On the rare occasion that you receive a faulty item, the first thing you should do is notify Backpack support through firstname.lastname@example.org. On receiving a faulty item, Backpack's return policy is given below:
For shopper's pickup:
If you had chosen shopper’s pickup, then we would request you to check the item when you’re collecting it. If you find any fault with it, you don’t have to take it home with you, simply let us know through your connection page that you left it behind due to a fault. If you can’t check while collecting your item, then you will have to let us know within 24 hours of having collected it, then send the item back to our pickup point within the next 48 hours.
For home delivery within Dhaka
We usually deliver our items on the same day as the delivery date for home delivery within Dhaka. So, we’d need you to let us know within 24 hours of having received the item and then send it back to our pickup point within the next 48 hours. The shopper would need to cover the costs associated with the return of the item back to our pickup point.
For courier deliveries
For courier deliveries, our policy is slightly different. You will have a 72-hour window to notify us and another 72 hours to send it back to our pickup point. The shopper would need to cover the costs associated with the courier delivery of the item back to our pickup point. After we’ve received the item, we will investigate it and will provide an update on your connection page within a week. The investigation will take a maximum of 7 working days to conclude.
If the item is found damaged/faulty/not working/wrong model/wrong size or color purchased, then we will either repurchase the item or will provide a full refund depending on your preference. However, if we are to repurchase the item, then it will take around our usual 16-day timeline. After the item arrives, we will provide free delivery to your address.
If on the other hand, the item is not found faulty, then we will communicate with you either through the connection page or over the phone. We will then deliver the item as per its primary delivery method and the cost associated with the delivery will have to be borne by you.
I hope I was able to clarify. Happy Backpacking!