Return & Refund Policy

Can I try my LUGGEX luggage before deciding?

Yes. We want you to feel confident before your next journey.

If your luggage doesn't meet your expectations, you may return it within 30 days of delivery as long as it remains in original condition.

What is LUGGEX’s return policy?

LUGGEX offers a 30-day return policy from the delivery date.

To qualify for a return, the item must be unused and in its original packaging.Returns will not be accepted in the following cases:

The return request is made after 30 daysDamage is caused by negligence, improper use, or obvious human-induced damage

Minor cosmetic damage, such as scratches or wear, does not affect functionality
The item was removed from the original packaging and has no manufacturing defect
The product page marks the item as “Non-refundable after unpacking”

Which items cannot be returned or exchanged?

For hygiene and customization reasons, the following items are non-returnable:

Customized items, such as engraved tags or custom suitcases
Final sale or clearance items marked as “Non-Returnable”
Hygiene-related items, such as toiletry bags, once opened or used

All other eligible items may be returned or exchanged if they are unused and in their original packaging.

What is not covered by the 10-year limited warranty?

The 10-year limited warranty does not cover:

Damage caused by improper use, negligence, overloading, forceful impact, or mishandling
Normal wear and tear, including scratches, scuffs, stains, fading, dents, or surface wear
Damage caused by airlines, carriers, or third-party handling
Loss, theft, or lost items
Accidents, external events, unauthorized repairs, or unauthorized modifications
Lining damage
Any issue not related to manufacturing defects or original product quality

All warranty claims are subject to inspection and approval.

What happens if my luggage arrives damaged?

Please contact LUGGEX customer support within 7 days of delivery.

Include your order number and clear photos or videos showing the issue. Once verified, LUGGEX may offer a solution at no cost to you, such as:

Sending replacement parts
Replacing the product
Issuing a partial or full refund, depending on the situation

If a return is required and the issue is confirmed, LUGGEX will cover the return shipping cost.

How can I contact LUGGEX for returns, refunds, or warranty claims?

Since our service team operates globally, there may be time differences. We will respond to you within 24 hours.

How does LUGGEX protect my luggage investment?

For eligible ZX&FX Series products purchased from 2026 onward, the 10-year limited warranty covers qualifying manufacturing defects and functional component issues under normal use.

Every ZX&FX Series suitcase includes a 10-year protection plan.

We stand behind the components travelers rely on most:

✓ Wheels

✓ Handles

✓ TSA locks

✓ Aluminum frame structure

If a covered component fails under normal travel conditions, we'll help repair or replace it.

How will I receive my refund?

Refunds are issued to your original payment method once the return is approved, typically within 7 business days.

Depending on your bank or payment provider, it may take up to 10 days for the funds to appear in your account.

How do I start a warranty claim?

Contact LUGGEX through website live chat or email service@luggex.com.Please include:

Your order number
Purchase date
Product model
A brief description of the issue
Clear photos or videos of the damaged area
Proof of purchase, if requested

Once your claim is reviewed, LUGGEX will guide you through the next steps, which may include repair, replacement parts, or a replacement unit depending on the situation.

Last updated: 10/7/2026

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.

Product-Specific Return Eligibility

While most LUGGEX products are covered by our 30-day return policy, certain items may have different return eligibility due to their nature.

Some products—such as personal-use travel items, clearance items, or limited-time promotional offers—may not be eligible for standard returns.

For these items:

Returns are not supported under the standard 30-day policy
If the product arrives defective or has quality issues, we will provide a replacement or appropriate solution

Please refer to the product page for specific return eligibility details before purchase.

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.

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