At Mill Story, we obsess over quality and your satisfaction. If something isn't right, we'll take care of it. If a pack is damaged, leaked, or the wrong item arrives, we'll promptly replace it or provide a refund. For quality concerns (e.g. off smell, bugs), do not use the product and message us. In addition to a refund, we may request the product back so that we can investigate the issue and take preventive measures for future. Please contact us at the earliest when you experience an issue, so that we can take quick actions, not just for you, but for others who may be experiencing that issue as well. Your trust matters — we'll always work to make it right.