I exchange/refund products if there was a mistake on my part, or if the item is defective when you receive it. In this case, I will refund the shipping cost of the product both ways and exchange or refund the product.
Since the products are artisanal, some irregularities may be present and should not be interpreted as flaws as they do not alter the usability of the products.These handmade items are not meant to be subjected to rough use.
Contact me through the "Contact" form at the top of the home page and I will get back to you within 48 hours. I may ask you to send pictures of what’s wrong with your backpack in order to further improve the design.