Refund policy

You may cancel your purchase of any non-custom backpack, off-the-shelf backpack or accessory within 14 days of placing your order or 14 days of receiving your item, whichever gives you the longer cancellation period. If you wish to start a return, you must contact us first.

If your order hasn't shipped

If you cancel before your order has been dispatched from our workshop, you'll receive a full refund, including shipping charges and any import VAT or duties paid at checkout.

If your order has already shipped

If you cancel after your order has been dispatched, we'll refund the purchase price of the product once it has been returned to us.

The following costs are non-refundable:

• Original shipping charges

• Return shipping costs (these are your responsibility)

• Import VAT and duties paid at checkout for Delivery Duty Paid (DDP) orders to the USA and EU, as these cannot be reclaimed once the shipment has cleared customs

Custom products

The right to cancel does not apply to custom-made products.

As each custom item is made to your specifications, we cannot accept returns or offer refunds unless the product is faulty or has been manufactured incorrectly. Please check your order carefully before completing your purchase.

If something isn't right

If you have any questions about your order or need to arrange a return, please contact us with your order number and we'll be happy to help.

For more information about your consumer rights, please see our Terms of Service.

Faulty or Defective Goods

If you believe you've received a faulty or defective item, please contact us at hello@atompacks.co.uk.

Faulty or defective products are eligible for either:

• A full refund (including any shipping charges, VAT and duties paid), or

• A replacement product.

We'll also cover any reasonable return postage costs. If possible, please include a photo of the issue in your email to help us assess your claim as quickly as possible.