Refund policy

We want every CarryGrid customer to feel confident about their purchase. This Return and Refund Policy explains how returns, exchanges, refunds, cancellations, and product issues are handled.

30-day return period

You may request a return within 30 calendar days after the final item in your order has been delivered. If the final day falls on a public holiday or other non-working day, the return-request period continues until the next working day.

Our 30-day return period is an additional store benefit and does not reduce any mandatory consumer rights available under Dutch or European Union law.

Return eligibility

All product categories sold by CarryGrid are eligible for return. We do not exclude sale items, promotional items, gifts, or any other product category from this policy.

You may open, inspect, and reasonably try a product before returning it. Please return the product with the parts, accessories, manuals, and packaging that are still available. If a product has been damaged through use beyond what is reasonably necessary to inspect and try it, we will contact you and provide a fair resolution consistent with applicable consumer law.

How to start a return

Before sending a product back, email backpacktechllc@getcarrygrid.com with:

your full name;
order number;
the product you want to return or exchange; and
whether you prefer a refund or an exchange.

We will reply with return instructions and, where applicable, a prepaid return label. Returns should be sent only after receiving our instructions to:

CarryGrid / BACKPACKTECH LLC
Koopmanshof 1432
7912 VH Nieuweroord
Drenthe
Netherlands

Free return shipping

CarryGrid pays the return shipping cost for approved returns within the Netherlands. We do not charge a restocking, handling, or return fee.

Refunds

After the returned product arrives, we will inspect and process it promptly. Approved refunds are submitted to the original payment method within 1–3 business days. You will receive an email confirmation when the refund has been submitted. Your bank or card issuer may require additional processing time before the credit appears on your account.

Where required by law, the refund includes the original standard delivery charge. Because CarryGrid currently offers free standard delivery within the Netherlands, no standard delivery charge is normally deducted.

Exchanges

Exchanges are available. Email backpacktechllc@getcarrygrid.com within the 30-day return period and identify the replacement product or variant you would like. CarryGrid pays the approved return shipping cost and the standard shipping cost for the replacement item. If the requested replacement is unavailable, we will offer another suitable option or issue a refund.

Damaged, incorrect, or missing products

If your order arrives damaged, contains the wrong product, or is missing an item, contact backpacktechllc@getcarrygrid.com within 30 days after delivery. Include your order number and, when helpful, photographs of the product and packaging. We will arrange a replacement, repair, completion of the order, or refund as appropriate, at no additional cost to you.

Order cancellations

You may cancel an order at any time before it has shipped by emailing backpacktechllc@getcarrygrid.com. If the order has already shipped, you may use the return process described above after delivery.

Statutory rights and product conformity

Products must conform to the sales agreement and meet the quality, description, and performance that customers may reasonably expect. If a product is defective or does not conform, CarryGrid will provide the remedy required by applicable Dutch and EU consumer law. These rights apply independently of the voluntary 30-day return policy.