Refund policy

Feilario Return & Refund Policy

Thank you for choosing Feilario. We ship all Feilario luggage and accessories from our U.S. distribution center, and we want every American customer to feel confident in their purchase. Below is our return and refund policy, tailored to Feilario’s actual operations and U.S.–based fulfillment. Please read carefully.

1. Scope & Applicability

  • This policy applies only to orders placed on Feilario’s official website (feilario.com) and shipped from our U.S. warehouse.

  • If you purchased through an authorized third‐party retailer (for example, a marketplace that is not Feilario.com), please follow that retailer’s return policy instead.

2. Return Window & Eligibility

  1. Standard (Non‐Defective) Returns

    • You may request a return within 100 calendar days of the date you received your shipment.

    • The item must be in brand‐new condition, with all Feilario tags, protective wrapping, and included accessories (e.g., USB charging cable, cup holder, dust cover) intact and unused.

    • The shipping box and internal packaging must be free from dirt, scuffs, or major dents.

  2. Defective or Damaged Items

    • If your Feilario product arrives with a manufacturing defect or is damaged during U.S. transit (for example: a broken wheel, zipper that won’t close, cracked frame), you must notify us within 7 calendar days of delivery.

    • To initiate a defect/damage claim, email service@feilario.com with:

      1. Your order number.

      2. Clear photos showing the defect or damage (e.g., close‐ups of broken wheel, tear in fabric, dented frame).

      3. A brief description of the issue.

    • Our customer‐support team will respond within 24 hours on business days to confirm whether your item qualifies for a replacement or refund.

3. How to Initiate a Return

  1. Contact Customer Service
    Email us at service@feilario.com (preferred) or call (+1) 276-439-0108 between 9:00 AM and 6:00 PM Pacific Time, Monday through Friday. In your message, please include:

    • Your order number.

    • The reason for return (e.g., size too small, ended up not needing it).

    • A photo of the unopened package exterior (for proof of receipt date).

    • For defect/damage, refer to Section 2(2) above.

  2. Receive Your Return Authorization (RMA)

    • Within 48 hours of your request, we’ll reply with a unique Return Merchandise Authorization (RMA) number and a link to print a prepaid U.S. return shipping label (if your return is due to a manufacturing defect or shipping damage).

    • For “change of mind” returns (non‐defective), you are responsible for shipping costs; however, we will still send you a U.S. return shipping label at cost.

  3. Pack & Ship

    • Securely repack the item in its original packaging (including all accessories and paperwork) and clearly write the RMA number on the outside of the box.

    • Drop off at any U.S.-based carrier facility (UPS / FedEx / USPS). If you need assistance with finding a convenient drop‐off, let us know and we can help.

    • Keep your proof of shipment (tracking number). Feilario is not responsible for returns lost in transit if you did not use the provided label or did not insure the package.

4. Return Address

Please ship your return to:


 Feilario Returns Department
 Address:30963 san Benito st.Hayward,Hayward,CA,94544-7936,US

Note: We provide the exact facility address when we email you the RMA. This ensures you send returns to the correct U.S. location and avoids international shipping. Do not ship returns to overseas addresses.

5. Inspection & Refund Timing

  1. Inspection

    • Once we receive the returned item, our warehouse team will inspect it within 3 business days to confirm it meets the return conditions. If everything is correct (unused, tags intact, no new damage), we proceed with the refund.

    • If the item is missing accessories, has been used, or shows wear beyond transit damage, we will contact you to discuss partial refund possibilities or return rejection.

  2. Refund Processing

    • For approved returns, we will issue a refund to your original payment method within 12 business days of approval.

    • Depending on your bank or credit‐card issuer, you should see the credit on your statement within 12 business days after we process it.

    • We will send you an email confirmation the moment your refund is initiated.

6. Defective/Damaged Replacement

  • If your item qualifies as defective or was damaged in U.S. transit and you provided photos within 7 days:

    1. We will send you a prepaid return label and ship a brand‐new replacement (same model/color) as soon as our return team confirms eligibility—typically within 3 business days.

    2. No extra payment is required; we cover the cost of both return and replacement shipping in the contiguous U.S.

    3. If the exact model is out of stock, we will offer an equivalent model or a full refund.

7. Exceptions & Exclusions

The following items are not eligible for return or refund under any circumstances:

  1. Used or Worn Products

    • If we determine the product has been used (scuffed wheels, interior stains, odorous lining) beyond normal inspection, return will be refused.

  2. Missing Accessories

    • Returns must include all original accessories (e.g., dust cover, USB charging cable, cup holder, keys for TSA lock).

  3. Lost or Misplaced Return Shipments

    • If you do not use the provided RMA label or ship to the correct facility, Feilario is not responsible for packages lost in transit.

  4. Personalized/Engraved Orders

    • Any custom‐engraved or monogrammed product is final sale because it is uniquely made for you.

8. Return Shipping Costs

  • Non‐Defective Returns (“Changed Your Mind”)

    • You will be responsible for shipping the item back to our U.S. returns center. We provide a prepaid label for a flat fee of $12.00 (automatic deduction from your refund).

    • If you prefer to ship with your own carrier, you may do so at your own expense—but the cost will be deducted from your total refund.

  • Defective/Damaged Returns

    • Feilario covers all return shipping costs. You will receive a prepaid label and have no out‐of‐pocket expense.

9. Refund Methods

  • Credit/Debit Card

    • If you paid by Visa, MasterCard, Discover, or AMEX, we will refund to the same card you used at checkout.

    • Banking systems may take 3–7 business days to post the credit after we initiate it.

  • PayPal

    • If you paid via PayPal, we will refund to your PayPal account. Usually, funds are available within 1–2 business days after Feilario processes the refund.

  • Amazon Pay (if used)

    • Refunds go back to your Amazon Payments balance or original funding source per Amazon’s policy.

10. How to Contact Feilario Customer Service

If you have any questions—whether about initiating a return, tracking your refund, or replacement status—reach out to us:

  • Email (Preferred):
    service@feilario.com

    • Please include “RETURN REQUEST” or “DEFECT CLAIM” followed by your Order # in the subject line for fastest response.

  • Phone (U.S.–Based):
    (+1) 276-439-0108

    • Monday–Friday, 9:00 AM–6:00 PM Pacific Time.

    • If we miss your call, leave a voicemail with your name, order number, and a brief reason; we will return your call within the same business day.

11. FAQs

Q1: Can I exchange for a different color/size and have the cost difference applied?

  • A1: We do not process direct exchanges. Please return your original item for a refund, then place a new order for the color/size you want. We issue your refund within 5 business days of inspection, and you can reorder right away.

Q2: What if my refund hasn’t appeared on my statement?

  • A2: After we send your refund, it can take 3–7 business days to show up on a credit‐card statement or bank account. If it’s been longer than 10 business days, email us at service@feilario.com with your RMA and order number.

Q3: Do you ship internationally?

  • A3: At the moment, Feilario ships exclusively within the contiguous United States. We do not ship to Alaska, Hawaii, Puerto Rico, or outside the U.S. If you are located outside the continental U.S., please seek purchase through an authorized retailer.

Q4: I lost my RMA number. What should I do?

  • A4: Email service@feilario.com with “LOST RMA” in the subject, along with your order number and name. We’ll retrieve it and resend it within 24 hours.

12. Final Notes

  • Transparency & Fairness: Feilario’s goal is to make your shopping experience risk‐free. We strive to process all returns and refunds smoothly, with no hidden fees (other than the flat $12 label fee for non‐defective returns).

  • Policy Updates: We may refine this policy over time. The version you see on Feilario.com at the time of your purchase is the one that applies to your order. We will notify registered customers via email if any major change occurs.

Thank you for shopping with Feilario. We hope you enjoy your luggage for years to come. If anything ever falls short, we’re here to help—just reach out at service@feilario.com