Refund and Returns Policy

‌Effective Date: September 13, 2026‌

This Refund and Returns Policy applies to all purchases made through the official e-commerce website of SAMSONITE MEXICO S.A. DE C.V.: www.samsonitemex.com, where we sell compact, durable travel essentials curated for all types of explorers. This policy clearly outlines our rules for product returns, eligibility criteria, processing workflows, and terms of resolution for customers who are not fully satisfied with their purchased travel gear. We explicitly state that pure, no-return full-only refund requests are not permitted under any circumstance, to ensure fair and transparent transaction rules that balance the rights of both shoppers and our business. All customers are required to read and agree to the terms laid out in this policy before completing their order checkout.

1. Core Non-Allowance for Refund-Only Requests

A strict no refund-only rule is enforced across all our product lines, including collapsible water cups, luggage tags, passport covers, toiletry bags and all other small travel essentials listed on our shop. We will not process any full or partial refund for any order unless the corresponding product is properly returned to our designated return address and passes our full inspection process. We do not approve requests for customers to keep the purchased travel gear while receiving a full or partial monetary refund. This rule applies to all scenarios including post-purchase customer remorse, accidental duplicate orders, minor product appearance discrepancies that do not impact normal use, and cases where customers no longer need the travel gear after receiving the parcel. All resolution pathways require the return of the physical product, and no exceptions will be made to approve a refund-only application.

2. Return Eligibility Criteria

To qualify for a valid return that can proceed to subsequent resolution processing, your returned travel product must meet all the following requirements:

Your return request must be submitted within 30 calendar days from the date you successfully receive your order, which aligns with the return terms posted on our official FAQ section. Any return request submitted after this 30-day window will not be accepted.
The travel essential you return must remain completely unused, in its original unopened or unmodified condition, with all original factory packaging, tags, labels and accessories intact. We do not accept returns of used, washed, damaged products that have been altered after delivery, as well as products that show obvious traces of long-term use that make them unsellable as brand new inventory.
Custom engraved, personalized, or special custom-made travel products are not eligible for return unless the products arrive with manufacturing defects confirmed by our quality control team.
Any returned item must not have obvious stains, scratches, water damage, or human-caused damage that is not present as an original factory defect.

3. Standard Return Processing Workflow

Before you ship the product back to us, you must first contact our customer support team via our official email at neurp@samsonitemex.com or call our support line at +52 55 2122 2324, to submit a return application that includes your order number, photos of the product to be returned, and a brief description of the reason for your return. Our team will send you a formal return confirmation and the detailed designated return shipping address within 2 business days.
You are responsible for covering the cost of return shipping, except for scenarios where the product you received has confirmed manufacturing defects, or we shipped you the completely wrong product that does not match your order. You must use a traceable shipping service to send the product back to our warehouse, and keep the shipping tracking number for your reference. We will not be responsible for parcels that are lost or damaged in transit during the return process if you use an untraceable mailing service.
After our warehouse team receives your returned parcel, our quality control staff will complete a full inspection of the returned product within 3 business days, to confirm that the product meets all the return eligibility requirements listed in this policy.

4. Post-Return Resolution Terms

Once your returned product passes our quality inspection, we offer two optional resolution pathways for you to select, in line with our no refund-only rule:

‌Full Exchange Option‌: You can choose to exchange your returned product for an identical brand new unit, or swap to another travel product of equal or higher value (you only need to pay the price difference if you select a higher value item). We will arrange shipment of your new selected item to your designated shipping address as soon as possible, and send you the new order tracking link via email after it leaves our warehouse.
‌Store Credit Option‌: You can choose to receive a full amount of store credit that is equivalent to the total amount you paid for the returned product. This store credit has no expiration date, and can be used for any future purchases on our www.samsonitemex.com website for any of our travel essential products.
We only process cash refund payments in extremely limited, exceptional scenarios where we are completely out of stock of all product alternatives you request, and are unable to fulfill an exchange order for you. This is the only circumstance where a cash refund will be issued after you return the product and pass the inspection, and we will never issue a cash refund to customers who keep the product they ordered.

5. Contact Information for Return Inquiries

If you have any questions or concerns about our Refund and Returns Policy, or need assistance submitting your return application, you can reach our support team through the following methods:

‌Company Name‌: SAMSONITE MEXICO S.A. DE C.V.
‌Official Website‌: www.samsonitemex.com
‌Contact Email‌: neurp@samsonitemex.com
‌Physical Address‌: Boulevard Manuel Ávila Camacho No. 5, Torre A, Piso 14, A1401, A1402, Col. Lomas de Sotelo, Naucalpan de Juárez, C.P. 53390, Estado de México, Mexico
‌Contact Phone‌: +52 55 2122 2324