Return / Exchange Policy

Order is damaged/incorrect

Within 5 days after receiving the package, if you find the package is damaged or incorrect, please contact our customer service to send a detailed photo proving the order is damaged or incorrect. In this case, we will provide a free replacement order or a refund. If it is a replacement order, the freight will be paid by us. We normally arrange the refund in 1-2 working days, all the money will be refund via PayPal. 

Order not received
If your item has not arrived within 30 days for apparel products and 45 days for pillow covers, shoes, bedding after having ordered, contact one of our heroes through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.) 

Incorrect Delivery Address

Prosgifts.com ships all orders to the address provided by the customer. Customers are responsible for submitting all required address information. In the event that shipping information was incorrect or incomplete during the checkout process,prosgifts.com will not be responsible for any additional charges to reship or retrieve a package.

If you don’t like what you bought and want to return: 

      Return Conditions
    1. We only accept returns within 15 days after the customer receives the order.
    2. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s opened, used, damaged, or altered in any way. 
    3. Send us an email to sales@backpackline.com to contact our after-sales customer service. All returns must first be approved by our customer service team. We do not accept items returned directly without our approval.
    4. Choose the postal service to send back your return package. (Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit, we will not be responsible in such cases. If you are shipping an item over $75, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.)
    5. Please do not send your return to the address on your package. Our customer service will provide the return address.
              Return Shipping Fee

                You will be responsible for paying the shipping cost for the returned item.            Shipping costs are non-refundable. 

                Method of Refund

                  After receiving and checking the returned package, we will process the                refund within 7 working days. Refund will automatically be applied to your        credit card or original method of payment within 7 working days.

                  Late of Missing Refunds 

                    If you haven’t received a refund yet, first check your bank account again. 
              Then contact your credit card company, it may take some time before your refund is officially posted. 
              Next contact your bank. There is often some processing time before a refund is posted. 

                    If you’ve done all of this and you still have not received your refund yet, please sending us at email sales@backpackline.com.