Your Consumer Rights & After-Sales Support

Shopping With Confidence at Neil's Luggage Store

At Neil's Luggage Store, we want every customer to feel confident before, during, and after their purchase. This page explains your rights as a UK consumer, our returns policy, and exactly how we handle any issues that arise after your order arrives.

Your UK Statutory Consumer Rights

All products sold by Neil's Luggage Store are covered by the Consumer Rights Act 2015 — the law that protects every UK shopper. Under this legislation, all goods must be:

  • Of satisfactory quality — free from defects and fit for everyday use
  • Fit for purpose — suitable for the use they are designed for
  • As described — matching the product description and images on our site

These rights apply automatically to every purchase — you do not need to register for them or take any additional steps.

What Happens If Something Goes Wrong?

If your item develops a fault or arrives damaged, here is what you are entitled to under UK law:

  • Within 30 days of delivery: You are entitled to a full refund if the item is faulty
  • After 30 days: You are entitled to a repair or replacement. If neither is possible, a partial or full refund may apply
  • Up to 6 years: You may still have a claim for faulty goods under the Limitation Act (5 years in Scotland)

In all cases, contact us directly and we will manage the process on your behalf. You will not need to deal with the manufacturer or supplier — we handle everything for you.

Our Returns Policy

If you are not completely satisfied with your purchase, please contact us within 14 days of receiving your order to arrange a return. Items must be returned in their original, unused condition with all original packaging and tags intact.

  • A 15% restocking fee applies to returned items (deducted from your refund)
  • Return shipping costs are the responsibility of the customer
  • A return authorisation is required before sending any item back — please contact us first
  • Refunds are processed within 5–7 business days of receiving the returned item

Please note: these terms reflect our supplier agreements and cannot be varied. Your statutory rights as described above are not affected by this returns policy.

Fault & After-Sales Claims

If your product develops a fault after the 14-day returns window, your UK statutory rights still apply. Simply contact us with:

  • Your order number
  • A description of the fault
  • Photos or video showing the issue (where possible)

We will assess your claim and liaise with our supplier on your behalf to arrange a repair, replacement, or refund as appropriate. We aim to respond to all fault claims within 1 business day.

How to Contact Us

For any returns, fault claims, or after-sales queries, please get in touch via our Contact page. We are available Monday to Friday during standard UK business hours and aim to respond to all enquiries within 1 business day.

  • 📧 Email: support@neils-luggage-store.co.uk
  • 📞 Phone: +44 7459 083267

Neil's Luggage Store is an authorised UK retailer. We are committed to providing honest, transparent after-sales support for every customer.