English customer service



Legal deadline for the right of cancellation

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 cancellation 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.

Contractual period of cancellation

On On The Go Backpacks 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 terms and conditions for exercising your right of withdrawal are specified below.

Conditions for exercising the right of cancellation

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 re-marketing 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 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 On The Go Backpacks, within a reasonable time and, at the latest, within 14 days of sending 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.

Annex – cancellation 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)

I/We () hereby notify you () of my/our () withdrawal from the contract for the sale of the goods ()/for the 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): Date: () Delete as appropriate.

Return Address

Contact our Customer Service by sending an email to


In case of exercising the right of withdrawal, On The Go Backpacks will refund the sums paid (including shipping costs) within 14 days from the date On The Go Backpacks is informed of your decision to withdraw and the same means of payment used for the order (unless your express agreement for a refund by another means of payment). This date of refund may be delayed until the product is recovered or until you have provided 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

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 refund of purchases made by 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.

In case of exchange of size we will refund you the entirety of the expenses of return within a limit of 5€

For any request of retraction, please contact us at

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