English customer service



Refund policy

These items are from the general terms and conditions of sale.

Our policy lasts 14 days. If 14 days have passed since you received your order, we unfortunately cannot offer you a refund or exchange.

To qualify for a return, your item must be unused and in the same condition you received it. It must also be in the original packaging.


In the event of a product return, we will refund within 14 days of receipt of the product by us.

We do not accept any reimbursement in case of delay of the parcel before 6 weeks, however, if the parcel is declared lost by the carrier before this date, we will reimburse 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.


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


For any request of retraction, 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 a 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 period of withdrawal

On Onthegobackpacks we offer you the opportunity to exercise your right of withdrawal within 14 days from receipt of goods. Then you have another 14 days from the communication of your decision to withdraw to return 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 charge.

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 e-mail address: [email protected]. 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 My Backpack no later than 14 days after receipt of your order, you must return the product or products concerned to the address of My Backpack 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 time limit expires on a Saturday, a Sunday or a public holiday, it is extended until the next working day.

Where 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 expiry of the initial 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 that the right of withdrawal has been exercised in accordance with the conditions set out in Article L. 221-21 lies with the consumer.

25.4 – Appendix – Withdrawal form

The Customer may use the model withdrawal form below:

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

To: [email protected]

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 the consumer(s):
Address of the consumer(s):
Signature of the consumer(s) (only in case of notification of this form on paper):
(*) Delete as appropriate.

25.5 – Return address

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

25.6 – Refusal of parcel

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.

If your refusal is due to an anomaly noted on the packaging or your product

In this case, the cost of return will be charged to Onthegobackpacks. For more information on the treatment of your SAV, we invite you to contact us at [email protected]

25.6 – Refunds

In case of exercising the right of withdrawal, will refund the sums paid (including shipping costs) no later than 14 days from the date on which is informed of your decision to withdraw and by the same means of payment as that used for the order (unless your express agreement for a refund by another means of payment). This date of refunding being able to be deferred until recovery of the product or until you provided a proof of the forwarding of the product, the date retained being that of the first of these facts. is not held to refund you the additional expenses if you expressly chose a mode of delivery more expensive than the standard mode of delivery proposed on is not obliged to refund you the customs charges at the time of the retraction. 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 vouchers will be made exclusively in the form of gift vouchers for an amount identical to that paid in this form.

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

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