7 day Peace-of-Mind Policy:

We know that buying awesome things on the internet is worrying, because you don’t get to see or touch what you’re getting beforehand. We’re aiming to get rid of that worry. We’ll pick up and refund you for any unused products that you thought looked cool on the internet, but doesn’t really do it for you in real life. Just drop us a line within seven days of our delivery to you, and we’ll pick up any unused* products from you for free and refund you when it gets back to our warehouse.

* ‘Unused’ means:

  • Physically undamaged.
  • Tags and marketing material attached.
  • In original packaging AND delivery packaging – ready for pickup.

Our commitment to your Purchase

Luggage Warehouse stocks the best brands and we also aim to provide the best back-up service in the business. All of the products that we buy are backed up by a brand’s warranty. The warranties are over-and-above the 6-month CPA protection you enjoy as a buying customer.

All these warranties are limited to manufacturing faults of the bags, so we can’t replace anything that you’ or third-parties have used improperly or been subjected to normal wear-and-tear. Top Brand names usually have 3 year guarantees and some on some products it even lasts as long as 10 years.

If something we sell you gets damaged, it’s vital you understand the difference between two kinds of failure:

Manufacturing faults:
This occurs when zippers get damaged, stitching comes undone or retractable wheel arms stop functioning for example. Any damage to your bag that is a result of a manufacturing issue will be covered by the supplier’s guarantee and we will facilitate the process.

Third Party Damage:
Except in the case where you have upgraded to a KlapProof Guarantee, the luggage we sell and related warranties are not covered against airline damage, structural damage or marking. However, it is the airline’s responsibility to reimburse you or repair your article if there is damage to your baggage. This needs to be done within 7 days of your landing and taken up directly with the airline or carrier involved.

Should you be placed in an inconvenient situation of damage to your bags overseas, many of our products have international dealerships – be sure to get a list of countries when you are in our store. Once again, if damage is a result from your carrier, be committed in requesting repair or replacement of your luggage that was damaged whilst in their care.

Finally, we will always do our best to help out. Should you have any damaged goods that need repair we often have spares from our suppliers that can be utilized with an outsourced repair centre to fix your luggage. A nominal fee will be charged for this if your luggage falls out of the warranty period.

Consumer Protection Act and your Rights

Every customer of ours is protected by the Consumer Protection Act (CPA). Luggage Warehouse is committed to these fundamental consumer rights. The CPA is not a broad-stroke solution to items that are ‘defective’ and there are limits to what you believe you may be entitled to. A lot of this is in the language used or your personal comprehension of the policy. The CPA is a incredibly useful tool for consumers, so we urge you to read more about it here. Indeed, with many years of experience with customer incidents and their travel mishaps, click through to our useful FAQ PAGE and read up on typical, relevant scenarios and queries.