Replacement and Refund
Each Thella bag is made in small batches and passes through us before shipping. Here's how we handle things if something goes wrong.
Final sale on change of mind
We don't accept returns for color preference, sizing, or change of mind but we'll always make it right with a replacement if your bag arrives damaged, defective, or wrong.
If you want additional photos, fabric close-ups, or dimensions before you order, message us. We'd rather over-share than sell you a bag you won't love.
Replacement At No Cost
If your bag arrives with a defect, transit damage, or is not the color or item you ordered, we'll send you a replacement at no extra cost.
If we fail to deliver your order due to an error on our end, we'll send you a replacement bag at no extra cost -- no refund, no return needed.
Send the following to connect@bythella.com within 7 calendar days of your "delivered" date:
- a continuous unboxing video from sealed package through the full unboxing;
- photos of the defect, damage or wrong item; and
- your order number.
The video isn't a hurdle. It's how we confirm what happened in transit and hold our supplier accountable. Without it, we can't verify the claim or process the refund.
Once verified, we'll process your replacement and let you know as soon as it ships.
About the material
Thella bags are made from neoprene. Two things are worth knowing so you don't mistake them for defects:
- Creases. Neoprene creases when it's packed or stored without being filled. These settle out within a few days as the bag warms to your carry and takes shape. You can also use steam iron to smooth the creases out.
- A faint rubber scent. Neoprene can smell faintly of rubber when fresh, especially after longer storage. It airs out within the first few days of use.
Both are normal characteristics of the material, not faults, and aren't covered under the refund policy.
What's not covered
- normal wear after use;
- damage that occurs after unboxing;
- minor cosmetic variation that doesn't affect the bag's function; and/or
- lost or stolen packages marked "delivered" by the carrier - in these cases, please file a claim with your carrier.
If we can't ship your order
If an item is out of stock and we won't be restocking it, or you'd rather not wait, you can cancel for a full refund.
This doesn't apply to delays caused by carriers, customs, weather, or other external factors.
Warranties and terms
For warranties, limits of liability, and force majeure, see our Terms of Service. Placing an order means you agree to those terms.
Questions
Email connect@bythella.com - we usually reply within 24 hours.