Instructions for Exchanges & Returns

Online Purchases

  • How to request a free exchange

    O bag products purchased online can be exchanged for free within 14 days of the date of receipt of the goods.

    Free exchange means the exchange of products that are presented intact, free of defects and not used by the final consumer who wishes to exchange the product for reasons of preference.

    The product can be exchanged for one of the same or a higher price, depending on availability.

    To request an exchange you must send an e-mail to customerservice@obag.eu to apply for Authorisation.

    O bag factory Spa reserves the right to request photographic evidence of the goods you intend to exchange or replace.

    Upon receipt of the authorisation, the goods must be sent within 14 days by courier or postal mail together with a copy of the order and the details of the new product you wish to receive (article, SKU, colour, size), to the following address:

    O Bag Factory S.p.A
    c/o via Austria 17 - 35127 Padova - Italia
    VAT 04849810280

    The shipping fees will be borne entirely by the Customer.

    O bag factory Spa reserves the right not to exchange returned goods that are damaged, incomplete or apparently used. O bag factory Spa may refuse unauthorised exchanges or returns.

    NB: You cannot exchange products purchased online at a physical O bag store and vice versa.

  • How to return a product

    In accordance with the Consumer Code, the Customer has a period of 14 days to withdraw from the contract (through any declaration sent by registered post or e-mail) from the date of receipt of the goods, and a further 14 days to return the goods and obtain a refund.

    To request a return you must send an e-mail to customerservice@obag.eu to apply for Authorisation.

    O bag factory Spa reserves the right to request photographic evidence of the goods you intend to return.

    Upon receipt of the authorisation, the goods must be sent within 14 days by courier or postal mail together with a copy of the order and an explicit declaration stating the intention of returning the product and requesting a refund, to the following address:

    O Bag Factory S.p.A
    c/o via Austria 17 - 35127 Padova - Italia
    VAT 04849810280

    The shipping fees will be borne entirely by the Customer.

    O bag factory Spa reserves the right not to exchange returned goods that are damaged, incomplete or clearly used. If the product is not in the conditions indicated, O bag factory Spa we may deduct 10% from the amount due for the refund.

    O bag factory Spa reserves the right to reject unauthorised exchanges or returns.

    The refund, equal to the value of the returned product, is paid via PayPal for PayPal payments, or made by re-crediting the credit card for payments made with the Carta/SI payment gateway. In the case of payments made by cheque, please contact the Customer Service at the address customerservice@obag.eu to arrange for the refund.

    For more information please contact our Customer Service by sending an e-mail to:customerservice@obag.eu

  • How to replace a product in the case of a lack of conformity

    All O bag products come with a 2 year warranty.

    The replacement of O bag products purchased online that have non-conformities may be requested by sending an e-mail to customerservice@obag.eu, attaching one or more photos as evidence.

    Upon receipt of the authorisation and following the instructions provided, the goods must be sent within 14 days by courier or postal mail together with a copy of the order, the authorisation email and a copy of the receipt for the shipping fees, to the following address:

    O Bag Factory S.p.A
    c/o via Austria 17 - 35127 Padova - Italia
    VAT 04849810280

    The shipping fees will be borne entirely by O bag factory Spa.

    The refund of the shipping fees is paid via PayPal for PayPal payments, or made by re-crediting the credit card for payments made with the Carta/SI payment gateway.

  • How to change a product received that is different from the one ordered

    If you receive an O bag product different from the one ordered, you should proceed as above (see "How to replace a product in the case of a lack of conformity"), writing an email to customerservice@obag.eu within 14 days of delivery.

Purchases at multibrand stores - Authorised Retailers

In the case of purchases of O bag products at Authorised Retailers, free exchanges and replacements are permitted according to the terms set down by the Retailer.

NB: Exchanges and replacements are permitted only between stores in the same locality and through the same channel:

  • O bag single-brand store with all O bag single-brand stores in the locality
  • Multibrand with the same Multibrand
  • O bag outlet store with all O bag outlet stores in the locality
  • online with online (www.obag.eu).