Luggage isn’t just a product, it’s a promise. A promise that a zipper won’t bust in Terminal C. That the carry-on fits overhead and under pressure. And when that promise is broken, customers want an out. Fast.
That’s why a crystal-clear luggage return policy matters more than most brands realize. It’s not just about shipping a suitcase back to the warehouse; it’s about saving the customer from dragging regret through security with them. Whether you’re selling hard-shell spinners, tech-ready backpacks, travel accessories, or duffels built for Everest, your return policy should make travelers feel confident about buying now and flying later.
So let’s map out what a good return policy looks like in this space, one that helps customers roll with it (pun fully intended) and helps your business keep returns from becoming turbulence.
What Is a Luggage & Travel Gear Return Policy?
A luggage return policy explains how customers can return or exchange items like suitcases, carry-ons, travel organizers, and gear accessories. A returns policy outlines the procedures and requirements for returning or exchanging luggage and travel gear.
It should answer the big three:
How long do I have to return this?
What condition does it need to be in?
How do I get my money back (or a replacement)?
Travel gear is often bought in anticipation of a trip, so timing matters. If the trip comes and goes, you may be dealing with used items, delayed return requests, or damaged-in-transit complaints. Your policy needs to anticipate all of it and spell it out.
And since luggage is bulky and expensive to ship, your return strategy should also address who’s footing that bill and what’s eligible for free return shipping. Spoiler: If the handle broke on Day 2, it’s probably you.
What Should Your Return Policy Include?
1. Return Window
A standard return window for luggage is 30–45 days from delivery. But depending on your brand positioning (premium? budget?), you may want to offer more.
Example:
“Returns accepted within 45 days of purchase if unused and in original condition.”
If you sell in peak gifting seasons or for summer travel, consider a longer window or seasonal extension.
2. Condition Requirements
Here’s where things get real. Is the suitcase scuffed? Was it used on a cross-country tour? Most luggage return policies do not accept items that have been used or show wear.
Set expectations:
Merchandise must be in unused condition to qualify for a return
Merchandise must have original tags attached
Merchandise must be returned in its original form to be eligible for a refund or exchange
All wheels, handles, and zippers are functional
No scratches, scuffs, or personalization
Include packaging rules if applicable. Some brands require the luggage to be returned in its original shipping box or dust bag.
3. Bundles, Sets & Accessories
If you sell luggage sets (e.g., a 3-piece combo) or items with detachable tech, specify whether partial returns are allowed. Usually, they’re not.
Example:
“Luggage sets must be returned in full, with all components intact and unused.”
Same for travel kits, every pouch, cable tie, and tag should come back.
4. Refunds, Store Credit & Exchanges
Clearly lay out how refunds are issued:
To the original payment method (refunds will be refunded to the original payment method)
Store credit for gifts
Exchanges are available for different colors or sizes
Refunds are processed after the return is received and inspected
Customers can receive a full refund if the item meets all return conditions
A prompt refund will be issued once the return is approved
Clarify which costs are refundable and which are not (e.g., shipping fees may be non-refundable)
A receipt is required for all returns and exchanges
Items must have been purchased within the return window to qualify
If you deduct a return shipping fee or restocking fee, say so upfront. But if you want to win loyalty, consider waiving that for defective items or first-time buyers.
“Your satisfaction is guaranteed with our hassle-free return and exchange policy.”
5. Return Shipping
Be explicit. Luggage is heavy, and shipping is pricey. Answer these:
Do you provide prepaid return labels?
Is return shipping free?
Will you deduct return shipping from the refund?
Some brands provide a pre-paid return label for returns, while others require the customer to cover the return shipping costs. In many cases, shipping costs for returns are only covered if the item is defective or damaged; otherwise, the buyer is responsible for these costs. If a pre-paid return label is not provided, the costs of return shipping will be deducted from your refund. Please note that shipping costs are non-refundable once the order has shipped. For detailed instructions on return shipping, please visit our website.
6. Exceptions
“Please note: Some items are subject to special exceptions and may not be eligible for return or exchange.”
Cover your bases:
Used luggage is almost always non-returnable
Personalized or monogrammed items \= final sale
Clearance items are often not eligible for return
Note: Certain items may have additional restrictions or limitations based on store policy
If you offer any warranty, even a limited one, distinguish it from the return policy.
Items listed above are typically excluded from returns or exchanges.
Real-World Return Policy Examples
Away
Away, a direct-to-consumer luggage brand, offers one of the most flexible return policies in the game.
Highlights:
100-day return window (yes, you read that right)
No questions asked
Applies to luggage and travel gear
The item must be unused
Free return shipping
Why it works: Away is betting that confident buyers \= loyal buyers. The policy reduces friction, especially for first-timers.
Samsonite
A more traditional luggage brand, Samsonite offers:
30-day return window
Items must be unused, in original packaging
Return shipping cost is covered by the customer
Refunds issued after product inspection
This is a fairly standard approach, clear, structured, and protective of the bottom line. But it’s less customer-centric than DTC brands.
Calpak
Calpak falls somewhere in between:
30-day return policy
$10 return shipping fee deducted from the refund
Items must be in new condition
Final sale and personalized products are excluded
They also include prepaid labels, which are helpful, even if the customer pays for the return indirectly.
Tips for Building Customer Trust
Highlight First-Time Buyer Confidence
Buying a $300 suitcase online isn’t a small thing. Offer peace of mind to first-time buyers, a longer return window, hassle-free refunds, or an exchange policy if they’re not 100% thrilled.
Show You Understand Travel Timing
Many returns happen after a trip. If someone reaches out on Day 35, and they used the luggage once and something broke, don’t hide behind the 30-day line. Include flexibility in your policy, maybe a “within reason” clause for defective items.
Be Transparent About Fees
Don’t bury shipping deductions or restocking fees in the fine print. If you’re going to charge a $20 return fee, put it front and center. Customers hate surprises more than carry-on bag restrictions.
Offer Exchanges Without Extra Shipping
If someone wants to swap for a different size or color, eat the return shipping, especially if the item’s in perfect condition. Exchanges are a chance to retain revenue.
Final Thoughts
Luggage isn’t just functional, it’s aspirational. Your return policy should reflect that. It should say: We get it. You want this to work. But if it doesn’t, we’ve got you.
Whether you lean generous (like Away) or cautious (like Samsonite), what matters most is clarity and consistency. Customers will remember how easy or hard it was to send something back, especially if they’re already stressed about an upcoming trip.
So write your policy like you pack for a flight: thoughtfully, with just the right amount of room to breathe.
Want Your Return Policy Hosted on ShippinGenius?
The ShippinGenius ecommerce return template is a great starting point, but the top Shopify brands host their return policy pages on ShippinGenius for a reason:
Professionally formatted, SEO-optimized pages
Indexed by Google for discoverability
Trusted by shoppers and search engines alike
Want your return policy listed on ShippinGenius.com alongside top brands like Allbirds, Bombas, and Brooklinen? Request a Listing.
Frequently Asked Questions
Can I return luggage after using it?
Most brands require luggage to be unused for a full return. If the item has scuffs, damage, or visible wear, it likely won’t qualify. However, if something breaks after one use and the product is under warranty, reach out to the brand’s support team, and you might qualify for a replacement or repair.
Do I need the original box to return luggage?
Usually, yes. The original shipping box or product packaging helps ensure the item returns safely and can be inspected properly. If you tossed the box, contact customer service before returning; they may offer a workaround, but it could delay processing.
Are monogrammed or custom bags returnable?
Nope. Most luggage companies consider personalized or monogrammed gear final sale. Always double-check spelling and style before ordering custom touches; there’s no return safety net once it’s printed.
What happens if my suitcase arrives damaged?
Contact customer service immediately. Most companies will cover the cost of a replacement or repair if the item arrives damaged. You’ll likely need to send photos and return the defective product.
How long do refunds take?
Typically, once the return is received and inspected, refunds take 5–10 business days to appear in your account. If you paid with a credit card, processing time can vary by bank. Some brands also offer instant exchanges or store credit if you prefer.