OVERVIEW

Our refund and returns policy lasts 7 days from receipt of your order. If 7 days have passed since your purchase, we reserve the right to refuse a refund or return.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including packaging used to transport your order. Collection couriers will not provide outer packaging for your returns and will not pick up or carry shipments without adequate protection.

To complete your return, we require a receipt or proof of purchase from one of our stores or your online profile/order confirmation. This will validate that goods were purchased from Luggage Warehouse and not from other retailers.

Please do not send your purchase back to the manufacturer – they will not entertain refunds or exchanges if not bought via their channels.

There are certain situations where only partial refunds are granted. These are the common reasons but not limited to:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned outside of the 7-day refund window
  • Shipping costs incurred for collection or return to our business. Any extra charges will be clearly communicated to you before any process is initiated.

Refunds

Once your return is received and inspected, we will notify you of relevant brand’s (or our) assessment and subsequent action to be taken.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment. Please note that 3rd party payment partners and related banks have their own refund processing times out of our control and this may result in longer-than-expected delays for your refund to show.

Late or missing refunds

We endeavour to process your refunds as quickly as possible through our accounts team. Some digital channels and credit card refunds are entirely dependent on 3rd party services. Our team can provide proof of refund once approved but in almost all cases, delays are due to external service providers. Should you need to escalate anything, please contact us by email to [email protected].

Exchanges

We are always happy to entertain exchanges for products that are more suitable for purpose. Please keep in mind that the 7-day returns policy may be considered for this along with possible shipping charges. In instances where a difference in price will occur, we will communicate amounts to be paid in or refunds due to you. Please ‘Log A Return‘ to initiate this process with Luggage Warehouse.

Gifts

Luggage Warehouse promotes some of our offers as ‘Gift-with-Purchase’. These items are provided free-of-charge with your purchase but have a nominal value. In the event of you returning or exchanging the main product from the Purchase, you may be offered the following:

  • Returning the Gift along with the primary product purchased. In the event that the Gift is used, unsellable, or damaged, then its Retail value will be deducted from any refund or exchange difference owed to you.
  • Keep the Gift with you. Any refund or exchange difference owed to you will have the Gift’s Retail Price value deducted from value owed.

Shipping returns

The most convenient way to initiate a return or exchange with us is to Log A Return.

You may be responsible for paying towards shipping costs for returning your item – unless the return is covered by your warranty or a fault of ours. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping can be deducted from your refund. We have an extensive FAQ Page dedicated to common queries and real-life scenarios. Please take the time to READ HERE.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items using your own service providers, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item nor be responsible for it if services used are outside our control.

Need any more help?

Please refer to our Frequently-Asked-Questions page for more real-world experiences. If you are still uncertain, please contact us at [email protected] with your queries.