Refund policy

Returns & Refunds — Neil’s Luggage Store

We want you to be happy with your purchase. If you need to cancel an order, return an item or report a problem, please contact Neil’s Luggage Store using the details on our Contact Information page.

Your Right to Cancel

For online purchases, you can cancel your order without giving a reason, from the time you place it until 14 days after you receive your goods. If an order is delivered in separate parts, the cancellation period ends 14 days after you receive the last item.

Tell us clearly that you wish to cancel, by email or another written message using our published contact details. Please include your order number or other information that helps us identify your purchase. You do not need to provide a reason or photographs to exercise your cancellation right.

After notifying us, you have a further 14 days to send the goods back. If your order has already been dispatched, you can still exercise your cancellation right and return it after delivery.

How to Return an Item

Please contact us so we can provide the correct return address and instructions. Returns are handled by Neil’s Luggage Store; please do not send goods directly to a manufacturer or supplier.

Requesting instructions helps us process your return, but your statutory cancellation right does not depend on our approval. We will provide instructions promptly.

Please package the goods securely and include your order number or other purchase details.

Condition of Returned Goods

You may inspect and handle the goods as you would in a shop to establish their nature, characteristics and functioning.

Please return all supplied accessories and, where reasonably possible, the original packaging and tags. Opening packaging or reasonable inspection does not automatically remove your right to cancel.

If handling goes beyond what is necessary to inspect the goods and reduces their value, we may make a deduction reflecting that loss of value where permitted by law. We will explain any deduction. We do not charge a blanket restocking, inspection or handling fee for statutory cancellations.

Return Shipping Costs

For a change-of-mind cancellation, you are responsible for the direct cost of returning the goods.

We recommend a tracked service and keeping proof of postage. Pack the goods carefully to help prevent damage during transit.

If goods are faulty, damaged on arrival, incorrect or not as described, we will arrange their return or cover reasonable necessary return costs. Please contact us for instructions before arranging this.

Refunds

For a qualifying cancellation, we will refund the returned goods, subject only to any lawful deduction for diminished value.

If you cancel the whole order, we will also refund the original standard delivery charge. If you selected a more expensive delivery service, we only need to refund the equivalent cost of our standard delivery option. There is no delivery charge to refund where delivery was free.

We will make the refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.

Refunds will be made to the original payment method unless you expressly agree otherwise, without a refund-processing fee. Your payment provider may take additional time to display the funds in your account.

Faulty, Damaged, Incorrect or Misdescribed Goods

If there is a problem with your goods, please contact us as soon as reasonably possible with your order details and a description of the issue. Photographs may help us resolve the problem, but their absence does not remove your statutory rights.

For goods that are faulty, not as described or otherwise fail to meet statutory requirements, you generally have a short-term right to reject them within 30 days of delivery and receive a refund.

After that period, you may still be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and applicable law. Reporting a problem more than seven days after delivery does not automatically remove these rights.

We will not charge a restocking fee for a valid faulty-goods claim. Any Manufacturer’s Warranty is additional to, and does not replace, your statutory rights.

Damage caused by misuse, accidental damage after delivery or normal wear and tear is not necessarily a product fault. We will assess the circumstances rather than automatically refuse a claim.

Returns Outside the Cancellation Period

If you simply change your mind after the statutory cancellation period, please contact us. We may consider a return at our discretion, but this does not limit any rights you have concerning faulty, damaged, incorrect or misdescribed goods.

Your Statutory Rights

Nothing in this policy excludes or restricts your statutory consumer rights.

Questions or Help

Please contact Neil’s Luggage Store using our published contact details, with your order number or other proof of purchase, and we will help you with the next steps.