Refund policy

We want you to be completely happy with your purchase. If something isn't right, we're here to help.

Please review the details below for our returns, exchange, and refund process.

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1. Returns for Unwanted Items

• We offer a 30-day return window from the date your order is delivered.
• To start a return or exchange, please contact our support team first at support@bysentinel.com for approval and instructions.
• Returned items must be unused, unworn, unwashed, and in their original packaging. Please include your full name, address, and order number in the parcel.
• Keep your proof of postage or tracking, as we cannot be responsible for lost parcels.
• Return shipping costs for unwanted items are non-refundable, and customers are responsible for the cost of sending items back to our UK returns address.

2. Cancelled Orders

• You may cancel an order within 6 hours of purchase if it has not yet been shipped.
• To cancel, email support@bysentinel.com with your order number.
• Once an order has entered the shipping system, it cannot be cancelled. Please allow the delivery to complete and then request a return.
• If a parcel is refused at delivery, the courier will dispose of it and a refund cannot be issued.
• Approved cancellations will be refunded within 3–5 working days, though some banks may take longer to show the refund.

3. Damaged, Defective, or Incorrect Items

• Please inspect your order as soon as it arrives and contact us immediately if it is damaged, faulty, or incorrect.
• We may request photo or video evidence to assess the issue.
• Once approved, faulty or incorrect items should be returned to our UK HQ for inspection.
• If confirmed defective, we will issue a full refund or replacement, including return postage costs.

4. Exchanges

• To request an exchange, email support@bysentinel.com and include "EXCHANGE" in the subject line.
• Our team will confirm stock availability and provide next-step instructions.
• All exchanges must be requested within 30 days of receiving your order.
• If the requested item is unavailable, we will offer an alternative or issue a refund.

5. Refunds

• Once we receive and inspect your return, we will confirm approval and process your refund to your original payment method.
• Refunds are usually completed within 3–5 working days after approval, though your bank or payment provider may take longer to display the funds.

6. Parcels Returned to Sender or Not Collected

• If your parcel is returned because the address provided was incorrect or the courier could not complete delivery and it was not collected within 7 days, the parcel will be destroyed by the courier and we will not be able to issue a refund or re-ship.
• Please check your shipping address carefully at checkout and collect any parcels promptly once notified.

7. Lost or Stolen Parcels

• If you believe your parcel is lost or stolen, please contact support@bysentinel.com.
• We will verify your shipping details and liaise with our logistics partner to investigate the issue.

8. Shipping Delays and Priority Processing

• If your parcel has not arrived within 30 working days of dispatch, you are entitled to a full refund.
• Orders with Priority Processing are handled first at our warehouse but follow standard delivery times once dispatched.

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We offer a Lifetime Warranty for factory defects on our Sentinel bags purchased from our official store. This warranty applies to the original purchaser and covers defects in materials or workmanship as received. 

"Lifetime" means the reasonable lifetime of the product under normal use, not the lifetime of the purchaser.

What Is Not a "Factory Defect"

This warranty does not cover:

• General wear and tear on synthetic leather: scuffs, scratches, edge wear, creasing, normal surface marks, colour change, minor abrasion over time
• Material ageing from environment: peeling, cracking, or delamination caused by prolonged heat exposure, heavy sun/UV exposure, moisture saturation, mold/mildew, improper drying/storage, oils, lotions, sunscreen, solvents, cleaners, or chemicals
• Damage from misuse or excessive load: including overstuffing; carrying sharp or heavy items that strain seams or hardware; forcing zippers; incorrect wear/adjustment of straps; use outside the intended purpose
• Accidental or external damage: including cuts, punctures, tearing from snagging/abrasion, impact/crush damage, heat/fire damage, pet damage, and other incidental damage
• Unauthorized repairs or modifications: including third-party repairs, alterations, added holes, dyeing/painting, replacement parts, or re-stitching by non-approved parties
• Loss, theft, or theft-related damage: including lost or stolen items, or damage caused by attempted theft
• Fit/comfort preference and cosmetic variation: including subjective fit/comfort concerns, and minor cosmetic/production variations (e.g., small differences in texture, finish, stitching alignment, or colour tone)

How We Assess Claims

We may request:

• Order number (or proof of purchase)
• Photos/video clearly showing the issue (plus the full product)
• A brief description of how and when the issue occurred

We will determine whether the issue is a covered factory defect acting reasonably and in good faith, based on the evidence provided. We may request return of the item for inspection in some cases.

Remedies

If a claim is approved, the remedy may include (at our option):

• Replacement (same item/colour if available; otherwise a comparable item)
• Store credit
• Refund of the purchase price (if replacement is not feasible)

This warranty covers the bag only and does not cover incidental or consequential loss (e.g., contents of the bag).

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