Return & Refund Policy

Last updated: 21/11/2025

We want you to feel confident when you shop with LUGGEX. If your purchase does not meet your expectations, we’re here to help. This Return & Refund Policy explains the conditions and process for returning products purchased from luggex.com.

Return Window

We accept returns within 30 days of the delivery date.

To be eligible for a return:

• The item must be in new, unused condition
• All accessories, tags, and original packaging must be included

Return Conditions

Returns are accepted in the following cases:

Unwanted item

(No reason return within 30 days if unused)

Defective or damaged product

If your item arrives damaged or with quality issues, contact us within 7 days of delivery with photos or videos.

Incorrect Product Received

If the item delivered does not match your order in model, size, color, quantity, or included accessories, we will arrange a replacement or a full refund at no cost to you.

To verify the issue, please provide:

• A photo of the product received
• A photo of the shipping label
• Your order number

We will resolve the issue within 1–2 business days.

Return Shipping Cost

• If the return is due to quality issues or our mistake 
  → LUGGEX covers the return shipping cost.
• If the return is due to personal reasons (change of mind, wrong size/color ordered)
  → The customer is responsible for the return shipping fee.

We will provide a return address and instructions once your return request is approved.

Refund Process

Once we receive and inspect your return:

• Refunds are issued to your original payment method
• Processing time: 5–7 business days
• You will receive a confirmation email once the refund is completed

Shipping fees (if any) are non-refundable.

Exchanges

If you want to exchange for a different color or model:

• Please contact us first
• We will guide you through the exchange process
• In some cases, we may ask you to return the original item before sending the replacement

Non-Returnable Items

For health, safety, or value reasons, the following items cannot be returned:

• Gift cards
• Used or heavily damaged products
• Items returned without original packaging
• Free gifts or promotional items

If unsure, please contact us before sending your item.

Missing or Lost Return Packages

LUGGEX is not responsible for return packages lost or damaged in transit.

Please use a trackable shipping service when returning items.

How to Start a Return

To initiate a return, please contact our customer service:

Email: service@luggex.com 

Contact Form: https://www.luggex.com/pages/faq

Please include:

• Order number
• Reason for return
• Photos (if applicable)

We’ll respond within 24–48 hours.