Refund policy

 

LugRoom — Refund & Returns Policy

Last updated: 8 September, 2026

Our 30-day trip test guarantee

We want you to actually try LugRoom on a real trip before deciding it's for you. If you're not happy within 30 days of delivery, contact us and we'll arrange a refund or exchange.

  • The bags and pump should be returned in a reasonably clean, undamaged, resalable condition — a bag that's been used to pack for one trip and tested is fine; something that's been damaged, heavily soiled, or is missing parts isn't eligible.
  • Original packaging isn't required, but please pack items securely for the return trip.
  • [confirm: who covers return shipping cost — you or the customer? Most stores have the customer cover return shipping unless the item is faulty.]

How to start a return

  1. Email info@lugroom.co.za with your order number and the reason for the return.
  2. We'll confirm the return and send you the return address and instructions.
  3. Once we receive and inspect the returned item, we'll process your refund or exchange within 7 working days.

Refunds are issued to your original payment method. Please allow a few extra days for the refund to reflect, depending on your bank.

Faulty or damaged goods

If your order arrives damaged, defective, or not as described, this is covered separately from the 30-day guarantee above — you have rights under the Consumer Protection Act 68 of 2008, including the right to a repair, replacement, or refund for goods that don't meet the standard of quality, safety, and durability a reasonable person would expect, generally within 6 months of delivery. Contact us as soon as you notice the issue and we'll sort it out at no cost to you.

Cancellations

If you need to cancel an order, contact us as soon as possible at info@lugroom.co.za. If the order hasn't shipped yet, we'll cancel and refund it in full. If it's already on its way, you're welcome to refuse delivery or return it under the guarantee above once it arrives.

What's not covered

  • Items damaged through misuse (e.g. the pump used with an incompatible charger, bags punctured by sharp objects)
  • Requests made more than 30 days after delivery, outside of a manufacturing fault

Questions

Reach us at info@lugroom.co.za — we'll get back to you as quickly as we can.