Refund policy
Returns
You have 30 days from the day your order is delivered to return it for a full refund.
Items must come back unused and in their original packaging, including any free gifts supplied with the order — the travel pump, the toiletry bag and any accessories. Return postage for change-of-mind returns is paid by you.
To start a return, email support@kabinbag.com with your order number. We'll reply with the returns address and instructions. Please don't send anything back before contacting us — we can't process a return we weren't expecting.
Refunds
Refunds are processed within 5 working days of your return reaching us, back to the original payment method. Your bank may take a further 3–5 working days to show the funds.
Original delivery charges are refunded in full where the whole order is returned within the 14-day statutory cancellation period. Where you chose an enhanced delivery service, we refund the cost of our standard service.
Faulty, damaged or not as described
That one's on us. Email a photograph with your order number and we'll cover the return postage and either replace the item or refund you in full — your choice, not ours.
Free gifts and the £20 gift card
Every KABINBAG Original comes with a travel pump, a toiletry bag and a £20 gift card at no extra charge.
If you return the bag, the free physical items must come back with it. Where they aren't returned, we deduct their stated value from your refund.
The £20 gift card is issued when your order is despatched. If you return the bag and the gift card is unused, it's simply cancelled. If you've already spent it, the amount you spent is deducted from your refund — otherwise the gift card would amount to £20 of goods on a cancelled order.
Gift card terms: one per order, valid for 12 months from issue, redeemable only at kabinbag.com, no minimum spend, not exchangeable for cash and not replaceable if lost. None of this affects your statutory rights below.
Items we can't accept back
We can't refund items damaged through use rather than a manufacturing fault, or items returned more than 30 days after delivery. This does not affect your statutory rights below.
Your statutory rights
This policy sits alongside your legal rights. It does not replace them and nothing here limits them.
Consumer Contracts Regulations 2013. You may cancel your order for any reason within 14 days of receiving it, and you then have a further 14 days to return the goods. We will refund you within 14 days of receiving the goods back, or of you providing evidence you have sent them.
Consumer Rights Act 2015. If goods are faulty, not as described or not fit for purpose, you may reject them for a full refund within 30 days of delivery. After 30 days and within six months you may ask us to repair or replace them.
Model cancellation form
You don't have to use this form — an email saying you wish to cancel is enough — but you may use it if you prefer. Complete and return it to us by email.
To: KabinBag, United Kingdom — support@kabinbag.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Order number: ______________________
Signature of consumer (only if this form is notified on paper): ______________________
Date: ______________________
Complaints
If you're unhappy with how a return has been handled, email us and we'll look at it again. If we can't resolve it between us, you can contact Citizens Advice on 0808 223 1133 or through their website.
