Refund policy

We offer a 30-day 'no questions asked' refund policy across all orders.

For all refund requests please contact support@carryonwear.com with your order details and the reasons for a return or refund.  

If we have made an error in shipping or the products are not up to our usual standards then we will offer a refund or send you replacements as you wish. We may ask you to return the items if it is practical to do so for you, at our cost.  Our customer service team will discuss with you whether it is possible to return any items and we will always look to do what is easiest for you. Opened packages cannot be returned for hygiene reasons.      

For sample packs we will process a refund and you will keep the products as it is not practical to return them. 

For all refund requests please follow the steps below:

1. Email us support@carryonwear.com and tell us your order number and name.
2. Explain the reason for your return - it may the wrong size, fit, capacity etc. If you are returning due to an order error such as you received the wrong products or you are notifying us of a defect then please detail it.
3. We can only accept returns where bags have not been opened. If you opened a bag and they did not work for you then keep them. If you ordered more than one bag then please return the unopened ones. We will pay the return shipping if we ask for them to be returned which is at the discretion of our customer service team.  Otherwise keep them. 
4. We will provide the return address once we confirm the items can be returned.
5. We aim to acknowledge your return within 2 business days.
6. We will credit you with a full refund for the products and your shipping costs. If we have requested the return items you will be credited them as soon we receive the unopened returns.
   
7. If you wish to exchange the products then follow the same return procedure and notify us of what you want to exchange. If there is a credit we will provide that to you and if there is higher amount to pay we will also notify you of that.  
   
   You can always contact us for any return question at support@carryonwear.com
   

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can resolve this as fast as possible.  

Exceptions / non-returnable items
We cannot accept returns for opened bags for hygiene products though you follow the same procedure as above and to get your refund. 

Exchanges
The fastest way to ensure you get what you want is to notify us as above, return the item you have, and once the return is accepted, then we will send you the new items and notify you of any under or over charges. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know when the refund has been made. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at suppport@carryonwear.com or call us on 02 8416 0466.

Outside 30 days

The 30 day period starts from when our tracking notifies is that the package has been delivered.   We do not offer refunds outside of this period, should you have any problems please contact our customer service team at support@carryonwear.com or phone 02 8416 0466 during office hours 9am to 5pm Brisbane, Qld time.  The customer service team can only issue refunds outside of 30 days at their absolute discretion.