return & exchange

  • Bag Exchange Policy

    • Exchanges are allowed within 7 days of purchase.
    • Items may be exchanged for another item of the same price.
    • You may also exchange for a higher-priced item, provided the price difference is paid.
    • If the exchanged item is of lower value, the price difference will be issued as store credit.
    • Sale or discounted items are not eligible for exchange.

  • We do not offer refunds for change of mind.

  • Exchanges for store credit are available within 7 days of receiving your item.

  • Items must be unused, in their original packaging, and include all tags.

  • Customers are responsible for shipping costs to send items back to us.

  • Final Sale Items: Items purchased at a discount, on sale, or as part of a promotion are final sale and not eligible for exchange or store credit.

  • All Carry Om bags are covered by a 10-year warranty against manufacturing defects.

    All Carry Om bags come with a special tag inside indicating date of manufacture. We use this as a guide for warranty claims.

    Currently, we only cover warranty within the Philippines. If you're traveling or now outside the Philippines, we can fix it at customer's courier expense.

    What’s Covered:

    • Manufacturing defects such as issues with stitching, zippers, straps, or structural integrity.

    What’s Not Covered:

    • Cosmetic issues such as fading, scuffs, or discoloration.

    • Prints on bags such as artwork, logo prints, or aesthetics markings that are printed on fabric such as DTF, silk screens, or other modes of prints and paints that are subject to natural wear and tear, peeling off.

    • Damage caused by wear and tear, misuse, overloading, or failure to follow care instructions.

    • Free bags or bags part of a giveaway program by Carry Om, without warranty cards.

    How It Works:

    • If a manufacturing defect is found within 10 years, we will repair your bag free of charge.

    • Courier Costs: Carry Om will cover courier fees if defect is within 3 months. Anything beyond, customer will cover courier costs to and from the repair facility.

  • We are not responsible for items damaged during transit to or from our facility. Customers are advised to use tracked and insured courier services for exchanges or warranty claims.

  • 1. Email us at om@carryom.com.ph with your order number, a description of the issue, and clear photos or videos of the defect.

    2. Once approved, ship the item to the provided address.

    3. Claims for exchanges will be processed within 7 business days, and warranty repairs may take up to 30 business days, depending on the issue.