EU Returns & Right of Withdrawal

The Healthy Back Bag | Nomii – EU Right of Withdrawal Policy For Customers in the European Union

If you are a consumer based in the European Union, you have a legal right to withdraw from your purchase within 14 days without giving any reason, in accordance with EU consumer protection law. This policy applies strictly to orders placed by EU consumers for personal use and does not affect your statutory rights under local consumer law.

 

1. Your Right to Withdraw

You have the right to withdraw from your order within 14 days of receiving your goods, without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of the day on which you, or a third party nominated by you, received the goods.

To do so, please contact us at:

Email: info@thehealthybackbag.co.uk

Please include your name and order number and clearly state that you wish to withdraw from your purchase.

 

2. Returning the Goods

Once you have notified us of your decision to withdraw, you must return the goods to us within 14 days.

Unless otherwise agreed, customers are responsible for the cost of returning goods to us.

Returned goods should be sent to the return address provided by our customer support team.

We recommend using a tracked service and retaining proof of postage, as returned goods remain your responsibility until they reach us.

 

3. Condition of Returned Goods

You may inspect the goods as you would in a physical retail store to establish their nature, characteristics and functioning.

However, if the goods have been handled or used beyond what is necessary for such inspection, we reserve the right to make a deduction from the refund to reflect any diminished value of the goods.

Examples include:

  • Visible wear, marks, dirt, or stains on the fabric or lining

  • Scratches or scuffs on hardware, zips, or buckles

  • Prolonged or active outdoor use

  • Missing or damaged original tags, packaging, or included accessories

  • Items returned in a condition that prevents them from being resold as new

4. Processing Your Refund

If you exercise your right of withdrawal, we will reimburse the payment received from you for the returned items and where required by law, the standard outbound delivery charge applicable to your order.

Please note:

  • We are not required to refund any supplementary delivery charges where you selected a premium or express shipping option.

  • We may reduce the refund if the value of the goods has diminished as a result of handling beyond what is necessary to inspect them.

  • Return shipping costs are the responsibility of the customer unless otherwise required by law.

Refunds will be processed using the original payment method, unless otherwise agreed, within 14 days of receiving the returned goods or receiving evidence that they have been returned, whichever is earlier, subject to our right to inspect the returned items.

 

5. Exclusions

The right of withdrawal does not apply to:

  • Personalised or custom-made items, where such goods are exempt under applicable law.

  • If a product has been made to your specification or clearly personalised, we reserve the right to refuse withdrawal or return requests where permitted by law.

6. Faulty or Defective Items

This policy covers voluntary change-of-mind cancellations under standard EU withdrawal law. If your bag arrives damaged, missing components, or develops a manufacturing fault, please contact us at info@thehealthybackbag.co.uk so we can resolve the issue under our warranty policy.

 

7. Contact Us

For any queries regarding your EU withdrawal rights or processing a return, please reach out to us:

The Healthy Back Bag Company
Unit 104, 90 De Beauvoir Road
London
N1 4EN

Email: info@thehealthybackbag.co.uk

Customer Service Hours: Mon–Fri, 9:00–17:00