1. Check your order
Please check your bags when they are delivered, when you receive them from the bus, or when you collect them from our headquarters at Motherland Mall. If something is wrong, tell us straight away.
2. Damaged, faulty or wrong items
If your bags arrive damaged, have a manufacturing fault, or are not what you ordered, contact us within 48 hours with your order number and photos. After we check, we will replace the items or refund them.
3. Cancelling an order
- Before we start preparing your order: call us to cancel and get a full refund.
- After your order is prepared or delivered: unused stock items in their original sealed packaging can be returned within 7 days for an exchange or refund.
4. Custom and printed orders
Bags made to your own size, color or printed with your logo are made only for you. Once production starts they cannot be cancelled or returned, unless they are faulty or do not match what you approved.
5. If we cannot fill your order
If a product is out of stock or we cancel your order for any reason, we refund the full amount you paid.
6. Payment problems
If we cannot confirm your payment from your screenshot, we call you before cancelling anything. If you paid twice or too much, we refund the extra amount.
7. How refunds are paid
Refunds go back the same way you paid — to the same Zaad or eDahab number in the same currency, or to your Amal Bank account — within 7 working days after approval. Bus fares paid to the bus company are not refunded by Sombags. We do not give cash refunds.
8. How to ask for a refund
- Call 3545 or 063-7928888, or email [email protected].
- Give your order number (for example SB-1042) and say what is wrong.
- Send photos if items are damaged or wrong.
- We reply and arrange collection, replacement or refund.