Refund policy
OUR PROMISE
At The Backup Pack we take pride in every product we send out. We're a small Australian business built by a real mum and we genuinely care about every order. If something isn't right, we want to know about it and we'll make it right.
FAULTY OR DAMAGED PRODUCTS
If your Backup Pack arrives damaged, faulty, or not as described, you are entitled to a remedy under the Australian Consumer Law.
If this happens please contact us within 7 days of receiving your order at thebackuppackau@gmail.com with:
- Your order number
- A clear photo of the fault or damage
- A brief description of the issue
Once we review your request we will offer one of the following:
- A full replacement sent to you at no cost
- A full refund back to your original payment method
We will respond to all faulty product enquiries within 2 business days.
CHANGE OF MIND
We do not accept returns or offer refunds for change of mind purchases. We encourage you to read all product descriptions, sizing information, and FAQs carefully before placing your order. If you have any questions before purchasing please reach out to us at thebackuppackau@gmail.com and we'll happily help.
