Damaged, defective, or non-performing product?
We live for your stuff, and we stand behind ours. Our In the Bag Guarantee states that 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 scoutbags.com website. (See full details below.) Please note that if an identical replacement is not in stock or is no longer available, we will do our very best to replace your item with a like-item or an item of equal value. If you purchased your SCOUT product through another retailer—either in-store or online—please contact that retailer directly regarding any product issues.
Not lovin’ it or just had a change of heart?
Within 30 days of delivery, we’re happy to accept and process a full refund (exceptions: face masks, rugs, personalized/monogrammed items – see special notes below). All product must be returned in the same condition as when received: unused, unworn, unwashed, with all original tags still attached. (Returns that don’t meet these standards will not be eligible for refund.) We are happy to cover the return shipping costs.
To request a refund, please follow these steps:
- Complete and submit the online Return Request Form.
- Once your request is received and approved, our Customer Service team will email you a Return Authorization number (RA#) and a prepaid USPS return shipping label.
- Print the prepaid shipping label (note: label must be printed within 24 hours of receiving it to be activated), enclose the RA# and original purchase receipt with the items you're returning in a box/envelope, attach the prepaid label to your package, and drop it in the mail to us.
Once we receive your return, it may take up to 10 days to process a refund. Your patience is greatly appreciated.
Special note on gifts
If you received your SCOUT item as a gift, or do not have proof of purchase, your refund will be processed in the form of an electronic gift card.
Special note on face masks
Due to health/sanitation reasons, we are not able to accept face mask returns or exchanges. All face mask sales are final.
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 Teleties Hair Ties
If you have questions on care or issues with the SCOUT + Teleties collaboration products, please email email@example.com.
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.