Refund policy

The Navigo Way to Returns & Refunds 

Your bags should come with zero baggage. Not satisfied? That’s ok. Email us at support@shopnavigo.com and we'll do whatever it takes to make it right. 

Test it out.

We offer a 15-day Return Window on most of our luggage, starting from the day your order is delivered. Take your Navigo product for a light test spin indoors to see if it’s the one. And if it’s not your perfect travel companion, simply return it for a full refund or exchange it for another item that better suits your needs.

The fine print—but we’ll keep it easy! 

• We love when you customise your Navigo. However, once an item is tailored specifically for you, it cannot be returned or exchanged.
• We can only accept returns if the product is in its original packaging, in resalable condition, and accompanied by the original invoice. Basically, send it back the way it arrived!
• The 15-day Return Window is only available for purchases made on www.shopnavigo.com. That’s the perk of showing us your love!
• Returns & Exchanges do not apply to purchases from our physical retail stores or other e-commerce platforms.
• Returns/Exchanges do not apply to products purchased under any sale.

Trying us out? Read this first

We only accept returns on unused items—but we totally get wanting to try before you fly. Here’s how to give your Navigo a light test run, so you are eligible for smooth and easy returns. 

• Take your suitcase for a spin indoors to test out our 360°, buttery smooth, whisper-silent wheels.
• Try out your suitcase’s interior compression system by packing in as many outfits as you can.
• Keep your suitcase’s lock set to 0-0-0 until you’re sure you’re not returning your bag.
• Keep all your original packaging—you’ll need it if you want to return your order. All components, including tags, manuals, and accessories, should be intact and returned in the original packaging.
• Most importantly, the item must be unused and in its original condition.
  
  

A few exceptions to our 15-day returns & refunds policy! 

• Used items - Products must be unused, in their original condition, and in their original packaging.
• Personalised items - These are bespoke items and cannot be returned or exchanged.
• Gift cards - These are not returnable or refundable once purchased.
• Items already returned - One item cannot be returned twice. 

Initiating a Return

Returning something? Kindly share a 360° unboxing video following the steps below, as it is required for verification and email us at support@shopnavigo.com to schedule a pickup. Include your order number to help us serve you better.

Once your item reaches us, we’ll do a quick quality check and, if the product passes it, we will send your refund straight to your bank account. Most refunds take 10–15 business days, but we’ll always try to fast-track it.

If an item doesn’t pass our quality check, we’ll let you know. In such cases, shipping costs (both ways) will be on you and must be settled before we send the product back to you.

360° Unboxing Video – How to Record:

Order Cancellation

• Cancellations can only be accepted within 24 hours of placing the order. Once confirmed, orders with personalization cannot be cancelled.
• However, cancellation requests may not be processed if the order has already been shipped or is out for delivery.

Our team’s always here if you need help — just reach out.