Returns & Refunds

How returns and refunds work.

14-day cancellation

For UK orders, you can cancel within 14 days of receiving the goods without giving a reason. The legally binding details are in our cancellation policy. This page explains the steps in plain English.

We also offer a voluntary 100-day return guarantee. Its process and terms are set out separately.

How to return an item

Tell us you wish to cancel. A clear email to contact@altairluggage.com is enough; no reason is required. Please include your order number if you can. Photos help us handle faults.
We send the return details, including the address and, if you wish, a return label. We will tell you the label cost before you use it. Our confirmation is not required for an on-time cancellation.
Send the goods back within 14 days of telling us you are cancelling. Pack them securely, ideally in the original box.
We refund you to the original payment method within 14 days of receiving the goods back or evidence that you have sent them, subject to any applicable return-label cost.

Important: Your order number helps us match the return to your order. Your statutory right to cancel does not depend on our approval or on your giving a reason.

Return postage

We can arrange the return for you. After your email, we send a ready-to-use return label, so you only need to hand over the parcel.

The actual label cost is deducted from your refund only if you choose to use it. We tell you the exact amount beforehand. Suitcase returns are usually around €20–€30, depending on size and location. We will quote the exact UK return cost in pounds before you choose to use the label. Smaller accessories usually cost less to return.

You may also arrange the return yourself. Please request the correct address at contact@altairluggage.com before sending anything.

If your item is damaged or incorrect

If your suitcase arrives damaged, an item is missing, or you receive the wrong product, we cover the return cost. We will not deduct it from your refund. This is a fault or fulfilment issue, rather than a change-of-mind cancellation.

Please send us your order number, photos of the issue, and a photo of the outer box if it is damaged. We will resolve the matter through a replacement, spare part or refund, as appropriate.

Condition of the goods

You may unpack and inspect the suitcase as you would in a shop: look at the shell and interior, test the lock and try the wheels.

A suitcase used for a trip, visibly scratched or covered in stickers may have a reduction for diminished value where the law permits. In that case, we refund the price less the loss of value.

Free gifts

If your order included a free item, please return it with the main product.

Refunds

We refund to the payment method you used. Depending on your bank or payment provider, it can take a further 3–10 working days for the money to appear in your account.

We refund the purchase price and the original standard delivery cost. Our original delivery is free, so that cost is £0. The only return-label cost we deduct is the actual amount disclosed to you before you choose to use our label, where applicable.

Return address

After your email, we send the return address with your label. We choose it according to the delivery country for your order, to make the return as straightforward and quick as possible.

Giving notice of cancellation in time is enough to meet the cancellation deadline; you do not need separate authorisation to return the goods.