Refund policy
Refund / returns policy
Last updated: 19/09/2026
At Marta&ganchillo every bag is handwoven, one by one. We want you to be completely satisfied with your purchase, which is why we offer a 30-Day Guarantee.
Time frame
You have 30 calendar days from receiving your order to contact us if something is not right.
How it works
Write to us at martaganchillo@hotmail.com with your order number and the reason (defective product, damaged in transit, not what you expected, etc.). We always look for a solution by email first — usually we send you a new unit at no extra cost, without you needing to return the original item.
Conditions
- Contact us within 30 calendar days of receiving your order.
- Attach a photo of the product if possible (it helps us resolve it faster).
- As these are handmade artisan pieces, small variations in the weave or color are not considered manufacturing defects: they are part of the unique character of each bag.
Refunds
If the issue cannot be resolved with a replacement, we will process a refund within 5-10 business days, using the same payment method used for the purchase.
Contact
For any questions about this policy, write to us at martaganchillo@hotmail.com.