Refund policy
Return and Refund Policy
Last updated: August 10, 2026
Thank you for shopping with STEPHIECATHY. This Return and Refund Policy applies to purchases made through stephiebags.com, operated by Stephiecathy LLC.
We want you to be satisfied with your purchase. Please review the following policy carefully before requesting a return, refund, or exchange.
1. 30-Day Return Policy
We accept eligible returns requested within 30 calendar days from the date your order is delivered.
To qualify for a return under our voluntary 30-day return policy, the item must be returned in substantially the same condition in which it was received.
Items should be unused, unworn, unaltered, and free from stains, odors, scratches, damage, or other signs of use beyond what is reasonably necessary to inspect the product. Original tags, protective materials, packaging, straps, accessories, dust bags, and other components supplied with the product should be included where applicable.
You must also provide your order number or other reasonable proof of purchase.
Returns requested more than 30 days after delivery are generally not accepted under our voluntary return policy unless the item is defective, incorrect, materially not as described, or applicable consumer law gives you additional rights.
Nothing in this policy limits any statutory consumer rights that cannot legally be excluded or restricted.
2. How to Request a Return
To start a return, contact our customer service team at:
Email: support@stephiebags.com
Please include your:
Order number, name used for the order, item you wish to return, and reason for the return.
If the item arrived damaged, defective, or incorrect, please also provide photographs showing the issue when reasonably possible so that we can assist you more efficiently.
We will review your request and provide return instructions.
For voluntary returns, please contact us before sending the item so that we can correctly identify and process your return.
This requirement does not restrict any statutory right of withdrawal or cancellation that applies to you under applicable consumer law.
3. Return Address
Unless our customer service team provides you with different return instructions, approved returns should be sent to:
Stephiecathy LLC
129 E 16th St
Leadville, Colorado 80461
United States
Please include your order number with the return whenever reasonably possible.
We recommend using a trackable shipping method and keeping your shipping receipt until your refund has been completed.
4. Return Shipping Costs
If you are returning an eligible item because you changed your mind, ordered the wrong item, no longer want the item, or for another reason that is not caused by an error on our part, you are responsible for the return shipping cost unless applicable law requires otherwise.
If you receive an item that is damaged, defective, materially not as described, or different from the item you ordered, STEPHIECATHY will cover reasonable return shipping costs where a return is required.
We do not charge a restocking fee for eligible returns.
Original shipping charges are generally not refundable for voluntary returns unless otherwise required by applicable law.
Where applicable consumer law requires us to refund standard outbound delivery charges, including certain EU/EEA and UK statutory cancellations, those legally required shipping charges will also be refunded.
5. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, defective, materially different from its description, or if you receive the wrong product, contact us at support@stephiebags.com as soon as reasonably possible.
We may request photographs or other reasonable information necessary to verify the problem.
After reviewing the issue, we will provide an appropriate remedy depending on the circumstances and applicable law. This may include:
A replacement, repair where appropriate, refund, or another legally required remedy.
If the problem is caused by us or the product was defective when supplied, we will not require you to bear reasonable return shipping costs where applicable.
Any request that you contact us promptly does not shorten or eliminate statutory rights that may apply to defective or non-conforming goods.
6. Items Not Eligible for Voluntary Returns
Under our voluntary 30-day return policy, we may refuse a return where the product has been materially used, worn, altered, intentionally damaged, improperly handled, or damaged after delivery by the customer.
We may also reduce or refuse a voluntary refund where substantial parts of the product or included accessories have not been returned.
These restrictions do not apply where doing so would conflict with mandatory consumer protection law, including rights relating to defective, damaged, incorrect, unsafe, or misdescribed products.
Inspecting a product in a reasonable manner does not automatically make it ineligible for return where applicable law permits such inspection.
7. Sale and Promotional Items
Unless an item is expressly identified as Final Sale before you complete your purchase, sale and promotional items are subject to the same return conditions described in this policy.
Any Final Sale designation does not affect statutory rights relating to products that are defective, damaged, incorrect, unsafe, or materially not as described.
8. Exchanges
If you would like a different product, style, or other variation, contact us at support@stephiebags.com.
Depending on inventory availability and the circumstances of your request, we may arrange an exchange or ask you to return the original item for a refund and place a new order.
We cannot guarantee that a particular replacement product will remain available while a return is in transit.
If an exchange is required because we sent the wrong product or because the product was defective when supplied, we will cover reasonable shipping costs associated with correcting the issue.
9. Refund Processing
After we receive your returned item, we will inspect it and notify you of the status of your refund.
For eligible voluntary returns, we normally initiate the approved refund within 5 business days after receiving and inspecting the returned item.
Refunds will generally be issued to the original payment method used for the purchase unless another method is agreed with you or required by applicable law.
Once a refund has been issued by us, your bank, credit card issuer, payment provider, or other financial institution may require additional processing time before the funds appear in your account.
We do not control your financial institution's processing time.
Where applicable law requires a refund within a specific statutory period, the legally required deadline will apply instead.
10. Original Shipping Charges
For ordinary voluntary returns made under our 30-day return policy, original shipping charges are generally non-refundable.
If your order qualified for free shipping, there is no original shipping charge to refund.
If you paid for expedited, premium, or upgraded delivery and applicable law requires us to refund delivery costs, we will generally refund only the amount corresponding to the standard delivery option unless applicable law requires otherwise.
If the return results from our error, an incorrect item, or a defective product, we will provide the refund or shipping reimbursement required under applicable law and this policy.
11. International Returns
Customers outside the United States may also request eligible returns under this policy.
Unless the return concerns a defective, damaged, incorrect, or materially misdescribed product, international customers are generally responsible for arranging and paying for return transportation unless applicable consumer law provides otherwise.
Customers should use a trackable return shipping method.
Any customs duties, import taxes, VAT, brokerage charges, or similar government charges associated with an international transaction will be refunded or handled according to applicable law and the rules of the authority or service provider that collected those amounts.
Please do not intentionally declare returned merchandise with inaccurate customs information.
12. Order Cancellations
If you wish to cancel an order before shipment, contact us as soon as possible at:
support@stephiebags.com
We will make reasonable efforts to cancel the order before fulfillment or shipment.
Once an order has already been shipped, we may be unable to stop the shipment. After delivery, you may request a return in accordance with this policy.
Where applicable law gives you an independent cancellation or withdrawal right, that statutory right remains unaffected.
For orders subject to applicable U.S. requirements, if we cannot ship within the time we represented to the customer, or within the time otherwise required by law, we will provide any legally required delay notice, cancellation option, or refund.
13. Lost or Undelivered Orders
If your tracking information indicates that your shipment has been lost or if your order has not arrived within a reasonable period after the estimated delivery timeframe, contact us at support@stephiebags.com.
We will review the shipment information and, where appropriate, work with the applicable carrier.
Where an order is confirmed lost or where applicable law requires a remedy for non-delivery, we will provide the appropriate replacement, refund, or other remedy.
If delivery is delayed beyond a legally applicable or agreed period, any statutory cancellation and refund rights available to the customer remain unaffected.
14. European Union and EEA Customers
If you are a consumer in the European Union or European Economic Area and EU consumer protection rules apply to your purchase, you generally have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the goods without giving a reason.
To exercise your statutory withdrawal right, you must communicate your decision to withdraw before the applicable withdrawal period expires.
You may notify us by emailing:
support@stephiebags.com
You may also use the Model Withdrawal Form included at the end of this policy, although use of the form is not mandatory where applicable law permits another clear statement of withdrawal.
After notifying us of your withdrawal, you must return the goods without undue delay and generally no later than 14 days after communicating your decision to withdraw, where EU law applies.
For a statutory change-of-mind withdrawal, you are responsible for the direct cost of returning the goods unless we have agreed to pay that cost or applicable law provides otherwise.
You may examine the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning. Where permitted by applicable law, you may be responsible for diminished value resulting from handling beyond what is reasonably necessary for that purpose.
Where EU law requires reimbursement following a valid statutory withdrawal, we will refund the payments required by law, including the cost of our least expensive standard outbound delivery option. We are not required to reimburse additional delivery costs resulting from your choice of a more expensive delivery method where applicable law permits that exclusion.
Where legally permitted, reimbursement may be withheld until we receive the returned goods or you provide evidence that you have sent them back.
Our voluntary 30-day return policy provides additional time beyond the statutory 14-day withdrawal period for eligible products, but it does not reduce or replace your statutory rights.
15. European Union Online Withdrawal Rights
For eligible online contracts with EU consumers, applicable EU rules from June 19, 2026 require traders that conclude covered distance contracts through an online interface to provide an easily accessible online withdrawal function during the applicable withdrawal period.
Where such statutory requirements apply to your purchase, use of the online withdrawal function is an additional method of exercising your withdrawal right and does not prevent you from using another legally permitted method, such as a clear withdrawal notice sent to us.
When a statutory online withdrawal function is used, confirmation of the withdrawal will be provided as required by applicable law.
16. United Kingdom Customers
If you are a UK consumer and applicable UK distance-selling consumer law applies to your purchase, you generally have the right to notify us that you wish to cancel an eligible online order within 14 days after receiving the goods, without needing to provide a reason.
After notifying us of the cancellation, you generally have another 14 days to return the goods.
For an eligible statutory cancellation, refunds will be made within the period required by UK law. Where applicable, this includes the price of the goods and the cost of the standard delivery method. If you selected a more expensive delivery option, any amount above the standard delivery cost may not be refundable.
For change-of-mind cancellations, you are responsible for the cost of returning the goods unless we have agreed otherwise or applicable law requires us to bear the cost.
You may inspect the goods in a manner reasonably similar to how you could inspect them in a physical store. Where permitted by law, a deduction may be made for loss in value resulting from handling beyond what is reasonably necessary.
Our voluntary 30-day return policy does not limit any rights available to you under applicable UK consumer law.
17. Customers in Other Jurisdictions
Consumer protection laws vary by country, state, province, territory, and region.
Nothing in this policy is intended to exclude, restrict, waive, or modify any consumer guarantee, warranty, statutory remedy, cancellation right, right of withdrawal, refund right, or other legal protection that cannot lawfully be excluded.
If a provision of this policy conflicts with mandatory consumer protection law applicable to your purchase, the mandatory legal requirement will prevail to the extent of the conflict.
The remaining provisions of this policy will continue to apply to the extent permitted by law.
18. Return Abuse and Fraud
We reserve the right, to the extent permitted by law, to reject fraudulent or abusive return requests.
Examples may include returning a product different from the product purchased, deliberately damaging a product after delivery, submitting false information regarding the condition or delivery of an order, or engaging in repeated conduct reasonably indicating return fraud.
This provision does not restrict customers from exercising legitimate statutory rights or making genuine claims regarding damaged, defective, incorrect, or non-conforming products.
19. Model Withdrawal / Cancellation Form
Consumers who have a statutory withdrawal or cancellation right may use the following form. Use of this form is optional unless applicable law provides otherwise.
To:
Stephiecathy LLC
129 E 16th St
Leadville, Colorado 80461
United States
Email: support@stephiebags.com
I hereby give notice that I withdraw from / cancel my contract of sale for the following goods:
Order number: ______________________________
Product(s): ________________________________
Order date: ________________________________
Date received: _____________________________
Customer name: ____________________________
Customer address: __________________________
Email address: _____________________________
Signature (only if this form is submitted on paper): __________________________
Date: _____________________________________
20. Contact Us
If you have any questions about returns, refunds, exchanges, cancellations, or this policy, please contact us:
STEPHIECATHY
Operated by Stephiecathy LLC
129 E 16th St
Leadville, Colorado 80461
United States
Email: support@stephiebags.com
Phone: +1 970-453-8080
Website: stephiebags.com