We’re confident you’ll love our products but for further peace of mind, every order placed on itluggage.com is covered by our hassle-free 28-day money back guarantee. This means that if you change your mind, you have 28 days from the date you receive your goods to return them to us for a full refund. All we ask is that the item is returned to us unused and in its original condition and packaging.
What is the returns policy at itluggage.com?
Will I have to pay to return an item?
If you wish to return an item within the 28-day money back guarantee period, you will be responsible for paying any returns postage costs you incur. If an item develops a fault within the warranty period, we will cover the costs of returning the item.
How do I return an item?
To return an unwanted item to us within the 28-day money-back guarantee period, please submit a returns form on our contact us page. Upon receipt, we will issue you with a Return Merchandise Authorisation (RMA) number. We can organise a collection on your behalf (we will advise you of the costs prior to collection being arranged), or, alternatively, you are free to organise your own return once you have your RMA number.
When will I receive my refund?
Once the returned goods have been received by us, we will process a refund or replacement within 4 working days. Refunds should appear on your bank statement within a further 2-3 days (dependent on your bank).
How will I be refunded?
We will refund you via the same method in which you paid. All refunds will go back onto the same card / account used at the time of purchasing. If you paid for your order using Klarna, we will notify Klarna once we’ve processed and accepted your return/refund. Klarna will then cancel any future scheduled payments, as well as refund any amount due.
What do I do if my item develops a fault?
Your suitcase is backed by our 10-year warranty. Should your case develop a manufacturer’s fault within this period, please read our Warranty Policy for details on what to do next.
Can I cancel my order?
If you wish to cancel your order, please contact us immediately. We are able to cancel an order up to the point of it being handed over to the carrier, so we cannot guarantee we will be able to. If the item(s) has already been dispatched, you will need to send the item back to us under our 28-day money-back guarantee.
What is the returns policy for items purchased in-store?
If you purchased your it luggage item from a store please review the retailer's return policy and return the item within their specified time period
If your item is faulty and was purchased in-store within the last 12 months, the warranty lies with the retailer during this period. Your suitcase, therefore, is to be returned to the store with your proof of purchase. If it is a manufacturing fault, they should be able to provide you with a replacement or refund.
If your product is faulty and was purchased more than 12 months ago, please review our warranty information and if applicable proceed to complete a warranty form on our contact us page with all relevant information and photography to start the claim process.