Refund & return policy
Thirty days, a prepaid label and no restocking fee. Last updated August 1, 2026.
The short version
If the pack isn't right, send it back within 30 days of delivery for a full refund or a free exchange. We email you a prepaid return label. There is no restocking fee and you don't pay return shipping.
What we can accept
- Unused packs in original condition with tags attached.
- Lightly used packs — genuinely, we accept these. Empty the pockets and shake out the crumbs.
- Any pack with a manufacturing defect, at any point in the 2-year warranty window.
What we can't accept
- Packs returned more than 30 days after delivery (defects excepted — see warranty below).
- Custom-monogrammed items, unless the embroidery itself is faulty.
- Packs with heavy staining, odour or damage caused by use rather than manufacture.
How to start a return
- Email returns@packprep.example with your order number, or use the contact form.
- We reply within one business day with a prepaid USPS label as a PDF.
- Put the pack in any box or mailer, tape the label on and drop it at any USPS location.
Exchanging for a different size or colour? Say so in your email and we'll ship the replacement as soon as your return scans — you don't wait for it to arrive back with us.
When you get your money back
We inspect returns within 2 business days of arrival and issue the refund the same day. Your bank then takes its own time to post it:
| Paid with | Refund appears in |
|---|---|
| Credit or debit card | 5–10 business days |
| Apple Pay / Google Pay | 5–10 business days (back to the linked card) |
| PayPal | 1–3 business days |
| Store credit | Immediately |
Refunds always go back to the original payment method. We refund the full merchandise price including any sales tax; original expedited shipping charges aren't refunded.
Damaged or wrong item
If we sent the wrong pack, or it arrived damaged, email a photo within 14 days of delivery. We ship a replacement immediately and you keep or recycle the original — no return needed.
2-year warranty
Separate from returns, every pack carries a 2-year warranty against manufacturing defects: blown seams, failed zippers, torn strap anchors and broken buckles. Send a photo and we replace the pack. Normal wear, stains and lost contents aren't covered.
Order cancellations
We can cancel an order any time before the shipping label is printed — usually a window of a few hours. After that, use the standard return process.
Questions
Email returns@packprep.example. A human replies within one business day.