Refund policy

At Haul, we stand behind the quality of every bag and accessory we sell. If you're not completely satisfied with your purchase, we're here to make it right. Please read our refund policy carefully before initiating a return.

1. Eligibility for Refunds

To be eligible for a refund, your item must meet the following conditions:

  • The return request must be made within 14 days of the delivery date.
  • The bag or accessory must be unused, unworn, and in its original condition — free from scratches, stains, odors, or signs of use.
  • All original tags, dust bags, packaging, and accessories must be included.
  • The item must not be a final sale, clearance, or customized/personalized product.

2. Non-Refundable Items

The following items are not eligible for a refund or exchange:

  • Sale or discounted items marked as "Final Sale".
  • Customized or monogrammed bags and accessories.
  • Gift cards.
  • Items that show signs of use, damage, or alteration after delivery.

3. How to Request a Refund

To initiate a refund, please follow these steps:

  1. Email us at support@haul.com with your order number, the item(s) you wish to return, and the reason for your return.
  2. Our team will review your request and respond within 2–3 business days with return instructions.
  3. Pack the item securely in its original packaging to prevent damage during transit.
  4. Ship the item back to us using a track able shipping method. We recommend keeping your tracking number for reference.

4. Return Shipping Costs

  • Defective or incorrect items: Haul will cover the return shipping cost and arrange a prepaid label for you.
  • Change of mind returns: Return shipping costs are the responsibility of the customer.

5. Refund Processing

Once we receive and inspect your returned item, we will notify you via email about the status of your refund. If approved:

  • Refunds will be processed to your original payment method within 5–7 business days.
  • Please note that your bank or card provider may take additional time to reflect the refund in your account.
  • Original shipping charges are non-refundable unless the return is due to our error.

6. Exchanges

We offer exchanges for a different size, color, or style of the same bag, subject to availability. To request an exchange, contact us at support@haul.com with your order details and preferred replacement item. Exchanges follow the same eligibility conditions as refunds.

7. Damaged or Defective Items

If your bag arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number.
  • Clear photos of the damaged or defective item and its packaging.

We will arrange a replacement or full refund at no additional cost to you.

8. Contact Us

Have questions about your return or refund? We're happy to help!

Haul
Email: support@haul.com
We aim to respond within 2–3 business days.