RUG Backpack – Returns & Exchange Policy

Q: Can I return or exchange my item, or get a refund?

RUG Backpack only accepts returns or exchanges if:

The wrong item was sent to you, or

The merchandise is damaged upon receipt.

We are happy to accept returns within 7 days of receipt and issue a refund in the form of store credit, provided that:

In terms of colour, we make every effort to provide product images that accurately represent the true colours of our items. However, colour variations or discrepancies cannot be accepted as a reason for exchange or refund. If you have concerns about colour, style, texture, or size, please contact us in advance before placing your order.

Items must be unworn or unused, with original tags and packaging intact, and no signs of tearing or disassembly.

Items must not fall under the “excluded item” category, such as discounted or clearance products.

If the suspected defective product(s) do not meet the above conditions, RUG Backpack reserves the right to reject the claim and the decision will be final.

📩 Before shipping your return, please contact us at info@rugbackpack.com.

Items shipped without our prior consent may be refused upon delivery.

Returns or exchanges must include the original invoice and a return approval email.

Note: Customers are responsible for all return shipping costs and any applicable customs duties or taxes.

Q: What if I receive a defective or incorrect item?

If you receive a defective or incorrect item, we will be happy to replace it at no cost to you or issue a full cash refund (excluding bank handling fees and any exchange rate differences).

Please contact us at info@rugbackpack.com within 7 days of receipt, stating the issue and attaching relevant photos if possible.

If the case complies with our Warranty Policy, we will repair it free of charge.

Items shipped without prior consent may be refused upon delivery.

Q: What if my bag develops a fault after use?

Please contact us at info@rugbackpack.com to check whether the item can be repaired, stating the issue and attaching photos if possible.

If the case is covered under our Warranty Policy during the warranty period, we will repair it free of charge.

Items shipped without prior consent may be refused upon delivery.

Q: When will I receive my refund?

We will notify you once we have received and inspected your return, and confirm whether your refund is approved.

If approved, refunds will be processed to your original payment method within 10 business days.

Please note it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@rugbackpack.com.