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.
We cannot accept returns without the original packaging and without labels and tags attached.
We do not refund the cost of the shipping of goods to the customer.
If the item was bought from another retailer other than our Pacsafe website: Please contact them directly. All our retailers hold full responsibility to fulfill any warranty claims on Pacsafe products they have sold. Due to the contract Pacsafe have with all retailers, we are not able to make any decision on an item bought elsewhere. If the retailer has any questions, they have their own Key Account Manager they can contact in our Retail Customer Services team.
Pacsafe Masks: For hygiene and safety reasons, all mask purchases are final and cannot be returned or exchanged. We appreciate your understanding and are committed to ensuring the highest standards of health and safety for our customers.
If the item was bought from Amazon: We ask you to kindly contact the retailer via your Amazon account.
Prep your return item(s) by printing and completing a Return Form. Include the order number and note the reason for return.
Please note: If you don't have the order number, please include your name, email address and a description of the product.
Post your return to:
United Kingdom:
Pacsafe UK
Unit 30
South Cornelly Trading Estate
Cornelly
South Wales
CF33 4RE
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.
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).
WE DO NOT OFFER ONLINE EXCHANGES. PLEASE RETURN THE GOODS AND PLACE A NEW ORDER.
Please note, the cost to ship back the original item is your responsibility.
Return the original order by following the instructions above.
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.
Do you need assistance?
Customer Service is here to help. You can email us at customercare@pacsafe.co.uk.
