Return & Exchange Policy

1. Eligibility Requirements

Eligible Items

• Unused, Unopened Products: Picnic Mats in original packaging (tags intact), Thermal Bags (unworn, no stains), Portable Tableware (unopened, all pieces included), Backpack-Style Picnic Bags (unassembled, original seals unbroken).
• Defective Items: Products with manufacturing flaws (e.g., Picnic Mat stitching errors, Thermal Bag zipper failures, Portable Tableware cracks, Backpack-Style Picnic Bag strap tears) or shipping damage (e.g., dented Tableware, torn Picnic Mat packaging).
• Incorrect Items: Receiving a product that doesn’t match your order (e.g., wrong Picnic Mat size, non-insulated Thermal Bag instead of insulated, plastic Tableware instead of stainless steel, small Backpack-Style Picnic Bag when large was ordered).
• Unsuitable Items: Products that don’t meet your needs (e.g., Thermal Bag capacity too small, Picnic Mat material not waterproof)—even if opened, as long as unused and in original condition.

Non-Eligible Items

• Used Items: Picnic Mats with dirt/stains, Thermal Bags with food residue, Portable Tableware that’s been used/washed, or Backpack-Style Picnic Bags with worn straps (due to hygiene and resaleability).
• Damaged by Misuse: Products damaged from improper use (e.g., Thermal Bag submerged in water, Picnic Mat exposed to sharp objects, Portable Tableware microwaved when not microwave-safe).
• Custom-Made Items: Personalized Backpack-Style Picnic Bags (e.g., monogrammed) cannot be returned unless defective—we confirm this before processing custom orders.

2. How to Initiate a Return/Exchange

1. Submit a Request: Email butno042@gmail.com with:
   • Full name, order number, delivery address.
   • Product details (e.g., “Waterproof Picnic Mat – Blue,” “20L Insulated Thermal Bag,” “Stainless Steel Portable Tableware Set,” “Large Backpack-Style Picnic Bag”).
   • Reason for return/exchange (e.g., “Thermal Bag too small,” “Picnic Mat stitching faulty,” “wrong Tableware material”).
   • Supporting Evidence:
     • Damaged items: Clear photos/videos of the issue (e.g., Thermal Bag zipper stuck, Picnic Mat tear) and original packaging.
     • Incorrect/unsuitable items: Photos comparing the received product to your order confirmation (e.g., Picnic Mat size label, Thermal Bag insulation tag).
   We approve/deny requests within 2 business days and provide a Return Authorization (RA) number if approved—do not return items without an RA number (unauthorized returns are rejected).
2. Prepare the Item:
   • Picnic Mats/Thermal Bags: Fold neatly, repack in original packaging (or a sturdy bag if packaging is damaged).
   • Portable Tableware: Place all pieces in original box, wrap in bubble wrap to prevent breakage.
   • Backpack-Style Picnic Bags: Repack in original box (include all straps/accessories), seal securely to avoid damage.
3. Arrange Return Shipping:
   • Small Items (Picnic Mats, Thermal Bags, Tableware):
     • Defective/incorrect: We send a pre-paid USPS/FedEx label—drop off at your nearest location within 7 days.
     • Change of mind: You pay return shipping ($4.99 for Tableware, $6.99 for Picnic Mats/Thermal Bags)—use a tracked service and share the tracking number.
   • Backpack-Style Picnic Bags:
     • Defective/incorrect: Free pre-paid shipping via FedEx—we cover all costs.
     • Change of mind: $8.99 return fee (deducted from your refund).
   Return Address: 626 E Santa Clara St, San Jose, CA 95112, USA
   Items must arrive within 14 days of RA approval—delays may affect eligibility.

3. Refund & Exchange Timelines

• Refunds: Processed 3–5 business days after inspection. Refunds include:
  • Faulty/incorrect items: Full product price + original delivery fee (no deductions).
  • Change of mind: Product price minus return shipping fees and a 10% restocking fee (to cover repackaging and cleaning for resalable items).
    
    
    Refunds go to your original payment method—banks may take 3–5 days to credit funds.
• Exchanges:
  • Same-product replacement (e.g., new Thermal Bag for defective one): Shipped within 5–7 business days—free delivery.
  • Size/type exchange (e.g., Picnic Mat small to large, Tableware plastic to stainless steel): Processed once the return is verified. Pay the price difference (if new item is more expensive) or receive a partial refund (if cheaper).