1. Quality Commitment and Scope
At DailyPackStore, we maintain rigorous quality control for all backpacks and bags. If an issue arises after delivery, please contact our customer service team at [email protected] promptly. We are committed to resolving legitimate concerns efficiently and fairly.
This Return Charter explains return windows, return shipping cost allocation, product condition requirements, refund timing, and special situations. It applies together with our Shipping & Delivery Policy. Nothing in this policy limits any mandatory rights available to you under applicable consumer law.
2. Return Windows at a Glance
All returns require pre-approval by our customer service team. Unauthorized returns will not be processed. The applicable window depends on the reason for return:
| Return Reason | Return Window | Who Covers Return Shipping? |
|---|---|---|
| Defective, damaged, incorrect item, or fulfilment error | 30 calendar days from receipt | DailyPackStore |
| Parcel confirmed lost or undeliverable by the carrier | 30 calendar days from confirmed delivery failure | DailyPackStore |
| Change of mind, incorrect size/style selected, or preference change | 14 calendar days from receipt | Customer |
Where mandatory consumer law provides a longer return or withdrawal period, that longer period will apply. For non-quality returns, the item must be unused, undamaged, and in its original packaging with tags, accessories, and documentation intact.
3. Return Shipping and Cost Allocation
To keep initial delivery charges transparent, we operate on a responsibility-based cost allocation:
A. If the return is due to DailyPackStore’s error (e.g., defective or damaged item, incorrect item sent, or a fulfilment mistake):
- We will cover the return shipping cost and provide a prepaid return label where applicable.
- The refund will include the item price, the original outbound shipping fee, and applicable taxes paid.
- No deductions will be made for the DailyPackStore-error return.
B. If the return is for a customer reason (e.g., change of mind, incorrect size or style selection, or a preference change):
- You are responsible for arranging and paying for the return shipping.
- Original outbound shipping fees are non-refundable.
- If your original order qualified for free shipping because it met the $79.00 threshold, and the entire order is returned for a customer reason, the standard outbound shipping fee of **$6.99 will be deducted** from the refund to cover the original delivery cost.
- Where applicable law permits and the amount has been disclosed to you prior to the return, non-recoverable import duties, VAT, or customs clearance fees actually incurred by DailyPackStore may also be deducted.
- No restocking fee will be charged.
4. Condition and Hygiene Standards for Backpacks and Bags
We want you to love your bag, but we also must protect the integrity of our inventory. For non-quality returns, backpacks and bags must be returned unused, undamaged, and in their original packaging with all tags, accessories, and documentation intact.
We recommend a dry-fit check indoors—trying the bag on briefly without removing tags and without outdoor use—before deciding whether to keep it.
For hygiene and product-integrity reasons, items that show the following signs may be refused for return:
- Visible signs of outdoor use, dirt, mud, or stains.
- Torn fabric, broken zippers, bent hardware, or damage caused after delivery.
- Exposure to odours (e.g., smoke, cooking, perfume, or deodorant).
- Presence of pet hair, dander, or makeup.
Quality-related returns (defects or transit damage) are assessed on their individual facts and are not subject to this hygiene restriction.
5. How to Start a Return
To request a return, email [email protected] with:
- Your order number.
- SKU or product name.
- Reason for the return.
- Clear photographs of any defect, damage, or incorrect item, where applicable.
Our team will respond within 24 hours on business days with detailed return instructions and, where applicable, a return authorisation (RA) number. Please do not ship the item until you have received our instructions. Use only the return address provided by our customer service team; packages sent to any other address, including the sender address on the parcel, cannot be processed.
6. Refunds and Exchanges
After we receive and inspect the returned item, we will process your refund or exchange promptly.
- Refunds are issued strictly to the original payment method (iDEAL, Bancontact, or BLIK). Refunds may take up to 7 business days to appear in your account after approval, depending on your bank or payment provider’s processing policies. We cannot redirect a refund to a different payment method or account.
- Exchanges are subject to product availability. If the requested replacement is unavailable, we will discuss an alternative or issue a refund where eligible.
7. Special Situations
- Lost or stolen packages during return transit: If you arrange return shipping yourself for a customer-reason return, you are responsible for the parcel until it is received by us; please retain proof of shipment and tracking information. If you use a prepaid label provided by DailyPackStore for a DailyPackStore-error return, we will handle the carrier claim process in accordance with the carrier’s terms.
- Non-DailyPackStore items: Do not include items not purchased from DailyPackStore in your return parcel. We cannot process or return such items, and we are not responsible for returning them to you.
8. Important Return Address Rules
Please use only the return address supplied by our customer service team. Packages sent to any other address—including the sender’s address on the package—cannot be processed and may be returned to you at your expense.
9. Contact Us
For questions about this Returns & Refunds Policy, or to initiate a return, please contact:
Urban Trek Luggage Company LLC
Address: 101 Brooks Dr, Brandon, MS 39042 USA
TEL: +1 7694285761
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524542