Refund policy

Last updated: 21 October 2026

30-day returns

If you’re not happy with your bag, you can return it within 30 days of delivery for a full refund or an exchange. You don’t need to give a reason.

Condition of returned items

Please return items unused, in their original condition, with any tags attached and in the original packaging. If an item comes back used or damaged, we may reduce the refund to reflect the loss in value, as UK consumer law allows.

How to return an item

1. Email info@rassen.shop with your order number and the item you’d like to return.
2. We’ll reply within 1–2 business days with your return instructions. We’ll email you a prepaid return label, so returning your item costs you nothing.
3. Pack the item securely and send it to: Rassen, Friedrichstr. 15, 95444 Bayreuth, Germany.

Please contact us before sending anything back, so we can match your parcel to your order.

Refunds

When your return arrives, we’ll check it and email you to confirm. Your refund is made to your original payment method within 14 days of us receiving the return. Your bank may take a further 3–5 business days to show it on your account. Delivery is free, so there is nothing to deduct for postage.

Exchanges

To swap for a different colour or style, tell us in your return email. Once your return arrives, we’ll send the new item free of charge, subject to availability.

Faulty, damaged or incorrect items

If your bag arrives faulty, damaged or isn’t what you ordered, email us within 30 days of delivery with your order number and a photo. We’ll arrange a free return and send a replacement or give you a full refund. Your rights under the Consumer Rights Act 2015 continue to apply after this period.

Cancelling an order

If you’d like to cancel before your order is dispatched, email us as soon as possible and we’ll refund you in full. Once an order has been dispatched, please follow the return steps above.

Your legal rights

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of delivery. Our 30-day policy gives you longer and does not affect your statutory rights.