1. Quality Commitment and Return Framework
At KnapsackNest, we maintain rigorous quality control for all our backpacks and bags. Should any issues arise after delivery, please contact our customer service team at [email protected] promptly for assistance.
This Returns & Refunds Policy 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.
All returns require pre-approval by our customer service team. Unauthorised returns will not be processed.
2. Return Windows by Reason
The applicable return 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 | KnapsackNest |
| Parcel confirmed lost or undeliverable by the carrier | 30 calendar days from confirmed delivery failure | KnapsackNest |
| 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 change-of-mind returns, the item must be unused, undamaged, and in its original packaging with tags, accessories, and documentation intact.
3. Who Pays for Return Shipping
If the return is due to KnapsackNest’s error—for example, a defective or damaged item, an incorrect item sent, or a fulfilment mistake—we will cover the return shipping cost and provide a prepaid return label where applicable. In such cases, the refund will include the item price, the original outbound shipping fee, and applicable taxes paid, without deduction for the KnapsackNest-error return.
If the return is for a customer reason—for example, change of mind, incorrect size or style selection, or a preference change—you are responsible for arranging and paying for 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** may be deducted from the refund. Where applicable law permits and the amount has been disclosed to you, non-recoverable import duties, VAT, or customs clearance fees actually incurred by KnapsackNest may also be deducted. No restocking fee will be charged.
This cost allocation is designed to keep initial delivery charges transparent and charged only once, while ensuring that return costs are assigned according to responsibility.
4. Condition Standards for Returned Bags
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 an indoor fit check—trying the bag on briefly without removing tags and without outdoor use—before deciding whether to keep it.
For hygiene and product-integrity reasons, backpacks that have been worn outdoors, washed, soiled, stained, exposed to odours, or show visible signs of use may not be eligible for return. This includes torn fabric, broken zippers, bent hardware, or other damage caused after delivery. Quality-related returns are assessed on their individual facts and are not subject to this hygiene restriction where the issue is a manufacturing or transit defect.
5. How to Initiate 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 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. Refund and Exchange Processing
After we receive and inspect the returned item, we will process your refund or exchange promptly. Refunds are issued to the original payment method and 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 Scenarios
- Defective or damaged items: For manufacturing defects or carrier-caused damage, we will provide a prepaid return label where applicable and cover associated return costs. The refund will include the item price, original outbound shipping fee, and applicable taxes paid, without deduction for the KnapsackNest-error return.
- Customer remorse: For size, style, or preference changes, you are responsible for arranging and paying for return shipping. Original outbound shipping fees are non-refundable, and the deductions described in Section 3 may apply where permitted by law.
- Used or stained items: Products showing visible signs of wear, stains, odours, damage, or other use may be refused for return. We reserve the right to reject such returns and return the product to you at your expense.
- 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 KnapsackNest for a KnapsackNest-error return, we will handle the carrier claim process in accordance with the carrier’s terms.
- Non-KnapsackNest items: Do not include items not purchased from KnapsackNest. We cannot process or return such items.
8. Return Address and Parcel 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. Do not include any items not purchased from KnapsackNest in your return parcel.
9. Contact Us
For questions about this Returns & Refunds Policy, or to initiate a return, please contact:
Voyager Select Luggage Group LLC
Address: 400 22nd Ave, Meridian, MS 39301 USA
TEL: +1 6015132039
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524527