What is Your Lifetime Warranty? Does it Apply to All Products?

We're all about supporting the pumping mama journey without any hassle! That's why we proudly offer a TRUE lifetime warranty on all our pump bags, cooler bags, wet/dry, and organization bags purchased on our website, through Amazon (US & Australia), our international distributors (contact them directly), and any retail partners (like DMEs and boutique stores).

Our LIFETIME WARRANTY covers all workmanship and materials for the original purchaser of our bags, cooler bags, wet/dry bags and accessory bags (and we offer an exceptional warranty on hands-free pumping clothing).

How it works? Once we verify your order and your issue falls within our warranty, we'll issue a store credit for the purchase price of your bag, allowing you to choose a replacement item or explore something new from our latest collection. Please note that any price difference in the bag you select, whether the same or something new and different, plus any taxes and shipping, are your responsibility.

We are not able to grant warranty claims for items that are purchased second-hand or items purchased during our bi-annual Outlet Sales. Thank you for understanding!

Is there anything the Lifetime Warranty doesn’t cover?

While our Lifetime Warranty has you covered for workmanship and materials on your pump bags, cooler bags, wet/dry, and organization bags, it doesn't include wear and tear on a well-loved item. Did your Kelly bag get a fabric scuff from accompanying you everywhere? While our Lifetime Warranty may not cover that, don't hesitate to reach out! We're always here with a smile, ready to see how we can assist you further -- our amazing customer service team can often help you troubleshoot stains, accidental breakage, etc. to resolution.

What is your exceptional Bra Warranty?

This warranty -- applicable to our bras and clothing with built-in bras -- covers 100% of the material and workmanship of your bra, ensuring you're fully supported in your pumping endeavors for 1 year from date of purchase. In the case of an approved warranty claim for your bra or bra-in-clothing purchase, we'll issue a store credit for the purchase price of your bra, allowing you to choose a replacement item or explore something new from our latest collection.

Please note that our Exceptional Warranty doesn't cover normal wear and tear resulting from standard use, such as stains, twisting, warping or breakage of bra clasps or hooks or Velcro, or any damage caused by the washing/drying process.

Do your warranties apply to purchases on Amazon or other retailers?

The Sarah Wells lifetime warranty on bags, coolers, wet/dry and accessory bags applies at any retailer where you purchased the bag new as the first owner (e.g., Amazon, boutique and brick-and-mortar retail stores, durable medical equipment providers, Walmart, Babylist), but does not apply if you bought your bag second-hand (e.g., from our authorized re-sale site, Facebook marketplace, from a friend, garage sale and so on).


Are Sarah Wells products eligible for HSA/FHA - Do you take these cards on your website?

YES, some are! We have authorization (HSA/FSA Merchant Category Code - 5047 Medical Supplies) to process HSA and FSA debit cards directly on our website (YAYYYYYYY).

Please note that the majority of our products and partner products qualify under the IRS "Lactation Expenses as Medical Expenses" authorization (Announcement 2011-14) but not everything we sell qualifies. Specifically, you may be able to use your HSA/FSA for:

• Breast pump bags with cooler compartments

• Breastfeeding bras

• Breastmilk cooler bags, wet/dry bags and organizer bags that have cooler bag capabilities

• Ceres Chill breastmilk chillers (coolers)

• Spare breastmilk ice packs for cooler bags

The types of items that may not qualify are: stickers, non-breastfeeding clothing (waterbottles, luggage tags), etc. If the products do not "assist lactation" they do not qualify. In this case you'll need to check out with those items separately using a standard payment method.

Please know that while we are authorized to accept HSA/FSA cards for eligible products, the decision to approve or deny a transaction is up to the card issuers and HSA/FSA plan. Your plan and card can still decline your purchase through our site, even if you're buying an eligible product. (For instance, some plans might require you to only purchase through a pharmacy provider that they partner with.)

If your card gets declined, or it is accepted but you are asked for additional information to substantiate the purchase, please reach out to us at customerservice@sarahwellsbags.com. We may not be able to facilitate that payment method through, but we can provide you with an itemized receipt and other information that you can use to validate the purchase and/or request a reimbursement after purchase with a standard payment method.

Can I checkout with 2 cards?

Our website platform is not able to accept 2 forms of payment, we are very sorry! If you're buying both HSA/FSA eligible and non-eligible items, simply check out twice to separate your purchases. Plus, if your combined total qualifies for our free shipping threshold but you encounter a shipping charge due to separate transactions, just reach out to us with both order numbers (one paid with HSA/FSA and one with a standard payment method - on the same day), and we'll happily reimburse the shipping fees.

Exchanges, Returns & Cancellations

How do I exchange my bra or bra-in-clothing items for another size?

If you already know what size you need, head to our Returns Center to make an exchange for a different size. (If you purchased our "Right Fit Exchange Guarantee" you'll have a FREE exchange, no extra shipping or handling costs; if you did not purchase this assurance with your original order, we'll charge a flat rate of $12 to cover your inbound and outbound exchange costs.) 

Need help picking the right size? Reach out to our team, they are experts in our product sizing and will help make sure you end up with the perfect size for you!

Please note: we do not take bra and bra-in-clothing exchanges on international orders -- we're sorry about this! Please ensure you have the right sizing ahead of international orders by consulting the size charts on our product pages or reaching out to customer service.

What is your returns policy?

While we aim for you to be head over heels in love with your Sarah Wells breast pump bag or accessories - it's not a problem if you need to make a return.

We offer a 30-day return policy on all new unused bags, coolers, wet/dry and organizer bags along with unworn bras and bra-in-clothing. For hygienic reasons, any bras or bra-in-clothing products that are returned must be unworn (other than to try on) and unwashed, in new condition, and in their original packaging.

Please note: any items marked "final sale" on our website, including but not limited to: merch (luggage tags, waterbottles, stickers, etc) as well as all seasonal items like our swim tops, and items from partner Ceres Chill, are not returnable.

How do I start the returns process?

Need help starting a return? All you have to do is visit our Returns Center and enter in the email address you used to purchase. You’ll receive a shipping label there, and we’ll refund you(minus the return shipping cost and $3 flat-rate processing fee per order)as soon as we get it back.

Returns after 30 days are not permitted and will not be refunded.

How do I return something I bought from this website?

We happily accept returns for products in new condition within 30-days of purchase. Follow this link to initiate your return, provided it falls within our return policy.

Please Note: Original shipping charges are non-refundable and we charge a $3 flat-rate return processing fee per order. This will be deducted from your refund amount. The remaining refund will be credited to your original payment method.

Returns after 30-days are not accepted and will not be refunded.

How do I return your products if I bought from amazon or another retailer?

Please follow the returns policy and returns process of the retailer from whom you purchased your Sarah Wells product; that being said, we always love to hear from our customers, wherever you shop our products, so please do not hesitate to reach out if we can help in any way!

How can I cancel my order?

We totally get it! Sometimes you find an order mistake or have a change of heart. We typically can cancel orders within an hour of the order being placed; please reach out to our epic customer service team ASAP if you have a problem and we'll see what we can do!

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