Refund policy

At Pacaroo, we stand behind the craftsmanship and quality of our gear. We want you to be completely satisfied with your purchase. That’s why we offer a 30-Day Risk-Free Trial & Money-Back Guarantee to ensure you can shop with absolute peace of mind.

If your backpack doesn't perfectly match your daily commute or outdoor adventure, we are here to help.

1. 30-Day Risk-Free Return Window

You have 30 days from the date you receive your item to request a return.

  • To be eligible for a standard return, your item must be in the same condition that you received it, unworn or unused, with tags still attached, and in its original packaging.
  • Please note: To initiate a hassle-free return process, you must contact our support team first. Returns sent back to us without prior communication and authorization will not be accepted.

 

2. How to Initiate a Return

We’ve made our return process straightforward and stress-free:

  • Contact Us: Reach out to our dedicated support team at support@pacaroo.com with your order number and the reason for your return.
  • Get Instructions: Our team will review your request within 24–48 hours and provide you with the exact, step-by-step return instructions and the appropriate return authorization.
  • Ship the Item: Depending on your specific situation, our team will guide you on how to handle the shipping process to ensure a smooth transaction.

 

3. Return Shipping Fees

  • For any returns caused by product defects, quality issues, or if the product does not match your expectations, we will cover the return process to ensure you don’t lose a single cent.
  • For change-of-mind returns, our customer service team will provide you with the most optimal and cost-effective return instructions upon request.

 

4. Refunds & Processing

Once your return request is processed and authorized by our team:

  • We will notify you immediately via email regarding the approval of your refund.
  • Approved refunds will be automatically processed and credited back to your original method of payment (Credit Card, PayPal, etc.) within 3–7 business days.
  • Note: The exact time for the funds to appear in your account may vary depending on your financial institution or credit card issuer.

 

5. Damages, Defects, and Wrong Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately at [support@pacaroo.com] with a photo of the issue. We will evaluate the matter instantly and make it right—at zero cost to you.

 

6. Contact & Return Center Information

For any questions regarding your order, refunds, or to start a return, please contact our global support team:

Customer Support Email: support@pacaroo.com

Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)

Global Fulfillment & Return Center: Haiya Mega Mall, Baoan District, Shenzhen City, Guangdong Province, China.