Refund policy

Refund and Exchange Policy

  • Refunds

    • Change of Mind: Refunds are not offered for change of mind.

    • Eligibility for Refunds: Refunds are only provided for items that are defective, damaged upon receipt, or incorrect (e.g., wrong item sent). As an upcycled bag brand, please note that minor differences in appearance such as variations in straps, cords, zippers, or liners may occur. These do not qualify as defects, as they are a natural result of our low-production, sustainable process and do not affect the overall look or functionality of the bag.

    • Store Credit: Exchanges for store credit are available within 7 days of receiving your item.

    • Conditions: Items must be unused, in their original packaging, and include all tags.

    • Courier Costs: Customers are responsible for all shipping costs to send items back to us unless the return is due to our error (e.g., defective or incorrect item). Note that some items have minor 

    • Processing Time: For eligible refunds (e.g., defective or incorrect items), the amount will be issued to the original payment method (e.g., credit card, debit card, or other payment options) within 7-10 business days after the returned item has been received and inspected. Please note that your bank or payment provider may require additional time to process and post the refund to your account.

  • Exclusions
    • Final Sale Items: collaboration pieces are not part of exchange programs.
  • 10-Year Bag Guarantee

    • All OM bags are covered by a 10-year warranty against manufacturing defects, regardless of how they were acquired. This includes full-priced purchases, and discounted items. At OM, we believe all our bags are made equal, with the same quality, care, and commitment. No matter the price or promotion.

    • We strictly offer free repairs only for items with stitching defects or faulty hardware (e.g., zippers, buckles, or other components). Other concerns outside of these are not covered under our repair policy.

    • What’s Not Covered:
      • Cosmetic issues such as fading, scuffs, or discoloration. Chipped colors from hardware such as sliders (zipper pulls)
      • Fading artwork, creased prints on the bags.
      • Damage caused by wear and tear, misuse, overloading, or failure to follow care instructions.
      • Items purchased at a discount, on sale, or as part of a promotion.
    • How It Works:
      • If a manufacturing defect is found within 10 years, we will repair your bag free of charge.
      • Courier Costs: Customers are responsible for shipping costs to and from our facility.
  • How to Submit a Claim
    • Email us at om@carryom.com.ph with your receipt if purchased from an establishment or order number if purchased online, a description of the issue, and clear photos or videos of the defect.
    • Once approved, ship the item to the provided address.
    • Claims for exchanges will be processed within 7 business days, and warranty repairs may take up to 30 business days, depending on the issue.
    • Currently, warranty claims are only valid within The Philippines.

 

 

  • Paid Repair
    • For concerns not covered under the free repair policy—such as wear and tear, accidental damage, or non-defective component replacements—we offer a paid repair service. Customers may contact us to request an assessment and quote. This ensures your bag can continue to serve you while extending its life sustainably.

Our return and refund policy may change from time to time without prior notice to customers.