At Travel Gear Shop, we stand behind the quality of our premium travel products just as we stand behind our commitment to customer satisfaction. If you’re not completely happy with your purchase of our 3pc/4pc/5pc luggage sets, cabin luggage, or other travel gear, we’re here to help.

Our Returns Promise

We offer a 15-day return policy from the date you receive your item(s). To be eligible for a return:

  • Item must be unused and in the same condition as received
  • Item must be in its original packaging (including all protective covers for our hard-sided luggage)
  • Proof of purchase is required

Note on Eco-Friendly Products: For hygiene reasons, our eco-friendly luggage collections that show signs of use cannot be returned unless faulty.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact us within 15 days of receiving your order by emailing [email protected] with your order number and reason for return
  2. Wait for approval – Our Brighton-based customer service team will respond within 24 hours (weekdays) with return instructions
  3. Package your item securely in its original packaging
  4. Ship your return to our warehouse address (provided in your return approval email)

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked shipping service for your protection.

Refund Processing

Once we receive and inspect your return:

  • Timing: Refunds are processed within 3-5 business days
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Deductions: Original shipping costs are non-refundable, and a restocking fee may apply for large or extra-strong luggage items

Exchange Process

For exchanges (size, colour, or product type):

  1. Follow the standard return process above
  2. Clearly state in your email that you’re requesting an exchange and specify the desired replacement item
  3. Once we receive your return, we’ll ship your replacement using your preferred shipping method (standard or free shipping if over £50)

Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned unless faulty:

  • Eco-friendly luggage that shows signs of use
  • Personalised or monogrammed items
  • Items not in original condition (damaged, soiled, or missing parts)

Return Request Template

Use this template when emailing your return request:

Subject: Return Request – Order #[Your Order Number] Dear Travel Gear Shop Team, I would like to request a return/exchange for my recent order (#[Your Order Number] placed on [Order Date]). Product(s) to return: – [Product Name] (e.g., Expandable 4pc Set in Blue) – [Reason for Return] [For exchanges only:] I would like to exchange this for: – [Desired Product Name] – [Preferred Colour/Size] I confirm the item(s) is/are unused and in original packaging. Please advise next steps at your earliest convenience. Kind regards, [Your Full Name] [Your Contact Number]

Damaged or Faulty Items

If your extra-strong or hard-sided luggage arrives damaged, please contact us immediately with photos of the damage. We’ll arrange a free return and expedite your replacement.

For any questions about our returns policy, don’t hesitate to contact our friendly customer service team at [email protected].