not guaranteed due to external factors beyond our control.

4.2 Average Delivery Times

The following estimated delivery times apply once your package has left our dispatch hub in Thailand:

  • UK and Europe: 5–7 working days
  • North America (United States and Canada): 5–8 working days
  • Asia-Pacific (Japan, South Korea, Australia): 7–10 working days
  • Middle East and Other Regions: 10–15 working days

4.2.1 These estimates are based on EMS’s standard transit times to major cities and do not include customs clearance delays.

4.2.2 Delivery timelines do not include the bag production period. Production times vary depending on the product type, customisation requests, and order volume. Estimated production times are clearly stated on each product page before checkout.

4.3 Factors Affecting Delivery Times

4.3.1 Delivery times may be impacted by external factors, including but not limited to:

  • Customs clearance and procedures in the destination country
  • Delays in local postal services or last-mile couriers
  • Public holidays, peak shipping periods, or postal strikes
  • Adverse weather conditions (e.g., storms, heavy snowfall, flooding, natural disasters)
  • Security screenings, international trade restrictions, or other unforeseen government regulations

4.3.2 The Straw Bag Company is not responsible for any delays caused by the factors listed above. Customers must allow for reasonable delays during peak seasons and understand that estimated shipping times are subject to change.

4.3.3 If an order has been in transit for longer than 30 days, please contact sales@strawbagcompany.com so that we can assist with an investigation through EMS.

4.4 Responsibility for Shipping Damages

4.4 Product Inspection and Packaging

4.4.1 To ensure the quality of your purchase, we carefully inspect and photograph every bag and its packaging before dispatch. This ensures that all items leave our premises in perfect condition.

4.4.2 Packaging and outer box damage during transit is beyond our control and does not qualify as grounds for refunds, returns, or chargebacks.

4.4.3 Minor dents, scuffs, or creases on the outer shipping box are considered normal handling marks and do not affect the quality of the product inside.

4.4.4 If your product arrives with significant damage, refer to Section 4.9 (Damaged Items Upon Delivery) for instructions on how to file a claim.

4.5 Proof of Shipping and Protection Against Chargebacks

4.5 Chargeback and Non-Receipt Protection

4.5.1 To protect against unwarranted chargebacks or non-receipt claims, we maintain photographic evidence of each order before shipment. This includes:

  • Photos of the bag and accessories before packing.
  • Images of the final packaging before dispatch.

4.5.2 All EMS postage receipts and tracking numbers are recorded and retained as proof of shipment and delivery.

4.5.3 If a customer initiates a chargeback falsely claiming non-receipt, we will provide EMS proof of shipment and challenge the dispute using our photographic and tracking evidence.

4.6 Order Tracking Responsibility

4.6.1 Once your order is dispatched, you will receive an email confirmation containing a tracking number that allows you to monitor the progress of your shipment through the EMS tracking system.

4.6.2 It is the customer’s responsibility to track their order and be available for delivery.

4.6.3 If an order is marked as delivered by EMS but has not been received, the customer must:

  • Check with neighbours, household members, or building reception.
  • Contact their local post office with the tracking number.

4.6.4 If the customer fails to claim their package within the courier’s designated pickup timeframe, it may be returned to The Straw Bag Company at the customer’s expense.

4.7 Undelivered or Lost Parcels

4.7 Lost or Delayed Shipments

4.7.1 If your package has been in transit for more than 30 days, please contact us at sales@strawbagcompany.com, and we will initiate an investigation with EMS.

4.7.2 If EMS confirms that a package is lost in transit, we will offer:

  • A free replacement shipment (if stock allows).
  • A partial refund if a replacement is unavailable.

4.7.3 If EMS tracking confirms successful delivery, The Straw Bag Company is not responsible for stolen or lost items after delivery confirmation.

4.8 Undeliverable or Unclaimed Parcels

4.8.1 If a parcel is returned to us due to:

  • Incorrect or incomplete address provided by the customer.
  • Refusal of delivery or failure to collect the parcel from the local post office.
  • Failure to pay customs duties or import taxes in the destination country.

4.8.2 The customer will be responsible for:

  • Paying for re-delivery fees if they want the parcel resent.
  • If the customer chooses not to pay for re-delivery, the order will be treated as a return, and:
    • The original shipping costs will be deducted from the refund.
    • A handling fee may be applied for processing the returned parcel.
4.9 Damaged Items Upon Delivery

4.9.1 If your order arrives visibly damaged, you must:

  • Contact sales@strawbagcompany.com within 2 working days.
  • Provide clear photographs of the damage, including:
    • The damaged item.
    • The shipping box and external packaging.

4.9.2 Claims submitted after the 2-day period will not be accepted.

4.9.3 If the damage is determined to be the result of shipping mishandling, we will:

  • File a claim with EMS.
  • Issue a replacement or partial refund, depending on the extent of the damage.

4.9.4 If the packaging is damaged but the product itself is intact, this does not qualify for a refund or replacement.

5.1 Returns Eligibility

5.1 Return Policy

5.1.1 Customers must notify us of any return request within 2 working days of receiving their EMS delivery.

5.1.2 To qualify for a return, items must be:

  • Unused and in their original condition.
  • Returned in their original packaging, including tags, accessories, and any protective materials.
  • Free from odours, stains, or signs of wear.

5.1.3 Personalised or customised items (e.g., bespoke colour, added accessories, modified dimensions) are strictly non-refundable, unless defective due to a manufacturing error.

5.1.4 Returns initiated after the 2-working-day notification period will not be accepted.

5.2 How to Initiate a Return

5.2.1 Initiating a Return
To initiate a return, customers must email sales@strawbagcompany.com within 2 working days of receiving the product, clearly providing the following information:

  • Order number
  • A detailed reason for the return
  • Photographic evidence (if applicable)

5.2.2 Return Approval
Returns sent without prior approval from The Straw Bag Company will not be accepted. Please ensure you have received Return Authorization before proceeding.

5.2.3 Return Authorization
Customers must wait for a Return Authorization Email from The Straw Bag Company before shipping the product back. Unauthorized returns will not be processed.

5.3 Return Shipping Costs and Liability

5.3.1 Customers are responsible for covering all return postage costs, unless the return is due to:

  • A verified manufacturing defect.
  • An incorrect item sent due to our mistake.

5.3.2 We strongly recommend that customers use:

  • A trackable and insured shipping service for returns.
  • Proper protective packaging to prevent damage during return transit.

5.3.3 The Straw Bag Company does not accept liability for:

  • Lost or stolen return parcels.
  • Returns that arrive damaged due to improper packaging by the customer.

5.3.4 If a return parcel is lost in transit, the customer must file a claim with their chosen courier.

5.4 Refund Process

5.4.1 Approved refunds will be processed within 7 working days after we receive and inspect the returned item.

5.4.2 Refunds will be issued to the original payment method used for purchase.

5.4.3 Shipping costs originally incurred by us will be deducted from the refund unless the return is due to an error on our part.

5.4.4 Refunds cannot be processed if:

  • The returned item does not meet the eligibility requirements.
  • The product has been used, damaged, or altered by the customer.
5.5 Items Not Eligible for Return or Refund

The following items cannot be returned or refunded:

  • Minor variations in colour, shape, texture, or weave pattern (as per our Product Variations Policy).
  • Customised or personalised products.
  • Natural odours inherent to straw or water hyacinth materials.
  • Packaging damage during transit (as covered in Section 4.4).
  • Items damaged due to improper handling, misuse, or failure to follow care instructions.
5.6 Incorrect or Damaged Items

5.6.1 If your order arrives damaged, defective, or incorrect, you must:

  • Email sales@strawbagcompany.com within 2 working days of receiving the package.
  • Provide clear photographic evidence of the damage or issue.

5.6.2 Claims made after 2 working days will not be accepted.

5.6.3 If the claim is approved, we will:

  • Replace the damaged or incorrect item at no additional cost.
  • Offer a refund or store credit, depending on the situation.
5.7 Refused, Unclaimed, or Returned Parcels

5.7.1 If a parcel is returned to us due to:

  • Failure to collect the package from the postal office or delivery centre.
  • Refusal of delivery by the recipient.
  • Failure to pay customs duties or taxes.
  • An incorrect or incomplete address provided by the customer.

The customer must cover the cost of re-delivery.

5.7.2 If the customer does not wish to pay for re-delivery, the order will be treated as a return, and:

  • Shipping costs will be deducted from any refund.
  • A restocking fee may apply.
5.8 Chargebacks and Payment Disputes

5.8.1 The Straw Bag Company will not accept or honour chargebacks unless the customer has first attempted to resolve the issue directly with us via sales@strawbagcompany.com.

5.8.2 Chargebacks initiated without prior communication may result in:

  • Immediate account suspension.
  • Future orders being declined.
  • The Straw Bag Company contesting the chargeback with supporting evidence, including:
    • Proof of order confirmation and payment.
    • EMS tracking information confirming delivery.
    • Photographic records of the product before dispatch.

5.8.3 Customers who abuse chargeback protections may be permanently banned from future purchases.

5.9 Right to Refuse Returns

5.9.1 The Straw Bag Company reserves the right to reject returns that do not comply with our return policy, including:

  • Late notifications beyond the 2-working-day period.
  • Used, worn, or altered products.
  • Returns missing original packaging or accessories.
5.10 Return Inspection and Approval

5.10.1 All returned products will undergo a thorough inspection before any refund or exchange is approved.

5.10.2 Refund approval is at our sole discretion. If a returned item is:

  • Found to be damaged, used, or altered, the return will be denied and sent back at the customer’s expense.
5.11 Exchanges

5.11.1 The Straw Bag Company does not offer direct exchanges. If you wish to exchange an item:

  • You must first return the original product (if eligible).
  • Then, you can place a new order for the replacement item.

5.11.2 Customers are responsible for all shipping costs associated with the exchange unless due to an error on our part.

5.12 Late or Missing Refunds

5.12.1 If you have not received a refund after 7 working days, first check with your:
Bank or card provider (as processing times may vary).
PayPal account (if applicable) for pending transactions.
5.12.2 If your refund still has not been processed, contact us at sales@strawbagcompany.com for assistance.

5.13 Abuse of Returns Policy

5.13.1 Customers who repeatedly abuse the returns process, initiate unjustified chargebacks, or engage in refund fraud may:

  • Be restricted from future purchases.
  • Have their account flagged for fraudulent behavior.
  • Be reported to their payment provider for misuse of chargeback services.
5.14 Communication Regarding Returns

5.14.1 All return-related communications must occur via email at sales@strawbagcompany.com for accurate record-keeping.
5.14.2 Returns, refund requests, or complaints initiated through social media or by phone will not be processed.

6.1 General Cancellation Policy

6.1.1 Orders can only be cancelled before dispatch. Once an order has been processed and shipped via EMS, cancellations are not permitted.
6.1.2 If a cancellation request is received after dispatch, the order must be processed as a return under our Returns and Refunds Policy (Section 5), and the customer will be responsible for all return shipping costs.
6.1.3 Due to the handmade nature of our products, many items are made-to-order or customised, meaning cancellation requests must be made promptly to prevent:
Material waste.
Labour costs already incurred.
Production delays for other customers.
6.1.4 If your cancellation request is received after EMS shipping has been dispatched, we will not issue a refund under any circumstances.

6.2 How to Request a Cancellation

6.2.1 To request a cancellation, customers must send an email immediately to sales@strawbagcompany.com with:
The order number.
A written cancellation request, stating the reason.
6.2.2 Cancellation requests via social media, phone calls, or live chat will not be accepted.
6.2.3 A cancellation request is not guaranteed until you receive written confirmation from The Straw Bag Company.
6.2.4 If an order is already in production or dispatched, it cannot be cancelled, and no refunds will be issued.

6.3 Cancellation of Bespoke Orders and Custom Accessories

6.3.1 Bespoke, made-to-order, or customised bags (including those with specific colour choices, handles, or added accessories) cannot be cancelled once production has started
6.3.2 Once a customer confirms their colour selections or accessory choices, these cannot be changed or modified.
6.3.3 If a bespoke order is cancelled before production begins, a 30% non-refundable production fee will be applied to cover:
Material sourcing costs.
Labour has already undertaken.
Administrative processing fees.
6.3.4 If production has already started, the order cannot be cancelled or refunded under any circumstances.

6.4 Refund Process for Cancellations

6.4.1 If a cancellation request is approved before dispatch, a refund will be processed within 5-7 working days.
6.4.2 Refunds will be credited back to the original payment method used at checkout.
6.4.3 If a cancellation request is received after EMS shipping has been dispatched, we will not issue a refund.
6.4.4 Refunds will not be issued for bespoke orders where production has already started.
6.4.5 If a refund is processed for a cancelled order, the customer will receive a refund confirmation email.

6.5 Cancellation Due to Customer Error

6.5.1 If an order is placed with incorrect details (such as a wrong address, incorrect product selection, or incorrect contact details), the customer must contact us immediately to attempt to correct the issue.
6.5.2 If an order has already been processed or shipped, The Straw Bag Company is not responsible for errors caused by:
Incorrect shipping addresses provided by the customer.
Incorrect product selections made during checkout.
Failure to notify us of any mistakes before dispatch.
6.5.3 If an incorrect shipping address results in a returned or undelivered parcel, the customer will:
Be responsible for all re-delivery fees.
Not be eligible for a refund if they choose not to pay for re-delivery.

6.6 Right to Cancel Orders

6.6.1 The Straw Bag Company reserves the absolute right to cancel any order at its discretion and issue a full refund in cases including, but not limited to:
Product unavailability (e.g., discontinued or out-of-stock items).
High-risk or fraudulent transactions.
Suspicious bulk orders from a single customer without prior notice.
Shipping to high-risk or restricted destinations (as outlined in Section 3.3).
Failure to provide requested identity verification for fraud prevention.
6.6.2 If an order is cancelled due to a fraud risk or suspicious transaction, The Straw Bag Company reserves the right to request additional verification before processing any future orders.
6.6.3 Customers whose orders have been cancelled due to violations of our Terms may be banned from future purchases.

6.7 Non-Refundable Processing Fees

6.7.1 Orders cancelled due to high-risk payment issues or unverified fraudulent activity may be subject to a non-refundable processing fee of up to 10% of the order value to cover:
Transaction fees imposed by Stripe or PayPal.
Administrative processing costs.
6.7.2 Customers who initiate multiple cancellations or refund requests may be subject to additional account verification or restrictions

6.8 Chargebacks and Payment Disputes on Cancelled Orders
6.8.1 If a chargeback is initiated on an order that was successfully cancelled and refunded, The Straw Bag Company will: Challenge the dispute with documented proof of the refund. Provide Stripe or PayPal with evidence of the refund transaction and customer correspondence. 6.8.2 Customers who falsely claim non-receipt of refunds may: Be permanently restricted from making future purchases. Be reported to their payment provider for fraudulent chargeback activity. 6.8.3 The Straw Bag Company reserves the right to decline future orders from any customer who abuses chargeback policies.
7.1 Warranty Coverage

7.1.1 The Straw Bag Company provides a limited warranty that covers manufacturing defects only.
7.1.2 This warranty applies strictly to material or craftsmanship faults that affect the bag's functionality, including:
Structural defects in weaving or stitching.
Loose or broken handles or straps upon delivery.
Significant defects in fastenings, buttons, or zippers.
7.1.3 The warranty does NOT cover:
Accidental damage or improper use.
Normal wear and tear (e.g., fraying, colour changes, softening of materials over time).
Damage due to environmental exposure (water, sunlight, humidity, mould, excessive heat, etc.).
Issues caused by misuse, mishandling, or improper storage.
7.1.4 Warranty claims must be submitted within 2 working days of delivery (See Section 7.3).

7.2 Exclusions from Warranty

The warranty DOES NOT apply in the following cases:
Normal Wear and Tear:
Softening of natural straw fibres with use.
Slight fraying of weave or handles over time.
Changes in colour due to oxidation, natural fading, or prolonged exposure to air and light.
Damage Due to Improper Handling or Use:
Overloading the bag beyond its weight limit, causing stretching or structural weakening.
Carrying excessively heavy items leading to strain on stitching or material.
Accidental damage (e.g., crushing, excessive bending, tearing).
Environmental and Storage Damage:
Exposure to water, rain, or excessive moisture, leading to warping, discolouration, or mould growth.
Staining or deterioration caused by improper storage conditions (e.g., storing in damp or humid environments).
Prolonged exposure to direct sunlight causes fading or drying out of fibres.
Customer Modifications or Repairs:
DIY alterations such as additional stitching, re-colouring, or applying chemicals.
Third-party repairs or modifications made to the bag.
Customised or Bespoke Products:
Products altered to the customer’s specifications (e.g., specific colours, custom sizes, personalised accessories) are final sale.
7.2.1 If a claim falls under any of the above exclusions, the warranty will be void, and no repair, replacement, or refund will be offered.

7.3 Warranty Claims – Notification Period

7.3.1 If you believe your bag has a manufacturing defect, you must notify us within 2 working days of delivery by contacting sales@strawbagcompany.com with the following:
Your order number.
Clear photographic evidence of the defect (multiple angles of the issue).
A detailed description of the problem and when it was noticed.
7.3.2 If your claim is submitted after the 2-working-day period, it will not be accepted.
7.3.3 If the claim is approved, The Straw Bag Company will:
Offer a repair, replacement, or partial refund, at our discretion.
Notify the customer of the next steps for returning the product (if required).
7.3.4 If a claim is rejected, the customer will be notified via email with a full explanation.

7.4 No Daily Use Warranty

7.4.1 After the 2-day inspection period, no warranty is provided for daily wear and tear, as our products are handmade using natural materials that naturally evolve with use.
7.4.2 Due to the nature of the woven structure, minor movements in the weave or softening over time are expected and are not considered defects.
7.4.3 Unlike mass-produced, machine-made products, The Straw Bag Company’s items are carefully handcrafted using traditional techniques. Each bag is unique and should be handled with care.
7.4.4 With proper care, your bag will last for years, but The Straw Bag Company does not guarantee durability beyond the initial inspection period, as customer usage and handling vary.

7.5 Care Instructions and Customer Responsibility

7.5.1 Customers must follow the detailed care instructions provided with their purchase to maximise the durability and lifespan of their straw bag.
7.5.2 Recommended Care Guidelines:
Keep Out of Water or Rain:
Natural straw absorbs moisture, which can cause weakening, warping, or mould growth.
Avoid using your bag in wet, humid, or rainy conditions.
Store in a Cool, Dry Place:
Store in a well-ventilated area when not in use.
Avoid storing in damp locations such as basements or poorly ventilated closets.
Avoid Prolonged Direct Sunlight:
Excessive UV exposure can dry out the fibres, making them brittle over time.
When storing, keep in a shaded area or use a fabric dust bag.
Do Not Overload:
Excessive weight can cause the weave to stretch, handles to weaken, or stitching to fray.
Use your bag for lightweight essentials, not heavy books, laptops, or groceries.
Cleaning and Maintenance:
Gently wipe with a soft, dry cloth to remove dust or debris.
Avoid using harsh detergents, chemicals, or excessive water.
7.5.3 Failure to follow these care instructions will void any warranty claims.

7.6 Warranty Limitations

7.6.1 The warranty is non-transferable and only applies to the original purchaser.
7.6.2 The Straw Bag Company is not liable for indirect or consequential damages, including:
Incidental damage caused by improper use.
Loss of personal belongings stored inside the bag.
Emotional or financial loss resulting from a defective product.
7.6.3 Customers must cover all return shipping costs for warranty claims, unless the defect is confirmed by The Straw Bag Company.
7.6.4 If a return is required for warranty purposes:
The customer must use a trackable and insured postal service.
The Straw Bag Company is not responsible for lost or damaged return parcels.

Limitation of Liability

8.1 General Liability Limitations

8.1.1 The Straw Bag Company is not liable for any direct, indirect, incidental, consequential, or punitive damages resulting from:
Improper or unintended use of our products.
Failure to follow provided care instructions.
Shipping delays or delivery issues caused by third-party couriers.
Acts of negligence, misuse, or accidents by the customer.
8.1.2 Our liability is strictly limited to the purchase price of the product.

8.2 Shipping and External Factors

8.2.1 The Straw Bag Company **is not responsible for issues arising due to: **
Shipping carrier errors (e.g., EMS misdeliveries, incorrect tracking updates).
Customs clearance procedures in the destination country.
Lost or stolen parcels after delivery confirmation from EMS.
8.2.2 Customers acknowledge that shipping timelines are estimates and that The Straw Bag Company is not responsible for financial loss due to delivery delays

8.3 Failed Deliveries and Chargebacks

8.3.1 Once a package has been handed over to EMS, it is the sole responsibility of the courier. The Straw Bag Company is not liable for failed deliveries, lost packages, or courier errors beyond our control.
8.3.2 If a package is marked as “Delivered” by EMS but the customer claims non-receipt, The Straw Bag Company is not responsible for refunding or replacing the order. Customers must contact EMS and their local postal service to resolve the issue.
8.3.3 Chargebacks or disputes claiming non-receipt of goods will be challenged using EMS proof of dispatch, tracking details, and photographic evidence of packaging before shipment.
By purchasing from The Straw Bag Company, you acknowledge and accept these limitations of liability.

Intellectual Property Rights

9.1 Ownership of Website Content

9.1.1 All content on www.strawbagcompany.com, including but not limited to:
Product images.
Logos and branding.
Descriptions and written content.
Website design and graphics.
Is the sole property of The Straw Bag Company and is protected under the UK and international copyright laws.

9.2 Restrictions on Use

9.2.1 Customers are not permitted to:
Copy, distribute, reproduce, or republish any website content without express permission.
Use our trademarks, logos, or branding for commercial purposes without authorisation.
Create derivative works from our website materials.
9.2.2 Any unauthorised use of our intellectual property may result in legal action.

Privacy Policy and Data Protection

10.1 Compliance with UK Data Protection Laws

10.1.1 The Straw Bag Company complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018 in processing customer data.
10.1.2 By purchasing from our website, you agree to the collection, use, and storage of your personal information in accordance with our Privacy Policy

10.2 Information We Collect

10.2.1 We collect the following information to process orders and improve customer experience:
Name, billing, and shipping addresses.
Email address and phone number.
Payment details (processed securely via Stripe; we do not store payment details).
10.2.2 We do not sell, trade, or share customer data with unauthorised third parties.

10.3 Customer Rights

10.3.1 Customers have the right to:
Request access to their personal data.
Request corrections or updates to stored information.
Request deletion of their data, where legally applicable.
10.3.2 Requests should be submitted in writing to sales@strawbagcompany.com

Dispute Resolution

This section outlines how customer complaints and legal disputes will be handled.

11.1 Complaint Resolution Process

11.1.1 If a customer has a complaint, they must:
First contact us via email at sales@strawbagcompany.com.
Provide clear details of the issue with supporting documentation or photos.
Allow up to 10 working days for a resolution.

11.2 Alternative Dispute Resolution (ADR)

11.2.1 If a dispute cannot be resolved through direct communication, we may recommend mediation via Alternative Dispute Resolution (ADR) in compliance with UK consumer rights laws.
11.2.2 If ADR is unsuccessful, disputes will be escalated to UK courts

Force Majeure

12.1 Definition of Force Majeure

12.1.1 Force Majeure
The Straw Bag Company shall not be held liable for any failure to perform its obligations under these Terms and Conditions due to circumstances beyond its reasonable control. This includes, but is not limited to:

  • Natural disasters, such as earthquakes, floods, hurricanes, wildfires, and other extreme weather conditions.

  • Pandemics, epidemics, and public health emergencies affecting business operations, supply chains, or shipping services.

  • War, terrorism, acts of aggression, riots, civil unrest, and military conflicts.

  • Government actions, including embargoes, trade restrictions, and regulatory changes affecting the ability to conduct business.

  • Industrial disputes, such as strikes, lockouts, or labor shortages, preventing the fulfillment of orders.

  • Supply chain disruptions, including shortages of raw materials, production stoppages, or delays caused by third-party suppliers.

  • Transport or courier failures, including EMS postal service disruptions, customs processing delays, or logistic breakdowns.

12.2 Impact on Orders and Shipping

12.2.1 Force Majeure Actions
In the event of a force majeure situation, The Straw Bag Company reserves the right to:

  • Suspend, delay, or cancel shipments without liability if our ability to dispatch orders is affected.

  • Modify delivery estimates, allowing for reasonable delays caused by unforeseen disruptions.

  • Offer partial refunds or store credit at our discretion if delivery is significantly impacted.

  • Prioritize customer communication to provide updates on order statuses and expected delays.

12.2.2 Customer Notification
If an order is delayed due to force majeure, The Straw Bag Company will make every effort to notify customers as soon as possible and provide alternative solutions where feasible.

12.3 Customer Acknowledgement

12.3.1 Customer Acknowledgment
By placing an order with The Straw Bag Company, the customer acknowledges and agrees that:

  • Force majeure events are beyond our control and do not constitute a breach of contract.

  • Shipping and delivery guarantees are subject to external conditions, including but not limited to those outlined in this section.

  • Refunds, replacements, or compensation are not automatically granted for delays caused by force majeure.

  • The customer must remain patient during unforeseen delays and work with us to find a reasonable resolution.

12.4 Limitation of Liability in Force Majeure

12.4.1 Under no circumstances shall The Straw Bag Company be held liable for:
Financial loss, including loss of business, profits, revenue, or opportunities due to delays.
Incidental costs incurred by the customer, including additional fees for customs, rescheduling deliveries, or purchasing alternative products.
Claims for compensation arising from disruptions caused by circumstances listed in this section.
12.4.2 If a force majeure event continues for an extended period, The Straw Bag Company reserves the right to cancel affected orders and issue refunds where appropriate, minus any costs already incurred.
By purchasing from The Straw Bag Company, you acknowledge and accept that force majeure events may impact normal business operations and shipping times, and you agree that The Straw Bag Company shall not be held responsible for any resulting delays or disruptions

Governing Law and Jurisdiction

13.1 Legal Framework

13.1.1 These Terms and Conditions, along with any related disputes or claims, shall be governed by and interpreted in accordance with the laws of England and Wales.
13.1.2 Any disputes arising from these Terms and Conditions shall be subject to the exclusive jurisdiction of the courts of England and Wales.

13.2 International Purchases

13.2.1 Customers outside the UK acknowledge that they are responsible for complying with their local laws and regulations when purchasing from The Straw Bag Company.
13.2.2 The Straw Bag Company shall not be liable for any legal restrictions, import bans, or regulatory issues arising in the customer’s country.

13.3 Resolution of Legal Disputes

13.3.1 Before initiating legal proceedings, customers agree to first attempt to resolve disputes through direct communication with The Straw Bag Company.
13.3.2 If a resolution cannot be reached, we may recommend Alternative Dispute Resolution (ADR) methods, such as mediation or arbitration, before escalating to court proceedings.
13.3.3 Any claim or dispute must be filed within six (6) months of the incident occurring, otherwise, it will be deemed invalid.
By purchasing from The Straw Bag Company, you agree that all legal matters shall be resolved in accordance with UK law and that disputes shall be handled in the courts of England and Wales.

Changes to Terms and Conditions

14.1 Right to Modify Terms

14.1.1 The Straw Bag Company reserves the right to update, modify, or amend these Terms and Conditions at any time. Any changes will take immediate effect upon publication on our website.
14.1.2 It is the customer’s responsibility to regularly review the Terms and Conditions to ensure continued agreement. Continued use of www.strawbagcompany.com after updates signifies acceptance of the revised Terms.

14.2 Notification of Changes

14.2.1 Where substantial changes are made to the Terms and Conditions, we will endeavour to notify customers via:
An announcement on our website.
An email notification to subscribed customers (if applicable).
14.2.2 The Straw Bag Company is not obligated to provide direct notification of minor amendments that do not materially affect customer rights. Customers should check this page periodically for updates

14.3 Retroactive Effect

14.3.1 Changes to these Terms will not apply retroactively to orders placed before the modification date unless required by law.
14.3.2 If a customer does not agree with the revised Terms, they must immediately discontinue use of the website and refrain from making further purchases.

14.4 Customer Agreement Before Ordering

14.4.1 Before placing an order, all customers must read and accept the full Terms and Conditions of The Straw Bag Company. Acceptance of these Terms is required to proceed with any purchase.
14.4.2 At checkout, customers will be prompted to confirm acceptance of the Terms and Conditions before completing their purchase. This confirmation serves as a legally binding agreement between the customer and The Straw Bag Company.
14.4.3 A mandatory checkbox will be presented at the shopping cart stage, prior to payment through Stripe. Customers must tick the box to confirm that they have read, understood, and accepted the full Terms and Conditions before proceeding with their purchase.
14.4.4 Customers must actively confirm acceptance of these Terms and Conditions at checkout. Failure to tick the acceptance box will prevent the transaction from being completed.
14.4.5 By confirming their acceptance of these Terms, the customer acknowledges that they:
Have read, understood, and agreed to abide by all Terms and Conditions.
Waive any claim of ignorance regarding the policies outlined.
Cannot dispute charges or initiate chargebacks based on failure to read these Terms.
14.4.6 Any customer who does not agree to these Terms must not proceed with an order.
By continuing to access www.strawbagcompany.com, you acknowledge and accept that The Straw Bag Company has the right to amend these Terms and Conditions as necessary to comply with changes in business operations, regulations, or industry standards.

Product Safety and Material Information

15.1 Water Hyacinth Material Safety

15.1.1 The Straw Bag Company guarantees that all products made from water hyacinth straw are safe for use and non-toxic to the wearer.
15.1.2 Water hyacinth is a natural plant-based material that undergoes a drying and weaving process to create durable bags. No toxic substances are used in the treatment or production of our straw bags.

15.2 Allergy Considerations

15.2.1 While extremely rare, individuals with plant-based allergies or sensitivities should exercise caution or not purchase from us. If you purchase a straw bag and any irritation occurs, we recommend that you discontinue using the water hyacinth straw bag.
15.2.2 The Straw Bag Company does not use chemical dyes or synthetic coatings in its natural water hyacinth bags, reducing the risk of allergic reactions.
15.2.3 Customers purchasing water hyacinth bags acknowledge that they are responsible for assessing suitability for personal use. The Straw Bag Company is not liable for personal allergic reactions or sensitivities.

15.3 Mould and Moisture Prevention

15.3.1 As a natural fibre, water hyacinth can absorb moisture. Customers must take precautions to store their bags in a dry, well-ventilated place to prevent mould or mildew.
15.3.2 If a bag becomes damp, it should be air-dried in a shaded area and not exposed to direct sunlight or heat sources.

15.4 Customer Responsibility for Proper Use

15.4.1 The Straw Bag Company is not liable for damage resulting from improper use, storage, or exposure to extreme environmental conditions.
15.4.2 By purchasing a product from The Straw Bag Company, customers acknowledge that natural materials require specific care, and failure to follow care instructions will void any warranty claims.
15.4.3 International customers are responsible for ensuring that water hyacinth products comply with local regulations. The Straw Bag Company is not liable for customs rejections or import restrictions.
By purchasing from The Straw Bag Company, you confirm that you understand the natural properties of water hyacinth products and accept responsibility for their proper care and maintenance.

16. Contact Information

For all queries regarding these Terms and Conditions, please contact:
Email: sales@strawbagcompany.com
Website: www.strawbagcompany.com

Agreement to Terms and Conditions

By using www.strawbagcompany.com, placing an order, or engaging with our services, customers agree to and accept all conditions outlined in these Terms and Conditions