Refund policy

Made-to-order products

Every EBONYBAG item is made to order. We cannot accept a return or exchange for a change of mind after production has started. For name or text personalization, you may request a correction before your order is locked for production. You do not need to reply for the order to continue if the details are correct.

Photo orders

If you selected a photo option, we will review the image and send a proof when required. Production begins only after you approve the required proof. If we do not receive a response within 48 hours after the proof is sent, the order will be placed on hold and will not enter production.

Damaged, defective or incorrect item

Please contact cs@ebonybag.com within 7 days after tracking confirms delivery and include clear photos or video sufficient to verify the issue. If we or our supplier made the item incorrectly, our first remedy is a free remake. If a remake is unavailable, fails to resolve the issue or would be unreasonable, we may issue a refund to the original payment method.

Lost or not delivered

A package that is lost or not delivered is handled through the tracking and carrier investigation process and is not subject mechanically to the 7-day delivered-item deadline. Please contact us with your order and tracking information.

Reasonable exceptions

If a hidden defect or another reasonable issue is discovered after 7 days, our support team may review the case as an exception. The deadline is not used to reject a reasonable claim automatically.

Contact

Email cs@ebonybag.com. General first response target: within 1 business day. Active supplier or carrier cases should receive an update at least every 2 business days.