English customer service



General terms and conditions of sale


This website is operated by Onthegobackpacks. Throughout the site, the terms “we”, “us” and “our” refer to Onthegobackpacks. My Backpack offers this website, including all information, tools and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting this site and/or purchasing any of our products, you are engaging in our “Service” and agreeing to be bound by the following terms and conditions (“Terms and Conditions”, “Terms of Sale and Use”, “Terms”), including any additional terms, conditions and policies referenced and/or hyperlinked herein. These Terms and Conditions apply to all users of this site, including, but not limited to, users who browse the site, are sellers, customers, merchants, and/or content contributors.

Please read these Terms and Conditions of Sale and Use carefully before accessing or using our website. By accessing or using any part of this site, you agree to be bound by these Terms and Conditions. If you do not agree to all of the terms and conditions of this agreement, then you should not access the website or use the services offered on it. If these Terms and Conditions of Sale and Use are considered an offer, acceptance is expressly limited to these Terms and Conditions of Sale and Use.

Any new features and tools that are added to this store in the future will also be subject to these Terms and Conditions. You can view the most current version of the Terms and Conditions of Sale and Use at any time on this page. We reserve the right to update, change or replace any part of these Terms and Conditions of Sale and Use by posting updates and/or changes on our website. It is your responsibility to check this page regularly for changes. Your continued use of or access to the website following the posting of any changes constitutes your acceptance of those changes.

Our store is hosted on our own green energy servers.


By accepting these Terms and Conditions of Sale and Use, you represent that you have reached the age of majority in your country, state or province of residence, and that you have given us your consent to allow any minor in your care to use this website.

The use of our products for any illegal or unauthorized purpose is prohibited, nor shall you, in using the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).

You shall not transmit any worms, viruses or other code of a destructive nature.

Any violation or breach of these Terms and Conditions will result in immediate termination of your Services.


We reserve the right to deny access to the Services to any person at any time for any reason.

You understand that your content (excluding your credit card information) may be transferred in an unencrypted manner, and this includes (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements for connecting networks or devices. Credit card information is always encrypted during transmission over networks.

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service or use of the Service, or any access to the Service or contact on the website through which the Service is provided, without our prior express written permission.

The headings used in this agreement are included for your convenience, and will not limit or affect these Terms.


We are not responsible if the information available on this site is not accurate, complete or up-to-date. The content of this site is provided for informational purposes only and should not be relied upon as your sole source of information for making decisions without first consulting more accurate, complete and up-to-date information sources. If you decide to rely on the content presented on this site, you do so at your own risk.

This site may contain certain prior information. Such past information, by its nature, is not current and is provided for informational purposes only. We reserve the right to change the content of this site at any time, but we have no obligation to update the information on our site. You agree that it is your responsibility to monitor changes to our site.


Prices for our products are subject to change without notice.

We reserve the right at any time to modify or discontinue the Service (or any portion or content of the Service) without notice and at any time.

We will not be liable to you or any third party for any change in price, suspension or discontinuance of the Service.

As stated in our legal notice, our site is hosted in the United States and so is our bank account. Depending on your bank account, your bank may charge you additional currency exchange fees.


Certain products or services may be available exclusively online through our website. These products or services may be available in limited quantities and may only be returned or exchanged in accordance with our Return Policy.

We have done our best to display as clearly as possible the colors and images of our products that appear on our store. We cannot guarantee that your computer screen will display the colors accurately.

We reserve the right, but are not obligated, to limit sales of our products or services to any person, and in any geographic area or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any product or service we offer. All product descriptions and prices are subject to change at any time without notice, at our sole discretion. We reserve the right to discontinue offering any product at any time. Any offer of service or product made on this site is void where prohibited by law.

We do not warrant that the quality of any products, services, information, or other merchandise obtained or purchased by you will meet your expectations, or that any errors in the Service will be corrected.


We reserve the right to refuse any order you place with us. We may, in our sole discretion, reduce or cancel quantities purchased per person, per household or per order. These restrictions could include orders placed by or from the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we change an order or cancel an order, we may attempt to notify you by contacting you at the email and/or billing address/phone number provided at the time the order was placed. We reserve the right to limit or prohibit orders that, in our sole judgment, may appear to be from merchants, resellers or distributors.

You agree to provide current, complete and accurate order and account information for all orders placed on our store. You agree to promptly update your account and other information, including your email address, credit card numbers and expiration dates, so that we may complete your transactions and contact you if necessary.

For more details, please see our Return Policy.


We may provide you with access to third party tools over which we have no control or influence.

You acknowledge and agree that we provide access to such tools on an “as is” and “as available” basis, without any warranties, representations or conditions of any kind and without any endorsement. We will have no legal liability arising from or related to the use of these optional third-party tools.

If you use any of the optional tools offered on the Site, you do so at your own risk and discretion, and you should consult the terms and conditions under which such tools are offered by the relevant third party provider(s).

We may also, in the future, offer new services and/or features on our Site (including new tools and resources). These new features and services will also be subject to these Terms and Conditions of Use.


Some content, products and services available through our Service may include materials from third parties.

Third party links on this site may direct you to third party websites that are not affiliated with us. We are not required to review or evaluate the content or accuracy of these sites, and we do not warrant or assume any responsibility for any content, website, product, service or other item accessible on or from such third-party sites.

We are not responsible for any harm or damage related to the purchase or use of any goods, services, resources, content, or any other transactions conducted in connection with such third-party websites. Please read the policies and practices of third parties carefully and make sure you understand them before engaging in any transaction. Complaints, claims, concerns, or questions regarding these third party products should be submitted to the third party.


If, at our request, you submit specific content (e.g., to enter contests), or if, without our request, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by e-mail, by mail, or otherwise (collectively, “Comments”), you grant us the right, at any time, and without limitation, to edit, copy, publish, distribute, translate, and otherwise use in any media any Comments you send to us. We are not and shall not be obligated to (1) maintain the confidentiality of any Comments; (2) pay compensation to anyone for any Comments provided; or (3) respond to any Comments.

We may, but are under no obligation to, monitor, edit or remove content that we believe, in our sole discretion, to be unlawful, offensive, threatening, abusive, defamatory, pornographic, obscene or otherwise objectionable, or that infringes any intellectual property or these Terms and Conditions.

You agree to write comments that do not violate the rights of third parties, including copyrights, trademarks, privacy, personality, or other personal or proprietary rights. You also agree that your comments will not contain any unlawful, libelous, defamatory, offensive or obscene material, nor will they contain computer viruses or other malicious software that could in any way affect the operation of the Service or any associated website. You may not use a false email address, pretend to be someone you are not, or attempt to mislead us and/or third parties as to the origin of your comments. You are solely responsible for all comments you post and their accuracy. We take no responsibility and assume no liability for any comments you post or that any other third party posts.


The submission of your personal information on our store is governed by our Privacy Policy. Click here to view our Privacy Policy.


There may be times when information on our site or the Service may contain typographical errors, inaccuracies or omissions that may relate to product descriptions, prices, promotions, offers, product shipping costs, delivery times and availability. We reserve the right to correct any errors, inaccuracies, omissions, and to change or update information or cancel orders, if any information on the Service or any associated website is inaccurate, at any time without notice (including after you have placed your order).

We are under no obligation to update, modify or clarify any information on the Service or any associated website, including but not limited to pricing information, except as required by law. No defined update or refresh date in the Service or any associated website should be taken as a basis for concluding that the information in the Service or any associated website has been changed or updated.


In addition to the prohibitions set forth in the Terms and Conditions of Use, you are prohibited from using the Site or its contents: (a) for illegal purposes; (b) to induce others to perform or participate in illegal acts; (c) to violate any regional ordinance or any international, federal, provincial or state law, rule or regulation; (d) to infringe or violate our intellectual property rights or those of third parties; (e) harass, abuse, insult, hurt, defame, slander, libel, disparage, intimidate or discriminate against anyone based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) submit false or misleading information (g) to upload or transmit viruses or any other type of malicious code that will or may be used to compromise the functionality or operation of the Service or any associated, unrelated website or the Internet; (h) to collect or track the personal information of others (i) to spam, phish, hijack, extort information, browse, explore or scan the web (or any other resource); (j) for obscene or immoral purposes; or (k) to interfere with or circumvent security measures of our Service, any other website, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating the prohibited uses.


We do not warrant or represent that your use of our Service will be uninterrupted, timely, secure or error-free.

We do not warrant that the results that may be obtained through the use of the Service will be accurate or reliable.

You agree that from time to time we may discontinue the Service for indefinite periods of time or cancel the Service at any time without notice to you.

You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and services provided to you through the Service are (unless otherwise expressly stated by us) provided on an “as is” and “as available” basis for your use without representation, warranty or condition of any kind, either express or implied, including all implied warranties of merchantability or fitness for a particular purpose, durability, title and non-infringement.

In no event shall Onthegobackpacks, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, and licensors be liable for any injury, loss, claim, or direct, indirect, incidental, punitive, special, or consequential damages of any kind, including but not limited to lost profits, revenue, savings, data, replacement costs, or any similar damages, whether in contract, tort (even negligence), in contract, tort (including negligence), strict liability or otherwise, arising out of your use of any service or product from the Service, or for any other claims relating in any way to your use of the Service or any product, including but not limited to any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available through the Service, even if you have been advised of the possibility of such claims arising. Because some states or jurisdictions do not allow the exclusion or limitation of liability for consequential or incidental damages, our liability will be limited to the maximum extent permitted by law.


You agree to indemnify, defend and hold harmless Onthegobackpacks, our parent company, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third party due to or arising out of your breach of these Terms and Conditions of Sale and Use or the documents to which they refer, or your violation of any law or the rights of another.


In the event that any provision of these Terms and Conditions of Sale and Use is held to be unlawful, void or unenforceable, such provision shall nonetheless be enforced to the fullest extent permitted by law, and the unenforceable portion shall be deemed severed from these Terms and Conditions of Sale and Use, such severance not to affect the validity and enforceability of any remaining provisions.


The obligations and liabilities incurred by the parties prior to the date of termination shall survive the termination of this Agreement for all purposes.

These Terms and Conditions of Sale and Use are effective unless and until terminated by either you or not. You may terminate these Terms and Conditions of Sale and Use at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.

If we determine, in our sole discretion, that you are unsuccessful, or if we suspect that you have been unable to comply with the terms of these Terms of Sale and Use, we may also terminate this agreement at any time without notice to you and you will remain liable for all amounts owing up to (and including) the date of termination, and/or we may deny you access to our Services (or any portion thereof).


Our failure to exercise or enforce any right or provision of these Terms and Conditions shall not constitute a waiver of such right or provision.

These Terms of Service or any other operating policies or rules posted by us on this site or in connection with the Service constitute the entire agreement and understanding between you and us and govern your use of the Service, and supersede all prior and contemporaneous communications, proposals and agreements, oral or written, between you and us (including, but not limited to, any prior version of the Terms of Service).

Any ambiguity in the interpretation of these Terms and Conditions shall not be construed to the detriment of the drafting party.


These Terms and Conditions and any separate agreements through which we provide you Services shall be governed by and construed in accordance with the laws in force in France.


You may review the most current version of the Terms of Sale and Use at any time on this page.

We reserve the right, at our sole discretion, to update, modify or replace any part of these Terms and Conditions of Sale and Use by posting updates and changes on our site. It is your responsibility to visit our site regularly to check for changes. Your continued use of or access to our site following the posting of any changes to these Terms and Conditions of Sale and Use constitutes acceptance of those changes.


Questions regarding the Terms and Conditions of Sale and Use should be sent to us at [email protected]


1. Package marked as delivered but not received: 
In many cases, it is possible to recover a wrongly delivered package. Here are the recommendations we can give you to be able to locate your shipment:

     1. Get your tracking number.
     2. Contact the shipping company or postal operator responsible for your shipment and notify them of the situation.

2. If you are unlucky enough to have a package delivered but not received, it may be due to the following reasons:

* Your package was received by mistake by someone else due to an incorrect or illegible address marked by the sender * Your neighbor or family member received the package for you and forgot to notify you
* Sometimes a package that was not received can be marked as delivered even before it arrives.
* The package was left near your home (store, kiosk, post office, relay point).
* Technical error in the tracking system of the transport company.
* If the carrier’s research has not yielded any results, your package will be declared lost. Prepare a claim for an undelivered parcel in order to get your money back. It may take 2-4 weeks to process your claim, depending on the carrier.

3. To obtain compensation from the shipping company, you will need to file a formal claim. Contact the logistics provider’s customer service department. Once the shipping company has analyzed your case and assessed the amount of the lost package, you will be informed of their decision. If the situation is due to the fault of the carrier, we will refund your order. However, if the delivery failure is due to the customer, such as in the case of a wrong delivery address, the customer will not be refunded.

4. Refusal of packages

1. Refund In the case of refusal of delivery following a retraction, the return costs will be at your charge and automatically deducted from your refund even if the initial shipping costs were offered.
Your refund will be effective after reception of the article in the merchant’s warehouse and after verification of its general condition.
In the case of a refusal of the package, in the case where the carrier is not able to return the package or you are not able to prove the return of the package: a fee of 25% of the product price will be deducted from your refund. In case of refusal it is your duty to notify us the tracking number of the return, we do not automatically have access to it.

2. VAT refund: Customs and VAT fees are not refundable in the case of withdrawal or refusal of the package.

5. Defective or damaged package

1. The defect must be on the product, not on the packaging. The defect must compromise the quality of the product, or its use shall not be considered as a case of withdrawal.
2. In the case where the expertise confirms a manufacturing defect, the regulation allows the merchant to prefer the repair or exchange of your product even if you ask for a refund. If he is not able to perform one of the first two actions, he will refund your purchase. If you want a refund, the merchant has the right to consider your request as a withdrawal and the return will be charged to the customer.

6. Application of a discount if the product shows signs of use In the case of withdrawal, we reserve the right to discount a portion of the refund in proportion to the damage.

7. You have 45 days to inform us that you have not received your order, without complaint from you within this period the order is considered delivered. 

8. Procedure for change of address in case the customer informs the wrong address.
If after your order you realize that there is an error in your delivery address, thank you to inform us within 24 hours after the completion of the order. If this procedure is not followed, we may not be able to change the delivery address.
A wrong delivery address may prevent delivery or cause delivery to a different location than the one desired. We will not be held responsible in these cases.

You have 45 days to inform us that you have not received your order, without complaint from you within this period the order is considered delivered.


We work with a French and a Chinese workshop. Most of the catalog is shipped from China. When you place your order, you agree to any customs fees. In case of customs fees, Onthegobackpacks  will take care of it in full except in case of return.


In case of product return, we refund within 14 days from the receipt of the product by us.

We do not accept any refund if the package is delayed for more than 6 weeks, however, if the package is declared lost by the carrier before this date, we will refund the order within 14 days by the payment method used.

After 6 weeks, the package will be considered lost and you can ask for a refund.


Cancellation of orders is only possible if you have contacted us within 2 hours after your order. In case of cancellation we reserve the right not to refund the transaction fees.


For all retraction requests, please contact us at [email protected]

25.1- Legal deadline for the right of withdrawal

In accordance with the legal provisions in force, you have a period of 14 days from the receipt of your products to exercise your right of withdrawal without having to justify your reasons or pay any penalty. After communication of your decision to exercise your right of withdrawal within this period of 14 days, you have another period of 14 days to return the product or products concerned by the withdrawal.

The right of withdrawal does not apply to customers outside the European Union.

25.2 – Contractual retraction period

On we offer you the possibility of exercising your right of withdrawal within 14 days of receipt of the products. Then you have another 14 days from the communication of your decision of retraction to send us back the products concerned.

In the case of an order containing several products, placed on, the 14-day period for communicating your decision to cancel runs from the date of receipt of the last product.

The modalities for exercising your right of withdrawal are specified in 24.3.

25.3 Conditions for exercising the right of withdrawal

In case of exercising the right of withdrawal within the period referred to in 24.2, only the price of the product(s) purchased and the shipping costs will be reimbursed, the return costs remaining at your expense.

The returns are to be made in their original condition and complete (packaging, accessories, instructions …) allowing their remarketing in new condition, and, if possible, accompanied by a copy of the purchase invoice for optimal management. In case of depreciation of the product resulting from handling other than those necessary to establish the nature, characteristics and proper functioning of the product, your responsibility may be incurred.

To exercise your right of withdrawal, in accordance with the legal provisions, you will find below, in appendix, the standard form of withdrawal to be sent to us at the following address: You can exercise your right of withdrawal by any means and in particular by mail or email to [email protected] expressing your desire to withdraw without any ambiguity, and mentioning the order concerned by this withdrawal.

Once the form or statement of withdrawal sent to On The Go Backpacks no later than 14 days after receipt of your order, you must return the product or products concerned to the address of, within a reasonable time and, at the latest, within 14 days from the sending of the form or statement of withdrawal.

In accordance with Regulation No. 1182/71/EEC of the Council of 3 June 1971 determining the rules applicable to periods, dates and terms :
1° The day on which the contract is concluded or the day of receipt of the goods is not counted in the period mentioned in Article L. 221-18 ;

(2) The time limit begins to run at the beginning of the first hour of the first day and ends at the end of the last hour of the last day of the time limit;
3° If this period expires on a Saturday, a Sunday or a holiday, it is extended until the next working day.

When the information relating to the right of withdrawal has not been provided to the consumer under the conditions provided for in 2° of Article L. 221-5, the withdrawal period is extended by twelve months from the expiration of the original withdrawal period, determined in accordance with Article L. 221-18.

However, where the provision of this information occurs during this extension, the withdrawal period expires at the end of a period of fourteen days from the day on which the consumer received this information.

The burden of proof of the exercise of the right of withdrawal under the conditions provided for in Article L. 221-21 weighs on the consumer.

25.4 – Appendix – Withdrawal Form

The Customer may use the sample withdrawal form below:

(Please complete and return this form only if you wish to withdraw from the contract).

To the attention of SOCIETÉ OCTOPUCE,

I/We (*) hereby notify you (*) of my/our (*) withdrawal from the contract for the sale of the goods (*)/provision of services (*) below:

Ordered on (*)/received on (*) :
Name of consumer(s) :
Address of consumer(s) :
Signature of consumer(s) (only if notifying this form on paper):
(*) Delete as appropriate.

25.5 – Return address

Contact our Customer Service by clicking here or by sending an e-mail to [email protected] to have the details of the procedure.

25.6 – Refusal of packages

In the case of a retraction, the return costs will be at your charge and automatically deducted from your refund even if the initial shipping costs were offered.

25.6 – Refunds

In case of exercising the right of withdrawal, On The Go Backpacks will proceed to the reimbursement of the sums paid (including shipping costs) within 14 days from the date of receipt of the returned product and by the same means of payment as that used for the order (except your express agreement for a refund by another means of payment). This refund date may be deferred until the product is recovered or until you provide proof of shipment of the product, the date retained being the first of these facts. On The Go Backpacks is not required to reimburse you for additional costs if you have expressly chosen a more expensive method of delivery than the standard method offered on On The Go Backpack.

On The Go Backpacks is not obliged to reimburse you for customs fees upon withdrawal. In order to obtain a refund or remission of duties, you must file a request with the customs office or service that notified the debt.

It is however specified, in the hypothesis of a total or partial payment by gift vouchers, that these cannot be refunded neither in cash, nor by check, nor by bank card. The reimbursement of purchases made with gift certificates will be made exclusively in the form of gift certificates for an amount identical to that paid in this form.

No cash on delivery will be accepted for any reason whatsoever.


The products sold on the site are subject to the legal guarantee of conformity stated by articles L.217-4 and following of the Code of consumption and the guarantee against hidden defects stated by articles 1641 and following of the Civil Code.

In accordance with our legal obligations, is responsible for defects in conformity appearing on your product for 2 years from its purchase.

It is recalled that under the legal guarantee of compliance, the consumer :

– has a period of two years from the delivery of the goods to act against his seller;

– can choose between repairing or replacing the goods, subject to the cost conditions provided for in article L. 217-9 of the Consumer Code;

– is exempted from proving the existence of the lack of conformity of the goods during this period.

The legal guarantee of conformity applies independently of the commercial guarantee that may cover your goods.

It is recalled that the consumer may decide to implement the warranty against hidden defects of the thing sold within the meaning of Article 1641 of the Civil Code and that in this case, he can choose between the resolution of the sale or a reduction of the sale price in accordance with Article 1644 of the Civil Code.

This guarantee allows you to obtain free repair of your product or its exchange, subject to the cost conditions provided by law. Otherwise, if the repair or exchange is impossible or could not be implemented within a month after its assumption, Onthegobackpacks will refund the price of your product.

For goods purchased second hand or reconditioned and beyond 6 months from the date of purchase of the product, it will be up to you to prove the existence of the alleged lack of conformity at the time of purchase.

In order to make use of this guarantee, the products must be returned to us with the purchase invoice. Products returned by mail must be in a packaging allowing a transport in good conditions. In this case, the cost of returning the product will be reimbursed on the basis of the invoiced rate and on presentation of the receipts.

You can also implement the guarantee against hidden defects within two years from the discovery of the defect. It will then be up to you to prove that the defect existed at the time of purchase, that it was hidden and that it makes the product unusable. The provisions of this article do not prevent you from benefiting from the right of withdrawal provided for in Article 24.


The personal information and data concerning you are necessary for the management of your order and our commercial relations. They can be transmitted to the companies which contribute to these relations such as those in charge of the execution of the services and orders for their management, execution, treatment and payment. This information and data is also kept for security purposes, in order to comply with legal and regulatory obligations and to enable us to improve and personalize the services we offer you and the information we send you.

In accordance with the French Data Protection Act of January 6, 1978, you have the right to access, rectify and oppose any personal data concerning you. All you have to do is write to us online at Customer Service or by mail at indicating your name, first name, e-mail address and if possible your customer reference. In accordance with the regulations in force, your request must be signed and accompanied by a photocopy of an identity document bearing your signature and specify the address to which the reply should be sent. A reply will be sent to you within 2 months of receipt of the request.

Existence of an opposition list to telephone solicitation

If your telephone number is collected when you create your account or place an order, we inform you that your telephone number will only be used for the proper execution of your orders or to contact you in order to offer you new services. Without prejudice to the above, in accordance with the legal provisions, you are informed that you can, if you wish, register on the list of opposition to telephone solicitation. You can register free of charge on this list, which is mandatory for all professionals except those with whom you have already concluded a contract.SECTION 6 – ACCURACY OF BILLING AND ACCOUNT INFORMATION ARTICLE 7 – OPTIONAL TOOLS

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