Refund policy

Last updated: 19 September 2026

1. Right of withdrawal — 14 days, free returns

You have 14 days from receipt of your order to inform us that you wish to withdraw, without having to give a reason. Return costs are at our expense.

You may handle your bag as you would in a shop, in order to check its nature, characteristics and proper functioning.

2. Diminished value: what is deducted, and how much

Beyond that simple check, you are liable for any diminished value of the goods resulting from handling other than what is necessary for that check (Article L221-23 of the French Consumer Code). We then apply a proportionate deduction, calculated on the price paid:

Condition of the bag on return	Deduction
As new, protective films still in place on the handles, the lock and the feet	0%
Protective films removed, no sign of use	15%
Light marks: fingerprints, micro-scratches, creases from handling	30%
Clear marks: visible scratches, soiling, colour transfer, deformation	50%
Odour (perfume, tobacco, animal), stains, missing accessory, bag worn outdoors	70%

Any deduction is justified in writing and accompanied by photographs of the bag as received. No deduction is applied if the bag comes back to us in the condition in which it was delivered to you.

3. How to proceed

1. Write to us at support@firkinjelly.com before the end of the 14 days, stating your order number.
2. We send you a return authorisation and a prepaid label. A parcel returned without authorisation cannot be matched to your order: its processing will be delayed for as long as it takes to identify it.
3. Send the bag back within 14 days of your request and keep your proof of postage. It alone is conclusive should the carrier lose the parcel.

4. Protecting your full refund

Keep the protective films, the dust bag and the original box until you are certain you are keeping your bag. This is not a condition of the refund: it is what guarantees that you get back 100% of your payment, with no deduction.

5. Refund

The refund is issued to your original means of payment, no later than 14 days after receipt of the returned bag, less any diminished value.

6. Damaged, defective or non-conforming product

This situation does not fall under the right of withdrawal but under our guarantees, and the procedure is different.

Report it within 48 hours of delivery to support@firkinjelly.com, attaching:

• photographs of the defect, of the whole bag and of the shipping label;
• where you have one, an unboxing video with no cuts, showing the parcel closed and then its contents.

These elements allow us to establish the origin of the damage and, where appropriate, to bring a claim against the carrier. They considerably speed up the handling of your file. Failing that, we examine your request on the basis of the material available.

A confirmed defect gives rise to replacement or full refund, at no cost to you.

7. Parcel refused, unclaimed or wrong address

A parcel refused on delivery, or not collected from a pick-up point within the period allowed by the carrier, is returned to us: we refund the price of the items, the shipping and return costs actually incurred remaining at your expense.

An incomplete or incorrect address that you have given us is your responsibility; a re-dispatch is charged at the applicable rate.

8. Delivery tracking

Every order is shipped with a named tracking number. A delivery confirmed by the carrier to the address you provided counts as receipt. In the event of a dispute, we request the proof of delivery from the carrier and pass it on to you.

9. What the right of withdrawal does not cover

The right of withdrawal does not apply to items personalised at your request, in accordance with Article L221-28 of the French Consumer Code.

10. Your rights

These provisions are in addition to the legal guarantees you enjoy — the guarantee of conformity and the guarantee against hidden defects — and do not replace them. No clause of this policy limits the rights the law grants you as a consumer.

A question before you send anything back? Write to us at support@firkinjelly.com. Our customer service replies seven days a week, weekends and public holidays included, within 24 to 48 hours, and always looks for the simplest solution for you.

Please open only one file per request and continue the exchange in the conversation already open: requests are handled in the order in which they are received, and repeated messages about an existing file delay its processing instead of speeding it up.

Version of 19 September 2026. This version applies to orders confirmed from that date onwards. The version in force on the date of your order is archived and will be provided to you on request. This policy is drafted in French; in the event of any discrepancy with a translated version, the French version prevails.