Returns & Refunds

14-day right of withdrawal

You can cancel your order within 14 days of receiving the goods without giving a reason. The legally binding details are set out in our withdrawal policy. On this page we explain how it works in plain language.

How a return works

  1. Write to us first. Send an email to contact@altairluggage.com with your order number and the reason for the return. If something is faulty, please attach photos.
  2. We reply within 24 hours on business days and confirm the return along with everything you need.
  3. Send the goods back – within 14 days of declaring your withdrawal. Please pack them well, ideally in the original box.
  4. We refund the purchase price within 14 days of receiving the goods or of your proof of shipment, to the same payment method.

Important: please don't send anything back unannounced. We can't reliably match unannounced shipments to an order, which delays processing considerably. A short email first saves you and us a lot of effort – and in some cases saves you the return shipment altogether.

Cost of the return shipment

You bear the direct cost of the return shipment.

Because our suitcases can't be sent as an ordinary parcel given their size and weight, we'll be upfront about what to expect: roughly 80 to 150 euros, depending on size, weight, carrier and where you live. Accessories such as packing cubes, vacuum bags or trackers are far cheaper to send back.

So, once again: write to us before you send anything back. Very often we find a better solution together.

If the goods are damaged or incorrect

If your suitcase arrives damaged, a part is missing, or you received a different item than the one you ordered, we cover the cost, of course. That isn't a withdrawal, it's a warranty case.

In that case, please send us:

  • your order number
  • photos of the damage
  • a photo of the shipping box, if it is damaged

We'll sort it out without any debate – with a replacement delivery, a spare part or a refund.

Condition of the goods

You're welcome to unpack the suitcase and examine it properly: look over the shell, test the lock, try the wheels, inspect the interior – exactly as you would in a store.

A suitcase that has already been on a trip, however, or that is visibly scratched or covered in stickers, may lead to a deduction for loss of value. In that case we refund the purchase price minus the loss in value.

Free gift items

If you received a free item with your order, please send it back together with the main product.

Refunds

Refunds go back the same way you paid. Depending on your bank or payment provider, it then takes another 3 to 10 business days before the amount shows up in your account.

We refund the purchase price along with the original delivery costs – which with us are 0 € anyway, since we ship free of charge.

Return address

ALTAIR LLC
8206 Louisiana Blvd NE
Albuquerque, NM 87113
United States of America

Please always get in touch before sending anything back.

Still have questions?

contact@altairluggage.com – we usually reply within 24 hours on business days. There's no automated hold queue; you're writing directly with our team.