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Return Policy


ONLINE ORDERS:
o ONLINE RETURN/EXCHANGE POLICY
o HOW TO MAKE AN EXCHANGE
o HOW TO MAKE A RETURN

DEFECTIVE MERCHANDISE:
o LUG WARRANTY DETAILS
o HOW TO SUBMIT A DEFECTIVE ITEM CLAIM

RETAILERS:
o RETAILER RETURN POLICY
o HOW TO MAKE A RETURN/EXCHANGE
o DEFECTIVE MERCHANDISE




ONLINE RETURN/EXCHANGE POLICY

At Lug, our return policy is simple: If you aren’t 100% happy, then we aren’t happy. We want you to be happy and satisfied with your purchase.

Lug offers a 30-day return/exchange policy on all unused merchandise purchased through the Lug website. Unused merchandise, with original tags and packaging, may be returned for a full refund or exchange within 30 days from the ship date, less the shipping cost. A 15% restocking fee will be applied on all returned merchandise which are not packaged in the original packaging or are missing tags or accessories.

Please note: The Lug return/exchange policy does not apply to unused merchandise purchased from a retail store, other online retailers, or merchandise received as gifts.




HOW TO MAKE AN EXCHANGE

Step 1: Download and complete our Return Merchandise Authorization Form.

*You will require Adobe Reader XI to save your completed PDF. Please click here to download the latest version from Adobe.

Step 2: Submit the form via e-mail. If you are a US resident, please e-mail returns@luglife.com. If you are a Canadian resident, please e-mail returns@luglife.ca.

Step 3: Ship the item(s) back to us along with a hardcopy of the form. Please note that you are responsible for all shipping costs.


If you are a US resident, please ship the item(s) to:

LUG USA, LLC - Returns and Exchanges
6605 290th Street
Cadott, WI 54727
United States

If you are a Canadian resident, please ship the item(s) to:

LUG CANADA, INC. - Returns and Exchanges
201 Whitehall Drive, Unit 2
Markham, ON L3R 9Y3
Canada


When the original item(s) is received, the new item will be shipped out and any difference in cost will be charged or refunded to your credit card.

Please note: Exchanges must be shipped by an insured carrier for tracking purposes. Customers are responsible for all shipping costs related to exchanges. Shipping and handling charges are non-refundable. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries or Overnight Express.




HOW TO MAKE A RETURN

Step 1: Download and complete our Return Merchandise Authorization Form.

*You will require Adobe Reader XI to save your completed PDF. Please click here to download the latest version from Adobe.

Step 2: Submit the form via e-mail. If you are a US resident, please e-mail returns@luglife.com. If you are a Canadian resident, please e-mail returns@luglife.ca.

Step 3: Ship the item(s) back to us along with a hardcopy of the form. Please note that you are responsible for all shipping costs.


If you are a US resident, please ship the item(s) to:

LUG USA, LLC - Returns and Exchanges
6605 290th Street
Cadott, WI 54727
United States

If you are a Canadian resident, please ship the item(s) to:

LUG CANADA, INC. - Returns and Exchanges
201 Whitehall Drive, Unit 2
Markham, ON L3R 9Y3
Canada


When the returned item(s) is received, we will refund the same credit card that was used for the initial purchase. Please allow up to 2 billing cycles from the time we receive your item(s) for your credit to appear on your credit card statement.

Please note: Returns must be shipped by an insured carrier for tracking purposes. Customers are responsible for all shipping costs related to returns. Shipping and handling charges are non-refundable. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries or Overnight Express.




LUG WARRANTY DETAILS

Lug offers a 1-year limited warranty covering manufacturer defects. Lug will replace, at its discretion, any item(s) found to be defective under normal use. The limited warranty covers any quality issues related to hardware and stitching.

Any items with quality issues that were purchased from a retail store must be returned to the original place of purchase and the retailer will contact us to process your defective item claim directly. Any items with quality issues that were purchased from the Lug website or other online retailers, please see "How To Submit A Defective Item Claim" below.




HOW TO SUBMIT A DEFECTIVE ITEM CLAIM

Step 1: Download and complete our Return Merchandise Authorization Form.

*You will require Adobe Reader XI to save your completed PDF. Please click here to download the latest version from Adobe.

Step 2: Submit the form, digital photos, and copy of your receipt or proof of purchase via e-mail. If you are a US resident, please e-mail returns@luglife.com. If you are a Canadian resident, please e-mail returns@luglife.ca.

Step 3: Our quality assurance team will examine your case and will notify you if you are eligible for a replacement.

If you are unable to provide any or all of the required information outlined in Step 1, please notify us via e-mail. We will require you to ship the item(s) to us for examination. Please note you will be responsible for all shipping costs.


If you are a US resident, please ship the item(s) to:

LUG USA, LLC - Returns and Exchanges
6605 290th Street
Cadott, WI 54727
United States

If you are a Canadian resident, please ship the item(s) to:

LUG CANADA, INC. - Returns and Exchanges
201 Whitehall Drive, Unit 2
Markham, ON L3R 9Y3
Canada




RETAILER RETURN POLICY

Lug offers a 30-day return/exchange policy on all unused merchandise purchased directly through Lug or a Lug sales representative. Unused merchandise, with original tags, may be returned for credit or an exchange within 30 days from the ship date, less the shipping cost. A 15% restocking fee will be applied on all returned/exchanged merchandise. An additional 10% restocking fee will be applied on all merchandise that is not returned in re-sellable condition (e.g. missing hang tags, stickers on tags, missing accessories, marks or stains, etc.). Retailers are responsible for all shipping costs. Shipping and handling charges are non-refundable.




RETAILER: HOW TO MAKE A RETURN/EXCHANGE

Step 1: Contact your Lug Account Executive or our Accounting Department via e-mail and let us know that you would like to make a return or exchange. If you are a US Retailer, please fax 214-242-4008 or e-mail returns@luglife.com. If you are a Canadian Retailer, please fax 214-242-4008 or e-mail returns@luglife.ca. Please provide your sales order number as well as a list of the items (style, color, and quantity) you wish to return/exchange. We will send you a return authorization number.

Step 2: Ship the item(s) back to us along with a hardcopy of the list of items. Please note that you are responsible for all shipping costs.


If you are a US Retailer, please ship the item(s) to:

LUG USA, LLC - Returns and Exchanges
6605 290th Street
Cadott, WI 54727
United States

If you are a Canadian Retailer, please ship the item(s) to:

LUG CANADA, INC. - Returns and Exchanges
201 Whitehall Drive, Unit 2
Markham, ON L3R 9Y3
Canada


Please note: Returns/exchanges must be shipped by an insured carrier for tracking purposes. Retailers are responsible for all shipping costs. Shipping and handling charges are non-refundable. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries or Overnight Express.




RETAILER: DEFECTIVE MERCHANDISE

Please contact our Accounting Department by faxing or e-mailing the Retailer Credit/Replacement Request form. If you are a US Retailer, please fax 214-242-4008 or e-mail returns@luglife.com. If you are a Canadian Retailer, please fax 214-242-4008 or e-mail returns@luglife.ca.

If Lug deems the merchandise to be defective, a credit or replacement will be offered. A call tag may be issued to retrieve the defective merchandise from your store. Please allow up to 1 billing cycle from the time we receive your defective item claim for your credit to appear on your account. You will receive a copy of the credit memo via fax or e-mail.