Returns & refunds

Faulty, damaged or misprinted items

If your bag arrives faulty, damaged, or the print doesn't match the design you ordered, we'll repair it, replace it or refund you. This includes:

• a fault in the bag (for example a broken zip or split seam)
• a print that's peeling, smudged, crooked or different from your preview
• the wrong bag or colour
• damage in transit

Email info@packpals.com.au as soon as you can, ideally within 30 days of delivery, with your order number and a photo of the problem. We may ask you to send the item back; if so, we'll cover the return postage.

Change of mind

Because every bag is made to order with your own design, we don't offer refunds or exchanges for change of mind, including choosing the wrong size or colour. Please check our size guide before you order.

Spelling and design details

We print the design exactly as shown in your preview, including the spelling of any name. Please check it carefully before adding it to your cart. If the AI misspells a name in the preview, just create the design again. You can make a few designs a day for free.

Cancelling an order

Need to cancel or change something? Email us within 24 hours of ordering and we'll do our best. Once your bag has been printed we can't cancel it.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing on this page limits those rights.

How refunds are paid

Refunds go back to your original payment method. Depending on your bank, it can take up to 10 business days to appear.