Return & Exchange Policy

This policy covers returns and exchanges for our suitcases and travel bags via our Shopify store. For inquiries, use the contact info below.

1. Eligibility Requirements

Item Type	Return Window	Exchange Window	Key Conditions
Hard-Shell/Soft-Sided Suitcases	30 days post-delivery	15 days post-delivery	Unused, original packaging; no scuffs, cracked shells, or damaged wheels/zippers
Travel Bags/Duffels	30 days post-delivery	15 days post-delivery	Unused, tags intact; no torn fabric, broken straps, or missing TSA locks

Quality Issues: Defects (e.g., faulty zippers, non-functional wheels, broken lock mechanisms) require clear photos/videos for verification.
Wrong Items: Provide Shopify order screenshots to confirm incorrect size (e.g., carry-on vs. checked) or style.

Request: Email zincs_brunt_6l@icloud.com with your Shopify order number, item type, reason for return/exchange, and supporting proof (photos/videos of defects/wrong items).
Approval: We respond within 2 business days. Approved requests receive a return address (our Wallan hub: 13 Roulston way, Wallan, VIC, 3756, Australia, or partner warehouse) and a unique return ID (must be marked on the package).
Ship Back: Send items within 7 days. Use original reinforced packaging (or equivalent) with corner protectors—suitcases must be empty and wrapped in bubble wrap to avoid transit damage.
Finalization: We inspect returns in 4-6 days. Eligible exchanges ship within 48 hours; refunds process via Shopify Payments in 3-5 business days.

Quality/Wrong Items: We cover round-trip shipping (reimburse up to AU$50 / US$33 via logistics receipt, due to luggage size/weight).
Personal Reasons: You pay return shipping + a 12% restocking fee (covers repackaging and inspection for large items).
Ineligible Items: Used suitcases (with scuffs), items damaged by misuse (overpacking, rough handling), missing parts (dust bags, locks), or custom bulk orders are refused—you bear return shipping costs.