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Returns Made Easy

We get it - life happens, and your new favourite bag just can’t stay. Or maybe a dear friend has found something perfect for you, but chose the wrong colour.

You’re in luck! Lug offers returns on all unused items purchased through our site. We'll also pay for the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

All face masks and filters are final sale.

Does My Bag Qualify?

We've made it easy to determine if your bag qualifies for a return or exchange:

  • I bought the bag through or LugLive
  • I received my order less than 30 days ago
  • I still have the original tags, packaging, and accessories*
  • It’s not damaged (use our Warranty Claim Form for bags that arrive damaged or defective)

* We still accept bags even if they are not packaged in their original packaging or are missing accessories, although in some cases additional charges may apply.

Holiday Purchases

All purchases made on and LugLive from November 1st to December 24th, 2023 are eligible for return up to January 31st, 2024.


Not all bags can be returned or exchanged. What bags don’t qualify for a return or exchange?

  • #Luglife box (and its contents)
  • Masks, filters and sanitizers
  • Contest prizes
  • Promotional giveaways, from Lug or our partners
  • Items purchased at a Lug factory warehouse sale
  • Bags purchased from a local shop, or other online retailer (speak with them directly)
  • Damaged or manufacturers defect bags (use our Warranty Claim Form for bags that arrive damaged or defective)


We do not offer exchanges. Simply place a new order for the item you want and return the item you don't want.


Returns and exchanges can get lost in the mail on their way back to us. To prevent that from happening, we can only accept returns and exchanges sent by an insured carrier, with a tracking number. You are responsible for all shipping fees needed to make that happen - we can’t accept C.O.D. (Cash on Delivery) or Overnight Express.

Got questions?