Return & Refund Policy

We offer free returns and exchanges on eligible purchases within 30 days of delivery. Whether you change your mind or decide a different size or color would work better, we’re here to help. To start a return or exchange, simply contact our customer service team and let us know whether your item has any quality issues.

This policy applies to purchases made directly from LUGGEX.com.

30-Day Return & Exchange Eligibility

Please submit your return or exchange request within 30 days of receiving your order.

You are welcome to unpack your luggage and try it at home. This includes rolling it indoors, packing clothing to check the fit and capacity, testing the telescoping handle, and setting or testing the lock combination.

To qualify for free returns or exchanges, your item must remain in resalable condition, include its original packaging and all accessories, and not have been used for travel. Opening the box or performing these indoor checks does not, by itself, make your item ineligible.

Return & Exchange Shipping Costs

LUGGEX provides a free prepaid return shipping label for eligible returns. You do not need to pay or advance the return shipping cost.

For eligible exchanges, we cover both the return shipping and the shipping of your replacement item. This applies to all qualifying exchanges without a separate request for free shipping.

We do not charge restocking fees for eligible returns or exchanges.

Canceling an Order Before It Ships

Please contact us as soon as possible if you would like to cancel your order. We will coordinate with our warehouse to stop the shipment.

If we successfully stop your order before it ships, we will issue a full refund. There are no cancellation or warehouse interception fees.

If the order has already shipped or can no longer be stopped at the warehouse, we will assist you through the process below.

Canceling an Order After It Ships

If your order is already in transit, we will contact the carrier to request a package intercept or return to sender at no cost to you.

Carrier interception is not guaranteed. You will not be charged an interception fee, whether the attempt succeeds or fails.

If the package is successfully returned to us, we will process your refund. If interception is unsuccessful and the package is delivered, we will help you arrange a return. Returns that meet the eligibility requirements above include a free prepaid return shipping label.

How to Start a Return or Exchange

To start a return, please visit our Returns & Exchanges page within 30 days of delivery . Include your order number, the item you would like to return or exchange, and whether you prefer a refund or an exchange. For exchanges, please also tell us your preferred replacement.

Our team will review your request and provide the prepaid return label and packing instructions for eligible items. Please contact us before sending anything back so we can confirm the correct return destination.

Pack the item securely in its original packaging with all included accessories. Keep your carrier drop-off receipt and tracking number until your return or exchange is complete. If there is a problem with a return shipment using our prepaid label, contact us so we can help investigate with the carrier.

Exchanges & Price Differences

Eligible items may be exchanged for a different size, color, or model, subject to availability.

If the replacement item costs more, you will need to pay the difference. If it costs less, we will refund the difference. Our team will confirm any price adjustment and the replacement shipping arrangements before proceeding.

Return shipping and replacement shipping remain free for eligible exchanges.

Damaged, Defective, or Incorrect Items

If your item arrives damaged or defective, or you receive an incorrect item, please contact service@luggex.com as soon as possible. Include your order number and, when available, photos or videos showing the issue so we can help resolve it.

For quality issues, shipping damage, or fulfillment errors for which LUGGEX is responsible, we will cover the related return or exchange costs and arrange an appropriate resolution, such as a replacement or refund.

These cases are handled separately from change-of-mind returns. The original-packaging and resalable-condition requirements will not be used to deny assistance for an issue caused by LUGGEX or damage that occurred during delivery.

Exceptions & Items Requiring Review

Items with missing original packaging or accessories, signs of actual travel use, or visible damage unrelated to a product defect or delivery issue require individual review and may not qualify for free returns or exchanges. Our team will explain the available options and any applicable fees before proceeding.

Special items clearly marked as non-returnable or non-exchangeable before purchase are excluded from standard change-of-mind returns or exchanges, as specified on the product page.

These exclusions do not remove our responsibility to address defective products, incorrect shipments, or other issues for which LUGGEX is responsible.

Refund Processing

Once we receive and inspect your return, approved refunds are processed to your original payment method within 5–7 business days. You will receive an email confirmation when your refund has been issued.

The refund for returned items is based on the amount actually paid for those items. No return shipping or restocking fees will be deducted from eligible returns.

Your bank or payment provider may require additional time for the refund to appear in your account.

Contact Us

For cancellations, returns, exchanges, or refund questions, please email service@luggex.com with your order number.

This policy does not limit any rights you may have under applicable consumer protection laws.