Returns, Exchanges & Warranty

Our Policy

14-Day Return Window

We hope every Loure piece arrives exactly as you imagined. Our policy lasts 14 days from the date your order is fulfilled. If 14 days have passed since fulfilment, we are unfortunately unable to offer a refund or exchange.

To be eligible for a full refund, your item must be unused and in its original, resalable condition, returned in its original packaging with all included accessories and tags intact. We may apply a restocking fee of up to 25% depending on the condition of the returned item upon receipt. Proof of purchase is required to complete your return.

Eligibility

Items Eligible for Return

To qualify for a return, the following conditions must be met:

• The item is in its original, unused condition
• All original packaging, accessories and tags are included
• The return is initiated within 14 days of order fulfilment
• Proof of purchase is provided

Any shipping damage or manufacturing defect claims must be made within 10 days of receiving your order. We require photographs of the damaged item and packaging.

Refunds

Refund Process

If your order has not yet been dispatched and you wish to cancel, you are eligible for a full refund including the product cost and any shipping fees paid.

If your order has already been dispatched, once the returned item is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 14 days of us receiving the item. Expedited shipping fees are non-refundable once dispatched.

Late or missing refunds? Please first check your bank account and contact your card provider. If you still have not received your refund, contact us at support@loure.co.uk.

Exchanges

Exchanges

We replace items only if they are defective or damaged upon arrival. If you need to exchange a defective item, please contact us at support@loure.co.uk within 10 days of receiving your order, along with photographic evidence of the defect.

Depending on your location, delivery times for exchanged items may vary. Tracking information will be provided once your exchange is dispatched.

Return Shipping

How to Return

To initiate a return, please contact our customer care team at support@loure.co.uk. Once approved, we will provide a pre-paid returns label for UK orders.

For international returns where free shipping was not included in your original order, all sales are final. Customs fees and duties are non-refundable in all cases. We recommend using a tracked service and retaining proof of postage.

Guarantee

Lifetime Warranty

Every Loure suitcase is backed by our Lifetime Warranty, covering manufacturing defects in materials and workmanship for the lifetime of the product to the original purchaser.

Conditions

Warranty Conditions

To be eligible for a warranty claim, all of the following conditions must be met:

• You must be the original purchaser of the product, with proof of purchase from an authorised Loure retailer or loure.international.
• The product must have been used in accordance with its intended purpose (personal travel luggage only).
• The included protective dust cover must have been used for storage at all times when the suitcase was not in active use. Warranty claims on products stored without the protective cover may be denied, as improper storage can accelerate material degradation and is considered neglect.
• The suitcase must not have been modified, repaired, or altered by any party other than Loure or a Loure-authorised service partner.
• The defect must be a result of a manufacturing fault, not normal wear and tear, cosmetic damage, or external impact.

Exclusions

What Is NOT Covered

• Normal wear and tear including surface scratches, scuffs, dents, and patina on aluminium surfaces.
• Cosmetic damage that does not affect the functionality of the suitcase.
• Damage caused by airlines, baggage handlers, or third-party carriers.
• Damage resulting from misuse, abuse, overloading beyond the recommended weight capacity, or use outside of the product's intended purpose.
• Damage caused by exposure to extreme temperatures, chemicals, saltwater, or corrosive substances.
• Damage caused by improper storage, including but not limited to storage without the protective dust cover, storage in humid or damp environments, or prolonged exposure to direct sunlight.
• Wheel and handle wear resulting from use on rough, uneven, or abrasive surfaces.
• Damage to the interior lining caused by spills, staining, or sharp objects.
• Products purchased from unauthorised resellers, second-hand markets, or third-party platforms.
• Lock malfunctions caused by incorrect code entry, forced opening, or tampering.

Claims

Warranty Claim Process

To submit a warranty claim, email support@loure.co.uk with the following:

• Your full name and order number.
• Original proof of purchase (order confirmation email or receipt).
• A detailed description of the defect.
• Clear photographs showing: the defect, the overall condition of the suitcase (all sides), the protective dust cover, and the interior.

All warranty claims are subject to review and approval by the Loure quality team. We reserve the right to request the product be returned for physical inspection at the customer's expense before a decision is made. Loure will determine, at its sole discretion, whether to repair, replace, or offer store credit for approved claims. Cash refunds are not available under warranty.

Warranty claim processing may take up to 30 business days from the date we receive all required documentation or the returned product, whichever is later.

This warranty is non-transferable and applies only to the original purchaser. This warranty does not affect your statutory rights under applicable consumer protection laws.