Returns & Refund Policy
At LUGG (a division of Keplin Group Limited), we are committed to delivering high-quality products and ensuring customer satisfaction. If you are not fully satisfied with your purchase, you may be eligible to return it under the conditions outlined below.
30-Day Return Window
Eligibility:
Returns can only be requested within 30 days from the original purchase date.
Conditions:
To qualify for a return, items must be unused, in their original condition, and returned in the original packaging.
Refund & Return Fee
Return Fee:
All returns will incur a £2.99 fee. However, if the return is due to a product being delivered defective, broken, damaged, or an incorrect product from the company, we will process the return, refund, or replacement at no cost to you.
Full Refund:
Once the return is approved, we will process a full refund to your original payment method within 5 business days from the time your returned product reaches our warehouse and is inspected.
Return Process
Initiate a Return:
To start a return, please contact our customer service team at info@lugg-online.com with your order number and reason for return, or call us at 020 39266466. We will provide you with further instructions.
Return Shipping:
Standard Returns:
For standard returns, a return label will be issued, and a £2.99 return fee will apply.
Defective or Incorrect Items:
For returns due to product issues such as defects, damage, or incorrect items, we will cover the return cost, and no additional fee will apply.
Processing Time:
Once the return reaches our warehouse and is inspected, the refund will be processed within 5 business days. A confirmation email for processing the refund will be sent upon receiving and inspecting the product at the warehouse.
Special Conditions
Damaged or Incorrect Items:
If your item arrives damaged or is not as described, please contact us immediately at info@lugg-online.com. We will arrange for a replacement or issue a full refund at no additional charge to you.
Extended Holiday Returns:
During holiday seasons, extended return periods may apply. Specific details will be provided at the time of purchase.
International Returns
For international returns, additional shipping charges may apply. Customers are responsible for any customs duties or taxes associated with the return.
Contact Us
For questions or further support regarding our Returns & Refund Policy, please contact us at info@lugg-online.com or by phone at 020 4511 4390.
Policy Updates
Keplin Group Limited reserves the right to update or modify this policy as needed. Updates will be posted on our website, and we will notify customers of significant changes via email.
