Returns & Exchanges

Returns

Our returns policy

We want you to love everything you purchase from Pacsafe and we stand by every item we make. If you purchased a product directly from pacsafe.co.uk and aren’t satisfied for any reason, simply return it to us unused within 14 days as you received it and we’ll issue you a refund for the product.

Return shipping costs are the responsibility of the customer, unless the product was damaged/defective when you received it.

What to do if you need to return a product:

Step 1:

Prep your return item(s) by printing and completing a Return Form. Include the order number and note the reason for return.

DOWNLOAD A RETURN FORM

Please note: If you don't have the order number, please include your name, email address and a description of the product.

Step 2:

Post your return to:

United Kingdom:

Pacsafe UK
12 Rest Bay Close
Porthcawl
Wales
CF36 3UN

International orders:

We apologise but we are unable to process exchanges for orders outside of the UK. If you have received a defective or incorrect item, please contact customercare@pacsafe.co.uk.

Step 3:

Once your return is received and checked you’ll get an email notification informing you that we’ve processed your refund. Depending on your payment method the refund will be completed in 5-7 business days. Your refund will be credited back to the original payment method (Credit Card, PayPal, Apple Pay).


Exchanges

To exchange an item for something else, you’ll need to return the item you would like to exchange back to us first. After we get the item back, we’ll send you an electronic coupon code for the equivalent value which you can use to place a new order.

Keep an eye on your inbox - the coupon code will be sent to the email address attached to the original order. We’ll also include the shipping cost for the original order in the value of the coupon code, so you don’t have to pay shipping twice. Please note, the cost to ship back the original item is your responsibility.

What to do if you need to exchange a product:

Step 1:

Return the original order by following the instructions above.

Step 2:

Once received, we’ll email you with a coupon code including the shipping cost of the original order to use for store credit so you can place your new order.


Warranty Information

We offer a limited 5 year warranty on backpacks and bags, and a 2 year warranty on other items and accessories. If you have a manufacturing issue not related to standard wear and tear, you may qualify to receive a replacement through our Warranty program. For warranty enquiries, please email us at customercare@pacsafe.co.uk.

Find out more about the Pacsafe Warranty.


Customer Service

Do you need assistance?

Customer Service is here to help. You can email us at customercare@pacsafe.co.uk.

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