REFUND POLICY

Thank you for choosing www.packwarmcrew.com. We value every customer’s shopping experience and hope the insulated lunch bag you receive meets your expectations.

If you are dissatisfied with the item you received, or if the item has an issue that qualifies for a return, please follow the refund policy below to request a return, exchange, or refund.

I. Return Period
You may submit a return request within 30 days of receiving the item.
Return requests submitted after 30 days may not be accepted unless there are special circumstances or applicable laws dictate otherwise.
If you wish to return an item, please contact us within the return period and state the reason for the return.

II. Return Conditions
To qualify for a return, the item must meet the following conditions:
The item has not been subjected to unreasonable use;
The item remains in its original condition;
The item is free from obvious stains, tears, odors, or man-made damage;
The item and its accessories are complete;
The original packaging is retained whenever possible;
You can provide proof of order or purchase.
As insulated lunch bags are daily-use products, we recommend checking the dimensions, capacity, and product information before deciding to return the item.
If the item has been used and shows obvious signs that affect resale, we may be unable to accept the return.

III. Quality Issues or Incorrect Items
If the item you received has quality issues, was damaged during shipping, or differs significantly from your order, please contact us as soon as possible.
To facilitate verification, please provide:
Order number;
Product name;
Description of the issue;
Clear photos of the item and its packaging;
Any other information that helps confirm the issue.
If verification confirms a quality issue or an incorrect shipment, we will provide a refund, exchange, or other reasonable solution based on the specific circumstances.
We will cover the return shipping costs for returns resulting from product quality issues.

IV. Returns Unrelated to Quality Issues
If you request a return for personal reasons—such as an unsuitable size, a change of mind, or other issues unrelated to product quality—you may submit a request provided the return conditions are met.
Return shipping costs for such returns are generally borne by the buyer.
Please contact us to confirm the return process and details before shipping the item back. Returning items without prior confirmation may result in processing delays.

V. Exchanges
If you wish to exchange an item, please contact us within 30 days of receipt.
Items for exchange must meet return eligibility criteria, and availability is subject to current stock levels.
If the desired replacement item is out of stock, we may offer a refund or other viable solution.

VI. Refund Process
Upon receipt of the returned item, we will inspect its condition.
If the return meets the eligibility criteria, we will initiate the refund process.
Refunds are typically processed within 3–5 business days after eligibility is confirmed. The actual time it takes for funds to appear in your account may depend on the processing times of payment providers, banks, or other financial institutions.
Refunds are generally issued to the original payment method.

VII. Non-receipt of Refund
If you have received a refund notification but the funds have not yet appeared, please check your payment account or relevant bank account.
Processing times vary among payment institutions, so it may take additional time for the refund to be credited.
If you have not received the refund after a reasonable period, please contact us, and we will assist you in checking the refund status.

VIII. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible.
If the order has not yet entered the processing or shipping stage, we will assist with the cancellation based on the situation.
If the order has already been processed or shipped, direct cancellation may not be possible, and the return process must be followed instead.

IX. Non-refundable Situations
The following situations may not be eligible for a refund:
Exceeding the 30-day return period;
Obvious damage caused by the user;
Damage resulting from improper use;
Signs of significant use that affect resale;
Missing essential accessories;
Inability to verify the purchase record;
Returning items without authorization.
This policy does not affect any non-excludable statutory rights consumers may have under applicable laws.

X. Return Address
Before returning an item, please contact us via the contact details published on our website to obtain the current valid return address and instructions.
Important: Do not return items without prior confirmation, as this may delay processing.

Please provide your order number and relevant product details in your email or inquiry to help us process your after-sales request more quickly.