Refund and Return Policy

We want you to be genuinely happy with your Lugvora luggage. If something is not right, you can request a return under the conditions below.

Lugvora is a trading name of JOVI DIGITAL LTD, a private limited company registered in England and Wales under company number 17133346, with its registered office at Civic House, 156 Great Charles Street Queensway, Birmingham, England, B3 3HN.

This policy does not affect your statutory rights.

30-Day Return Policy

We offer a 30-day return policy. You have 30 days from the day you receive your order to request a return.

To be eligible for a return under this policy, the item must be:

• In the same condition in which you received it
• Unused and free from signs of wear, marks or scuffs
• With original tags attached, where applicable
• In its original packaging, where possible
• Accompanied by your order confirmation or proof of purchase

Items that do not meet these conditions may not be accepted, unless you are exercising a legal right that applies to your purchase.

Your Legal Right to Cancel (UK and EU)

If you are a consumer in the United Kingdom or the European Union, you have the legal right to cancel your online order within 14 days of receiving your goods, without giving any reason. This right applies under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and equivalent EU consumer legislation.

After telling us that you wish to cancel, you have a further 14 days to send the goods back to us.

To exercise this right, contact us at contact@lugvora.com. Any clear statement confirming that you wish to cancel your order is sufficient.

You may inspect and handle the goods as you would in a shop. However, we may reduce your refund if the value of the item has been reduced because it was handled beyond what is necessary to establish its nature, characteristics and function.

Our 30-day return policy is offered in addition to this legal right, not instead of it.

How to Start a Return

Email contact@lugvora.com including:

• Your full name
• Your order number
• The email address used at checkout
• The reason for the return
• Photos of the item, if it is damaged, faulty or incorrect

Once your request has been reviewed and approved, we will email you return instructions including the correct return address. Please do not send anything back before you receive those instructions, as items returned without an approved request may not be accepted.

Return Shipping Costs

If an item is faulty, damaged or incorrect, we cover the cost of return shipping and will provide a return label or instructions at no cost to you.

For returns due to a change of mind, an unwanted item or the wrong choice of size or colour, the customer is responsible for the cost of return shipping, unless applicable law requires otherwise or our support team states otherwise in writing.

Where you exercise your legal right to cancel, we will refund the cost of standard delivery paid on your original order. If you chose a more expensive delivery option such as Express Delivery, we will refund the value of our standard delivery service only.

Damaged, Faulty or Incorrect Items

Please check your order as soon as it arrives. If an item is faulty, damaged in transit, or is not what you ordered, contact us at contact@lugvora.com straight away with your order number and clear photos of the item and its packaging.

Under the UK Consumer Rights Act 2015, if goods are faulty, not as described or not fit for purpose, you may be entitled to a full refund within 30 days of delivery, or to a repair or replacement after that period. These rights are in addition to anything set out in this policy.

Exchanges

We offer exchanges on eligible items, subject to availability. The fastest way to get the item you want is to request a return for the original item and place a new order once the return has been approved.

Items That Cannot Be Returned

• Items that have been used, marked, altered or damaged after delivery
• Items returned without original tags or packaging, where this affects their resale condition
• Gift cards, which are non-refundable
• Custom, personalised or made-to-order products
• Items clearly marked as final sale at the time of purchase

If you are unsure whether your item qualifies, contact us before sending it back.

Sale Items

Sale items may be returned if they meet the conditions in this policy, unless they were clearly marked as final sale. Your statutory rights for faulty sale items are the same as for full-price items.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved.

Approved refunds are issued to your original payment method within 14 days of us receiving the returned item, or of you providing proof that the item has been sent back, whichever is earlier.

Your bank or card provider may take a few additional working days to post the refund to your account.

We do not charge cancellation or restocking fees.

If Something Goes Wrong

If you are unhappy with how a return or refund has been handled, contact us at contact@lugvora.com and we will review your case. Consumers in the UK may also seek advice from Citizens Advice, and consumers in the EU may use the European Commission's Online Dispute Resolution platform.

Contact Us

Email: contact@lugvora.com
Phone: +44 20 7341 6333
Customer support hours: Monday to Friday, 9:00 to 18:00 GMT
Response time: we aim to reply within 24 business hours

Registered business address:
JOVI DIGITAL LTD
Civic House, 156 Great Charles Street Queensway, Birmingham, England, B3 3HN