Returns & Refund Policy

All customers reserve the right of total satisfaction with their purchase. Therefore customers may return any goods ordered online if they are unused, in resalable condition with swing tags and product labels still attached. We offer a full returns policy for unwanted or unsuitable items within 28 days of receipt of the item. Customers will be responsible for returning unwanted items therefore, a tracked returns service is recommended to ensure parcels reach us securely.

Returns Address:

Xplore Luggage

C/0 Modrec International

Fergusons Transport Limited

Barmston lane

Pattinson Industrial estate

Washington

NE38 8QT

In the event you were sent faulty goods or the incorrect item, a courier will be arranged on behalf of Xplore Luggage to collect this.  

All items returned will be checked by the manufacturer, only items with an established fault will be offered an exchange or a refund.  Please note our returns and guarantee policy only covers manufacturing faults, not general wear and tear, neglect or damage caused by airlines – if this occurs please be sure to contact the airline directly as soon as possible after the incident.

International Returns:

For international returns please note that Xplore Luggage will only reimburse the cost of shipping your parcel back to us in the case of faulty or the incorrect items were originally sent. For all other returns, customers will be responsible for shipping packages back to the company, therefore a signed service is advised.

Refunds:

We aim to deal with refund requests 7 working days of receiving them.  Once an item has been returned and the refund request is processed by a member of our team, the money should appear in your bank after typically within 5 working days depending on your bank provider. When your return has been processed you will receive an email to update you on the status of this.   

If you have not received any correspondence from us about your return in the outlined timeframe above please get in contact with us as soon as possible to try and resolve this issue.

This policy is only valid if you can produce the relevant product swing tag, retailer details and purchase receipt. This does cover wear and tear, neglect or damage incurred during airline transit. Upon arrival to destination if you discover damage to your luggage submit a claim with the airline and your travel insurance company as soon as possible. 

All luggage, backpacks and leisure bags come with product-specific guarantees effective from the date of purchase, covering manufacturing defects, workmanship and material failure. Details of these can be found on the individual product POS. 

Guarantees

This policy excludes all leather goods. 
If you would like to claim against your products guarantee, please contact info@xploreluggage.com or use the telephone number: 0330 311 2504 with the following information:

• Your full name. 
• Contact telephone number.
• Description of what is wrong with your item. 
• Images of defects.