Refund policy

Returns & Refunds — Neil's Luggage Store

We want you to be completely happy with your purchase. If for any reason you're not, we're here to help.

Returns

We accept returns within 14 days of delivery, in line with UK Consumer Contracts Regulations. To be eligible for a return, your item must be completely unused and unworn, with all original tags attached and packaging undamaged. Please note that a 15% restocking fee applies to all returns, which covers inspection, repackaging, and handling. This fee is deducted from your refund.

How to Return

Please contact us before sending anything back — we need to authorise your return first. To get started, email us within 14 days of delivery with your order number, your reason for return, and photos of the item in its original packaging with tags still attached. Once we've reviewed your request, we'll send you return instructions including the return address. Items sent back without prior authorisation cannot be accepted.

Return Shipping

Return shipping costs are the customer's responsibility. We recommend using a tracked and insured service, as we're unable to accept responsibility for items lost or damaged in transit. Please keep your proof of postage until your refund has been received.

Refunds

Once we receive your return, we'll inspect the item and process your refund within 14 days. The 15% restocking fee will be deducted, and your original delivery charge is non-refundable. Refunds are issued to your original payment method — please allow 5–10 working days for the funds to appear in your account.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days with photos and we'll put it right. In these cases, the 15% restocking fee does not apply and we'll arrange either a full refund or a free replacement.

Items We Can't Accept Back

We're unable to process returns for items that have been used, worn, or damaged after delivery; items with tags removed or packaging damaged; items returned after 14 days; or items returned without prior authorisation.

Questions?

If you have any questions about a return, please get in touch with your order number and we'll be happy to help.