Refund policy

Returns Return Policy

At Secondhandbags, we want you to be truly happy with your new designer piece. At the same time, every item we offer is unique — which is why we follow a clear and fair return policy.

Right of Withdrawal

For online purchases, we offer a 7-day return period.

The return must be requested in writing within 7 calendar days after delivery, and the item must arrive back with us within the same 7 days. Please note: the postmark alone is not sufficient — what counts is the arrival at our boutique.

This return right applies to orders placed through our online shop. Returns for in-store purchases are not possible.

Return Requirements

To accept a return, the following conditions must all be met:

The return request is made in writing within 7 days.
A reason for the return is provided.
The bag is in the exact same condition as sold.
The original/security tag is attached and undamaged.
All accessories are included (e.g. dustbag, box, cards).
The item has only been tried on at home, not worn outside.
The item is carefully packaged.

Returns for High-Value Items (from CHF 8,000)

For particularly valuable pieces — especially Hermès Birkin, Kelly, Constance, and other high-value items — additional return conditions apply. These protect our customers, our consignors, and the integrity of the item.

Returns must be reported within 48 hours of delivery.
The item must still arrive within the usual 7-day period.

Additional conditions:

The item must be completely unworn and in precisely the same condition.
All accessories must be included (box, dustbag, felt, rain cover, lock keys, strap, etc.).
The security/barcode tag must be attached and undamaged.
We recommend filming the unboxing to document any potential transport damage.
Refunds for these items may take 5–7 business days due to additional checks.
For very rare or extremely limited pieces, returns may be excluded; this will always be communicated clearly before purchase.

Return Process

1. Request the return
Email us within 7 days (48 hours for items above CHF 8,000) at info@terano.cn and include your order number, name, item, and return reason.

2. Package the item
Please pack the bag securely, including all accessories and the attached security tag.

3. Send the return to us

Secondhandbags AG
Rennweg 57
8001 Zürich
Switzerland

Return shipping costs are at your expense. We recommend insured and trackable shipping.

4. Inspection confirmation
Once received, we check the condition, accessories and tag. As soon as everything is confirmed, we send you a return confirmation.

5. Refund
After successful inspection, we refund the purchase amount to your original payment method. This usually takes 3–5 business days (or 5–7 days for items above CHF 8,000).

For PowerPay or Klarna purchases, the refund is processed directly via the payment provider.

Shipping costs can only be refunded if the error was on our side.

Important Notes

In-store purchases cannot be returned.
Late returns may be rejected and sent back.
The security tag must be attached and undamaged — without it, we cannot accept a return.
We cannot assume liability for loss or damage during return shipping.

We want you to love your bag 💛

If the condition doesn’t match your expectations or if anything feels unclear, please reach out anytime — we always aim for fair, warm, and uncomplicated solutions.
info@terano.cn