Refund Policy

Last updated: June 2026

This Refund Policy applies to all wholesale and bulk orders placed with REDLIGHT GLOBAL LTD (“Backper”) through backper.com. Please read this policy carefully before placing an order. By submitting an order, you confirm that you have read and agreed to these terms.

IMPORTANT: Our services are exclusively B2B (business-to-business). Consumer statutory rights (e.g. UK Consumer Rights Act 2015, EU Consumer Directives) do not apply. All transactions are governed by our Terms of Service.

1. General Policy — All Sales Are Final

All bulk orders, custom orders, and pre-production sample orders are final sale. We do not accept returns or issue refunds based on:

• Change of mind or cancelled plans after production has commenced.
• Colour, texture, or material variations within industry-standard tolerances (up to 5% variation).
• Buyer-approved specifications, designs, or artwork that the Buyer later decides to change.
• Delays caused by shipping carriers, customs clearance, or force majeure events.
• Overstock or unsold inventory on the Buyer’s side.

2. Eligible Claims — Manufacturing Defects Only

We stand behind the quality of our products. Refunds, replacements, or credits are available only for verified manufacturing defects, defined as:

• Structural failures (broken zippers, detached straps, torn seams) not caused by misuse.
• Significant colour deviations from the approved sample or specification sheet beyond a 5% industry-standard tolerance.
• Incorrect products shipped (wrong style, colour, or size that does not match the confirmed order).
• Significant quantity shortfalls verified by documented inspection.

3. Claim Procedure

To be eligible for a defect claim, the Buyer must:

1. Notify us within 7 calendar days of receipt of goods by emailing claims@backper.com with the subject line “Defect Claim — [Order Number]”.
2. Provide clear photographic or video evidence of the defect for each affected unit.
3. State the quantity of defective units and describe the nature of the defect.
4. Make the goods available for inspection if requested by Backper or our appointed agent.

Claims submitted after 7 days of delivery, or without adequate evidence, will not be accepted. The date of delivery is determined by the carrier’s tracking confirmation.

4. Resolution Options

Once a valid defect claim is verified by Backper, we will offer one of the following resolutions at our discretion:

• Replacement: Defective units replaced in the next production run (subject to standard lead times).
• Store Credit: Credit note applied to your account for the value of defective units, usable on future orders.
• Partial Refund: A pro-rata refund of the invoice value for confirmed defective units only, returned to the original payment method within 14 business days of approval.

Backper reserves the right to determine the appropriate remedy based on the nature and scale of the defect. We do not offer full-order refunds for partial defects.

5. Non-Refundable Items

The following are strictly non-refundable under any circumstances:

• Pre-production samples (charged at sample rates, ordered as approval references).
• Tooling, mould, or set-up fees paid for custom product development.
• Design and artwork fees.
• Shipping and freight charges paid at time of order.
• Goods that have been used, altered, relabelled, or damaged after delivery.

6. Customs and Duties

Import duties, customs fees, and taxes levied by the Buyer’s country are non-refundable. Buyers are responsible for ensuring compliance with their country’s import regulations and product safety standards. Refusal of goods by customs due to the Buyer’s failure to comply with local regulations does not entitle the Buyer to a refund.

7. Dispute Resolution

If you disagree with our assessment of a claim, you may escalate the matter in writing to legal@backper.com. We will review escalated disputes within 10 business days. Unresolved disputes are governed by the laws of England and Wales and subject to the jurisdiction of English courts, as set out in our Terms of Service.

8. Contact

For all refund and defect claims:
Email: claims@backper.com
Website: backper.com
Company: REDLIGHT GLOBAL LTD, England & Wales