Refund policy
We hope you will love your Olive & Rufus backpack. However, if for any reason you’d like to return your purchase, we aim to make the process as straightforward as possible.
1. How to Start a Return
If you wish to return your backpack, please let us know within 14 days of receiving it by emailing us at hello@oliveandrufus.com.
We will respond with full return instructions and the return address.
2. Returning Your Item
Once we have confirmed your return request, please send the item back to us within 14 days.
- You are responsible for the return postage cost unless the item is faulty or damaged.
- Please ensure the backpack is returned in its original condition, including any tags or packaging where possible.
We cannot issue a refund until we have received the returned item.
3. Refunds
Once your return has been received, we will arrange your refund or exchange immediately.
Your refund will be issued to your original payment method.
Please allow up to 3–5 working days for the refund to appear, depending on your bank.
Delivery costs
- Any shipping costs covered by Olive & Rufus (including free or subsidised delivery) will be excluded from your refund, unless the item was faulty or not as described.
4. Faulty or Damaged Items
If your backpack arrives faulty or damaged, please email us at hello@oliveandrufus.com with your order number and photos of the issue.
We will arrange a replacement or refund as quickly as possible.
5. Exchanges
If you'd prefer an exchange rather than a refund, simply let us know when you contact us about the return.
We will process your exchange immediately once your returned item has been received.
6. Contact Us
If you have any questions about this policy or your order, we’re always happy to help.
You can reach us at hello@oliveandrufus.com.