How do I return an item?

In the Bag Guarantee

We live for your stuff, and we stand behind ours. We will happily replace—free of charge—any damaged, defective, or non-performing SCOUT product within one year of original purchase, provided the product was purchased directly from our SCOUT.com website. (See full details below.) If you purchased your SCOUT product through another retailer—either in-store or online—please contact that retailer directly.

Unsatisfied with your online SCOUT purchase and want to return it? We’re sorry! Within 30 days of delivery, we will accept a full product refund. All products must be in the condition received with tags. You will be responsible for the additional shipping cost.

If you order a personalized product and it is incorrect based on your order details, we will replace it free of charge. However, if for some reason you do not like your personalized item, we cannot issue a refund. This is outlined in the Terms and Conditions Policy you must accept before purchasing. Please keep in mind, every bag is slightly different. Your item may not look exactly as the preview shows.

Due to the made-to-order quality of SCOUT rugs, we will not be able to accept rug returns or exchanges. All rug sales are final.

Face masks are final sale and cannot be returned or exchanged.

Not lovin’ it or just had a change of heart?

Within 30 days of delivery, we are happy to accept and process a full refund. All product returns must be shipped back to us at your expense, in their original condition, and with the original tags attached. (Please see below for special notes on gifts, personalized/monogrammed items, and rugs.) Please follow these steps to request a refund: 

1. Fill out this form for Customer Service to provide you with a Return Authorization number (RA#).
2. When you receive your email from Customer Service, please enclose the RA#, original purchase receipt, and product(s) inside the box, then ship to this address using your choice of shipping carrier:

SCOUT Returns 
RA# _________ 
c/o Bacova Guild, LTD
1000 Commerce Center Drive
Covington, VA 24426

Once we receive your return, it may take up to 10 days to process a refund. Your patience is greatly appreciated.

Damaged, Defective, or Non-performing Product?

Within one year of original purchase, we are happy to replace—free of charge—any damaged, defective, or non-performing SCOUT product, provided the product was purchased directly from our SCOUT.com website. If an identical replacement is not in stock or is no longer available, we will do our best to replace your item with a like-item or an item of equal value.

Please call SCOUT Customer Service at 877-435-7217 to request a replacement. 

Special note on gifts

If you received your SCOUT item as a gift, or you do not have proof of purchase, your refund will be processed in the form of an electronic gift card.

Special note on personalized/monogrammed items

If you ordered a personalized/monogrammed product and it is incorrect based on your order details, or damaged or defective, we will happily replace it free of charge. However, if for some reason you simply do not like your personalized item, we cannot issue a refund, as outlined in the Terms and Conditions Policy you accepted before purchasing. Please keep in mind, every bag is slightly different. Your item may not look exactly as shown online.

Special note on rugs

Due to the made-to-order quality of SCOUT rugs, we will not be able to accept rug returns or exchanges. All rug sales are final.

Special note on face masks

Face masks are final sale and cannot be returned or exchanged.