Refund policy

At LUGS, we are committed to providing you with a smooth and transparent shopping experience. Our return and refund policy guarantees a fair and easy process if you're not entirely happy with your purchase.

Eligibility for Returns

You may request a return within 30 days of receiving your order. To be eligible:

Items must be unused, undamaged, and in their original condition
All original tags, labels, and packaging must be intact
A proof of purchase, such as your order number or receipt, is required

Items that cannot be returned include:

Footwear that shows signs of wear or use, including creasing, scuffs, or worn soles.
Shoes that have been altered or modified in any way after purchase.
Any product returned without its original packaging (dust bags, shoe box, or protective wrapping).

How to Initiate a Return

To begin a return, contact our customer support team.

Please include the following information:

Your full name
Order number
Reason for the return
Photos, if the item is defective, damaged, or incorrect

You will receive a return authorisation and detailed instructions. We do not provide return shipping labels for any return.

Return Shipping Responsibilities

Return Reason	Who Pays Return Shipping	Resolution
Defective, damaged, or incorrect item	LUGS	Full refund or replacement
Change of mind, wrong size, unwanted	Customer	Customers Responsibility

All returned items must be properly packaged to prevent damage in transit.

Refund Process

We will notify you of your refund's approval or rejection after we receive and inspect the returned item.

Approved refunds will be processed within 15 business days
Refunds are issued to the original payment method
Original shipping costs are non-refundable, unless the return is due to our error

Exchanges

Yes, we do offer exchanges. If you would like to exchange an item, please reach out to our customer support team with your request. You will need to return the original item first, and once we receive it, we will send out the new item you requested.

Order Cancellations

You may cancel your order prior to shipment by contacting our support team. Once your order has shipped, please follow the return process outlined above.