Refund policy

Last updated: October 5, 2026

This policy applies to purchases from Goostarbag, operated by Goostarbag LLC. Our 14-day change-of-mind return policy is additional to your rights under applicable consumer law. If the law gives you stronger or longer-lasting protection, that protection takes priority. This updated period applies to orders placed after this version is published; any longer return period offered when an earlier order was placed remains available for that order.

1. Our 14-day change-of-mind return policy

You may request a change-of-mind return within 14 calendar days after you or your designated recipient receives the last item in your order. If the final day falls on a weekend or public holiday, the deadline extends to the next business day. For an ordinary return, items must be unused apart from reasonable inspection, unwashed, unaltered, and returned with their included accessories and any tags still available. Please retain the original protective packaging where possible and package the item securely. These conditions do not restrict statutory rights to inspect goods or obtain a remedy for faulty, damaged, or misdescribed goods.

Buyers pay the direct return shipping cost for an ordinary change-of-mind return. We do not charge a restocking fee. Discounted products are not excluded simply because they were purchased on sale.

2. How to request and send a return

Withdraw from contract / Request a return or cancellation: sign in using the email address used for your order and the verification code sent to you, open the relevant order, choose the available return or cancellation action, select the items, and review and submit your request. If an action is unavailable or you cannot access your account, email us or send an unequivocal withdrawal notice to the address below. Your statutory rights do not depend on account access, approval, or providing a reason.

Contact info@goostarbag.com with your order number, the items you wish to return, and the email address used at checkout. You may explain the reason to help us assist you, but a reason is not required when exercising a statutory withdrawal right. We will provide instructions to help match the return to your order.

Send the goods back within 14 calendar days after notifying us of your return. This is a separate dispatch deadline, not a requirement that the parcel reach us within the initial 14-day request period. Our delay in providing instructions will not shorten your lawful return rights. You do not need our approval to send a valid statutory withdrawal notice.

Our company address below is also our return address. Please send returned goods to this address:

Company and return address:
Goostarbag LLC
1344 1/2 E 1ST ST
Loveland, CO 80537
United States

Please notify us before sending a parcel and include your order reference inside it. Contacting us helps us process the return; failure to obtain an authorization number does not invalidate a lawful cancellation. Keep proof of posting. A tracked service is recommended, especially for an international return. Return postage to the United States varies by origin and carrier; you can obtain a quote before choosing a service.

3. Damaged, faulty, incorrect, or misdescribed items

If an item arrives damaged, is incorrect, or develops a fault, contact us with a description of the issue. Photographs may help, but are not the only acceptable evidence. We will review the issue and provide the repair, replacement, price reduction, or refund to which you are entitled under applicable law. Where a return is required because the item was faulty, damaged on delivery, incorrect, or otherwise did not conform to the contract, we will arrange or reimburse reasonable necessary return shipping costs.

The 14-day change-of-mind period is not a deadline for reporting every product fault. Your statutory remedies may continue after that period. Normal wear or damage caused by misuse is different from a product defect, but we will assess the circumstances rather than automatically reject a claim.

4. Refunds and exchanges

We will notify you after reviewing your return. Approved refunds are issued to the original payment method, unless another method is agreed without additional cost to you. We will process an eligible refund without undue delay and no later than 14 calendar days after receiving the returned goods, or earlier where applicable law requires. Your payment provider may need additional time to display the credit. Contact us if a confirmed refund has not appeared so we can help trace it.

For a voluntary change-of-mind return, the refund covers the amount paid for the returned item; the original delivery charge is not refunded unless required by law or agreed with us. Statutory withdrawal and faulty-item refunds follow the applicable legal rules, including any required reimbursement of delivery charges. We do not replace a refund legally owed to you with store credit.

For a different style or colour, contact us about returning the original item and placing a separate order. Availability and the price of a new order are assessed when that order is placed; an exchange is not guaranteed.

5. Order cancellations

You can request cancellation of unfulfilled items through the account link above until they are fulfilled. Contact us as soon as possible if you wish to cancel or correct an order. We will check whether dispatch can be stopped. Submitting a request does not automatically issue a refund; we must process it, without making a valid statutory withdrawal subject to discretionary approval. If dispatch cannot be stopped, applicable return and withdrawal rights remain available. We will not treat a request to cancel before delivery as a waiver of your rights.

6. EU, EEA, and UK withdrawal rights

Where statutory distance-selling withdrawal rules apply, you generally have 14 calendar days after receipt to notify us that you wish to withdraw without giving a reason. For goods from one order delivered separately, the relevant period generally begins on receipt of the last item. You can also give notice before delivery. Use the electronic account entry in section 2, or send an unequivocal statement by email or post using our contact details below. You then have 14 calendar days after giving notice to send the goods back. You do not need to wait for approval to exercise this right.

We reimburse payments due under this right, including the least expensive standard outbound delivery charge we offered for the order, within 14 calendar days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or you provide evidence of sending them back, whichever occurs first, unless we have offered to collect them. Additional charges for a more expensive delivery option are not refundable under this right. You pay the direct return postage for a change-of-mind withdrawal. You may inspect the goods as necessary to establish their nature, characteristics, and functioning; a deduction may only be made for diminished value caused by handling beyond that level where legally permitted.

You can use the following optional notice, or any other clear statement: “To Goostarbag LLC, 1344 1/2 E 1ST ST, Loveland, CO 80537, United States; info@goostarbag.com. I give notice that I withdraw from my contract for the following goods: [goods and order number]. Ordered on: [date]. Received on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if sent on paper].”

7. Other mandatory consumer protections

Legal guarantees for non-conforming goods are separate from change-of-mind returns. Consumers in the EU have statutory conformity protections, including a minimum two-year legal guarantee where applicable, and some countries provide longer protection. For Australian consumers, goods come with guarantees that cannot be excluded under the Australian Consumer Law. A major failure can entitle you to a refund or replacement and compensation for reasonably foreseeable loss or damage; other failures may entitle you to repair or replacement. Equivalent mandatory protections in your country remain unaffected.