Customer Care

Returns & Refund Policy

Last updated: June 2025

💛 We stand behind every PACKROO bag. If something isn't right upon arrival, we'll make it right quickly and fairly.

30-Day Return Window

We accept returns within 30 days of delivery under the following conditions. Items must meet the eligibility requirements below to qualify for a refund.

Eligible Returns

We accept returns for:

Unused, unopened items — item must be in its original condition with tags attached and original packaging intact.
Damaged or defective items — if your bag arrives with a manufacturing defect or was damaged in transit, we'll replace it or refund you immediately. A photo of the issue is required.
Wrong item received — if we shipped you the incorrect product, we'll sort it out at no cost to you.

Non-Eligible Returns

We are unable to accept returns for:

Items that have been used, washed, or worn — including bags that have been used at school or carried food.
Items returned after the 30-day window.
Items without original packaging where the item is not defective.
Items purchased through Amazon — please use Amazon's return portal for those orders.

How to Start a Return

Email support@packroo.shop with your order number and the reason for your return.
For defective or damaged items, include a photo.
We'll review and respond within 1–2 business days.
If approved, we'll send you a prepaid return shipping label.
Once we receive the item, your refund will be processed within 3–5 business days.

Refund Timeline

Approved refunds are processed within 3–5 business days of receiving your return. We refund the full product price to your original payment method. Depending on your bank or card issuer, it may take an additional 3–7 days to appear on your statement.

Exchanges

We do not offer direct exchanges at this time. If you received a defective item or the wrong product, we will send a replacement free of charge. For other situations, please initiate a return and place a new order.