Returns & Exchange Policy

Last updated: 9 October 2026

At Merracho Bags, we want you to be completely happy with your purchase and we take care to deliver products of the best quality. This policy explains the conditions and steps for returns, exchanges, cancellations and refunds on orders placed through our website.

1. Scope

This policy applies to:

  • all orders placed through our website or platforms; and
  • all products that are not specifically excluded in this policy or on the product page.

2. Returns

You may request a return if:

  • the product arrived damaged or defective;
  • you received the wrong product; or
  • you would like to return the product within the allowed period, provided it is unused and in its original condition.

To be accepted, a return must meet all of the following conditions:

  • the request is submitted within two (2) days of the delivery date;
  • the product is returned in its original packaging, with all tags, accessories and the invoice (if applicable); and
  • the product is unused and has not been damaged through misuse.

Tip: please check your order as soon as it arrives, so that any issue can be reported within the return period.

3. Exchanges

You may exchange a product if:

  • it has a manufacturing defect; or
  • you would like a different size, colour or model (where available).

Exchange conditions:

  • the request is submitted within two (2) days of the delivery date;
  • the product meets the return conditions in Section 2; and
  • the replacement product is available in stock. If it is not, you may choose another product or request a refund.

4. Items That Cannot Be Returned or Exchanged

The following cannot be returned or exchanged, unless they arrived damaged, defective or incorrect:

  • custom-made or personalised products;
  • products that have been used, damaged through misuse, or are not in their original condition and packaging; and
  • any product marked as non-returnable or final sale on its product page.

5. How to Request a Return or Exchange

  1. Contact us by email at [email protected] or by phone/WhatsApp at +962 79 504 2778.
  2. Provide your order number, your name, the reason for the return or exchange, and photos of the product (where requested).
  3. We will reply within two (2) business days with the next steps. Please do not send any item back before your request has been approved.

6. Inspection

Once we receive the returned product, we will inspect it to confirm that it meets the conditions of this policy, and we will let you know whether your return or exchange has been approved.

7. Shipping and Return Costs

  • If the return or exchange is due to our error or a defective product, Merracho Bags will cover the return and re-delivery shipping costs.
  • If the return or exchange is based on personal preference (for example, a change of size, colour or model), you are responsible for the return and re-delivery shipping costs.
  • Any additional fees for international shipping are the customer’s responsibility.

8. Refunds

  • Approved refunds are issued by bank transfer to the bank account you nominate.
  • Refunds are processed within two (2) to five (5) business days after we receive and inspect the product.
  • The time it takes for the amount to appear in your account may vary depending on your bank or payment provider.
  • Where the return is based on personal preference, the original delivery fee is not refundable.

9. Order Cancellation

  • You may cancel your order free of charge at any time before it is shipped.
  • Once an order has been shipped, it can only be cancelled under the return conditions above, and you will be responsible for the applicable shipping costs.

10. Contact Us

For any questions about this policy, please contact us:

By using our website and placing an order, you agree to this Returns & Exchange Policy, which forms part of our Terms & Conditions.

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