At IT Luggage Sales, we want you to be completely satisfied with your luggage purchase. If for any reason you’re not happy with your item, we offer a straightforward returns and exchange process within 15 days of receiving your order.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be unused, in its original packaging, and in the same condition as when you received it
  • The original proof of purchase must be provided
  • The request must be made within 15 days of delivery

Please note: For hygiene reasons, we cannot accept returns or exchanges on Vanity Cases that have been opened or used. All other luggage items in our range (including sets, cabins, underseats, and suitcases of all sizes) are eligible for returns if unused.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Wait for approval – We’ll respond within 2 business days with return instructions.
  3. Package your item – Securely repackage the item in its original packaging with all tags attached.
  4. Ship your return – Send the package to our warehouse at the address we provide. You’re responsible for return shipping costs unless the item is faulty.
  5. Wait for processing – Once received, we’ll inspect the item and process your refund or exchange within 5 business days.

Return Request Template

Use this template when contacting us about your return:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear IT Luggage Sales Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]) purchased on [Purchase Date]. Item details: – Product Name: [Name from your order confirmation] – Reason for return/exchange: [Please specify] – Preferred resolution: [Refund/Exchange for (specify product if exchanging)] I confirm the item is unused and in its original packaging with all tags attached. Please advise next steps for returning the item. Best regards, [Your Full Name] [Your Contact Number]

Refund Process

Once your return is approved and processed:

  • Timing: Refunds are processed within 5 business days after we receive your return. Please allow 5-10 business days for the refund to appear in your original payment method.
  • Method: Refunds will be issued to the original payment method used for purchase (Visa, MasterCard, JCB, or PayPal).
  • Amount: You’ll receive a refund for the item price minus any original shipping costs (unless returning a faulty item).

Exchange Process

If you’re exchanging an item:

  • We’ll ship your replacement item once we receive and approve your return
  • Standard shipping charges apply for the new item unless the original item was faulty
  • You’ll receive tracking information for your replacement shipment

Damaged or Faulty Items

If your item arrives damaged or faulty:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange a free return and either replace the item or issue a full refund
  • You won’t be responsible for return shipping costs in these cases

Our lightweight and eco-friendly luggage collections are rigorously tested before shipping. However, if you encounter any quality issues, we’re committed to making it right.

International Returns

For customers outside the UK:

  • Return shipping costs are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid customs charges
  • We cannot refund any original customs duties or taxes

Note: This policy doesn’t affect your statutory rights as a consumer. For any questions about our returns policy, please contact our friendly customer service team at [email protected].