Refund policy

Refund policy

We want you to love your Roam bag. If it isn't right for you, this policy explains how to return it. Nothing here affects your legal rights as a UK consumer.

1. Our 30-day risk-free trial
You can try your Roam bag for 30 days from the day it's delivered. If it doesn't fit your airline's sizer, or it simply isn't for you, send it back for a full refund of the price you paid.
To be eligible:
Contact us within 30 days of delivery at roam@lumaforyou.com with your order number.
Return the bag clean and in a condition we can resell or refurbish. You can keep the free gifts.
Normal use while travelling is fine. We may reduce the refund if the bag is damaged, heavily soiled or missing parts because of how it was handled.

2. Your legal right to cancel (14 days)
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of receiving it, without giving a reason. Tell us within that period by email, then return the items within 14 days of telling us. Our 30-day trial gives you longer than this, but this legal right applies whatever happens.
When you cancel, we refund the price you paid including the standard delivery cost (if you paid any). We may reduce the refund if the item's value has dropped because it was handled more than needed to inspect it, as you would in a shop.

3. How to return your bag
Email roam@lumaforyou.com with your order number and the item(s) you're returning.
We'll reply within 2 working days with the return address and instructions.
Pack the bag securely, ideally in its original packaging, and send it with a tracked service. Keep your proof of postage.
Return postage: You pay the cost of returning the item, unless it is faulty or we sent the wrong item.

4. Refunds
We'll refund you within 14 days of receiving the returned item, or of you showing us proof you've sent it back, whichever is sooner.
Refunds go back to your original payment method. Your bank may take a few extra days to show it.
You'll get back the amount you actually paid. If you used a discount code or bought during a sale, the refund is the discounted price.
2-Packs: you can return one or both bags. If you return one bag from a 2-Pack, we refund the difference between the 2-Pack price you paid and our single-bag price at the time you ordered.

5. Faulty, damaged or wrong items
If your bag arrives damaged, is faulty, or isn't what you ordered, contact us with a photo as soon as you can. Under the Consumer Rights Act 2015:
Within 30 days of delivery, you can reject a faulty item for a full refund.
Within 6 months, if a fault appears, we'll repair or replace it. If that isn't possible, or doesn't fix the problem, you can have a refund.
After 6 months, you're still protected for faults that were present when you received the item.
We cover the cost of returning faulty or incorrect items.

6. Gifts
If you received a Roam bag as a gift, you can return it under this policy. We'll refund the person who bought it, to their original payment method.

7. Items we can't accept
We can't accept returns of items that have been damaged through misuse, altered, or are missing parts, except where the law says otherwise (for example, faulty items).

8. Contact us
Email: roam@lumaforyou.com
Hours: Monday to Saturday, 10am to 5pm (UK time)