Refund policy

 

We do our best to ensure every customer is satisfied with their order, but if something isn't quite right, you have 14 days after receiving your item to request a return. You then have an additional 14 days to send back the item. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with original GRIP tags, and in its original undamaged packaging. You’ll also need the proof of purchase with your order number.

To start a return, email contact@gripluggage.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. A return shipping fee of £3.99 will be deducted from your refund amount. Please note that this cost applies unless the item is faulty. Ensure you use the provided label to avoid any issues with processing your return.

Items sent back to us without first requesting a return will not be accepted. 
You can always contact us for any return queries at contact@gripluggage.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us within 7 days of delivery.

Exceptions / non-returnable items
Certain types of items cannot be returned, including custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item prior to placing an order.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@gripluggage.com.

Offers
Should you wish to return a product that granted you to receive a freebie, we will require the freebie product/s to be returned as well. In the event you are not able to return the freebie in its unused, resellable condition and original packaging, but still wish to return the other product/s, we reserve the right to charge you the RRP price at the time of purchase for the freebie product/s you wish to keep. Any queries, please email contact@gripluggage.com 

Personalised products are non-refundable, except in the case of manufacturing errors. See Section 21 of the Terms of Service policy for further information.