General Conditions

Returns and refunds of products purchased from this store will be processed by the Lug+Carrie customer service team. To be eligible for a return following purchase of a Lug+Carrie product, the following conditions should be met:

 

• Returned item(s) must have been purchased through a Lug+Carrie store, in person or online
• Requests can be made via the original purchaser only
• Return applications must be commenced within 7 days of the original purchase date for in-store purchases
• Return applications must be commenced within 10 days of the original purchase date for online purchases
• Returned item(s) must be complete, unused and still within the original packaging from the time of purchase
• Helmets and other safety equipment are exempt from returns, except those received defective
• Sale or discounted items are exempt from returns, except those received defective

Processing Returns
To request a product return, please email info@lug-carrie.com with your order number, proof of purchase and return request details so we can commence a Return Merchandise Authorisation (RMA) process. You will be issued a RMA number and product return instructions, including shipping or drop-off requirements that will be the responsibility of the purchaser. 
Once the returned items are received and inspected, you will receive a confirmation that the returned items have been received and that a refund has been processed (if applicable). Refunds will be accepted on returns which meet the above conditions and will be credited back to the payment method used for the original purchase minus original shipping costs (if any).
Lug+Carrie reserves the right to approve a full or partial refund or to deny a refund request based on the condition of returned items. Product exchanges will only be granted if purchased items are received damaged or defective.
 

Deposits and Pre-Orders:

• Deposit payment will be available for select eBike purchases 
• Deposit amount will be 10% of the bike cost
• Deposits will be non-refundable
• Deposits will be transferable to other purchases made via Lug+Carrie
• Full payment will be due prior to sale fulfillment