To be eligible for a refund, you need to complete our returns process within 30 days of purchase from haikubags.com. After that period and within 60 days of purchase, you will only be eligible to return an item for store credit. If you'd like to exchange a product, you'll need to complete the returns process and place a new order for the item you want.For step-by-step instructions, please go to: haikubags.com/returns-exchangesPlease note your package MUST have an RA (Return Authorization) number, assigned by us, written clearly on the outside of the box, otherwise we cannot guarantee that your return will be processed.If a product is returned in an unacceptable condition, it will be returned to you at your expense. Some examples of unacceptable conditions include bags that are stained, have an odd smell, are covered in pet hair, or are missing tags.