Here at Backpacks and Beyond, our main priority is customer satisfaction. That’s why we unconditionally guarantee all unused or defective merchandise for 30 days from the receipt of shipment.  If you place an order during the holiday season, from 11/13 to 12/3, refund terms will be extended until January 15th for a full refund or exchange less any shipping and handling charges. For a prompt refund or exchange, contact our customer service department at contact us to arrange for returns and receive a return authorization number. Please note after 30 days, you must contact the manufacturer directly regarding any defect /warranty/repair issue.