Refund policy

Returns & Refunds Policy

Issued under United States Federal Trade Commission (FTC) regulations, the Virginia Consumer Protection Act (Va. Code § 59.1-196 et seq.), and the implied warranty of merchantability set out in Va. Code § 8.2-314.

1. Starting a Return

Two routes, both reaching the same team:

  • Email info@elrakus.com with your name, order number, and which bag is going back.
  • Complete the return form at elrakus.com.

Please wait for our reply before shipping anything. We will send you the correct return address, and a parcel that arrives without one cannot be matched to an order or refunded.

2. You Have 90 Days

Elrak accepts returns for 90 calendar days from the day your order is delivered, and you never have to justify the decision.

The long window is deliberate. A travel bag cannot be judged on a hallway floor. You need to pack it, lift it loaded, see whether the laptop sleeve takes your machine and whether the shoulder straps sit right after an hour. Ninety days is room enough to test a bag against a real trip rather than a first impression.

3. Condition We Need It In

Packing a bag to see how it carries is fine. Taking it through baggage handling is not. To be refundable, an item should be:

  • unused outside the home, with no scuffing, staining, or abrasion from transit;
  • complete, with every strap, rain cover, packing cube, luggage tag, dust bag, and card it shipped with;
  • free of odour, moisture damage, pet hair, and any alteration to the hardware or fabric;
  • returned inside its original packaging wherever that is still possible;
  • requested inside the 90-day window.

We cannot accept back:

  • bags that have clearly travelled, including anything with airline tags or handling marks;
  • items monogrammed, embossed, or otherwise personalised to your order;
  • products damaged after delivery through misuse, overloading beyond stated capacity, or attempted repair.

4. The Steps

  1. You write to info@elrakus.com or submit the return form, quoting your order number.
  2. We answer within 1 to 3 business days with a decision and, where approved, the return address and packing guidance.
  3. You pack the bag with everything it came with and send it to the address we gave you.
  4. We inspect it on arrival and refund you as described below.

5. Who Covers the Postage

  • Faulty, damaged in transit, or not the item you ordered: Elrak pays the return postage in full, and the replacement ships free.
  • Simply not the right bag for you: the return postage is yours. Please use a tracked service. We can only refund what actually reaches us, and an untracked parcel that goes missing leaves neither of us with a remedy.

6. Getting Your Money Back

Refunds are issued within 14 calendar days of the returned item reaching us and passing inspection, to the same card, wallet, or account you paid with. We cannot send a refund to a different payment method than the one used at checkout.

You receive the full price of the goods returned. Since shipping is free on every Elrak order, there is no delivery charge to withhold. Allow your bank a further 3 to 10 business days to show the credit on your statement; that final stretch is outside our control.

7. Faults and Warranty

There is no single federal warranty term in the United States. Your protection comes from the implied warranty of merchantability under Virginia law, which requires that a bag be fit for the ordinary purpose it is sold for, and from the Magnuson-Moss Warranty Act where a written warranty is supplied with the product.

In practice, a zip that separates, a seam that opens, a buckle that fractures, or a strap anchor that pulls loose under normal load is a defect, and we treat it as one. Elrak repairs, replaces, or refunds at no cost to you.

What no warranty covers is wear. Leather patinas, fabric fades in sun, corners scuff, and wheels wear down; a bag used hard for years will show it. Nor does it cover damage from packing past the stated capacity, from airline or courier handling, or from cleaning methods the care label warns against.

8. Arrived Damaged or Wrong

Write to info@elrakus.com within 48 hours of delivery, attaching photographs of the bag, the inner packing, and the outer carton with its shipping label still visible.

That 48-hour window is not bureaucracy: carrier claim periods are short, and photographs taken on the day are what let us recover the loss and get a replacement moving straight away. We ship the replacement at no charge, or refund you in full where the item is no longer available.

9. When We Cannot Fill an Order

If stock runs out between your order and dispatch, we email you, cancel the line, and refund it in full within 14 calendar days. We will never substitute a different colour or model without asking you first.

10. Talk to Us

Every question about a return goes to info@elrakus.com, answered within 2 business days, Monday to Friday. If something has gone wrong with your order, tell us early. Problems raised in week one are almost always easier to fix than the same problem raised in week eight.