REFUND & RETURNS POLICY
We pride ourselves in offering you, our buyers, a service orientated experience which sees buyers becoming friends and loyal supporters of our brand. For this reason our returns and refund policy is as user friendly, client orientated and assisting as possible towards you, our valued client. In order to grow our brand, service and products to provide only the best possible experience, we have the following policy in place to protect both our buyers, manufacturers and ourselves. We thank you for understanding and look forward to assisting you in finding your next favorite backpack.
Our policy lasts 28 days. If no query about a purchase was submitted within 28 days from date of purchase we unfortunately cannot offer you any refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you have received it.
It must also be in the original packaging. Therefore please ensure careful removing of your packaging when opening your product. All defective return disputes or queries must be done, indicating your concern, defect or reason in electronic writing and via our site or an email within 24 hours of taking delivery. Photos may be required.
Several types of goods are exempt from being returned. This includes orders with free shipping under the value of $20.00. Express shipping ( if available or applicable) is done with a fee which will also be considered exempt in most cases, however depending on the value of the items purchased, exceptions might be considered by our representatives.
We do evaluate and provide support of the following during your order;
– Order changes (within 3hrs or during processing times may be free) should you wish to change your order to a different address – this should be requested via support and might carry a $10 fee.
Additional non-returnable items:
* Gift cards
* Downloadable products
To complete your return, we require a receipt or proof of purchase as sent to your email address.
There are certain situations where partial refunds are granted: (if applicable)
* Items with obvious signs of use.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is disputed more than 14 days after delivery.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. This process can take up to 30 days depending on your bank, country or method of payment.
Late or missing refunds (Please follow our process in order to receive your refund.)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected] and we will assist as best we can in order to see your refund be processed.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and we will send you further instructions on our return process. This might include: physically taking and uploading of photos to our site or via email. Sending the package to our nearest support facility, post office and or being available during collection hours in order for shipping partners to collect the item.
Gifts (if applicable)
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should contact our support team in order to receive instructions on how to proceed.
We do not charge shipping costs for returning your item if it is factory defective. In cases where Express or premium shipping is offered and selected as delivery method by you, shipping costs are non-refundable unless explicitly stated or decided that such costs will be covered by us. Should you then receive a refund, the cost of return shipping will be deducted from your refund. Again, this is only if a method other than FREE shipping was used to ship the product. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.We don’t guarantee that we will receive your returned item. Again, please contact support should you have any queries or disputes.