We understand that sometimes you may want a different size or design. To make things easy, we offer exchanges on non-personalised backpacks under the following guidelines.

What items are eligible for exchange?

We currently offer exchanges only for non-personalised backpacks.

Exchanges are allowed for:

Size preference
Design preference

Please note that personalised backpacks cannot be exchanged, as they are made specially for you.

Exchange window

You can request an exchange within 7 days of receiving your order.

Requests made after 7 days from delivery will not be eligible for exchange.

Shipping charges for exchange

We offer free pickup and free replacement shipping for eligible exchanges within India.

Our courier partner will attempt pickup up to 3 times. If pickup is missed after three attempts, the exchange request may be cancelled.

Condition of the backpack

To be eligible for exchange, the backpack must be:

Unused
With original tags attached
In its original condition
Packed securely for return

We recommend trying the backpack indoors before use to ensure it remains eligible for exchange.

All returned items go through a quality check (QC) once received.

If the backpack shows signs of use, damage, stains, washing, or missing tags, the exchange request may be declined and the original item returned to you.

Price differences during exchange
If there is a price difference between the original backpack and the replacement:
If you upgrade to a higher-priced backpack:

You will be required to pay the price difference before the replacement is shipped.

If you downgrade to a lower-priced backpack:

The price difference will be issued as store credit, valid for 6 months.

Store credit:

Can be used on any product on our website

Cannot be converted into cash

Will be shared once the returned backpack passes quality check

Replacement timeline

Once the returned backpack is received and passes our quality check, your replacement will be shipped within 2–3 business days.

If the requested design is out of stock

If the backpack you requested in exchange is unavailable, we will issue store credit for the value of your returned backpack.

Store credit:

Is valid for 6 months
Can be used on any product on our website
Cannot be converted into cash
One exchange per order

Each order is eligible for one exchange only.

If you need help selecting the right size or design, our team is happy to assist before placing your order.

Exchanges available only within India

At this time, exchanges are available only for orders delivered within India.

International orders are not eligible for exchange.

How to request an exchange

To request an exchange, please contact us with:

Your Order Number
The design or size you'd like instead

You can reach us via:

WhatsApp: +91 91067 49677
Instagram: @zookeeper.store

Our team will guide you through the next steps.