Guide
Warranty, returns and what we cover
Every case, trolley and bag we sell carries a 1 year warranty against manufacturing faults. That runs from the day your order is delivered, and it covers the things that are our problem to fix: a zip that fails in normal use, a wheel or a handle that breaks without being hit, a lock that stops working, stitching or a seam that comes apart.
Separately from the warranty, you have 30 day returns if you simply change your mind. That is for an unused case in its packaging and needs no reason.
What the warranty does not cover
- Damage caused in transit by an airline or a courier. This is the commonest way luggage gets damaged and it is not a manufacturing fault. See below, because there is something you should do at the airport rather than afterwards.
- Normal wear. Scuffs, scratches and marks on a shell that has been in a hold are what a suitcase is for. A scratched case is not a faulty case.
- Overpacking. A zip or a seam forced past what the case holds, or a case packed well beyond the weight an airline allows.
- Anything you did not buy from us. We can only warrant our own sale.
If an airline damages your case
Report it before you leave the airport. Airlines handle a damage claim at the baggage desk in the arrivals hall, and most of them will not look at it once you have gone home. Take a photograph of the damage next to the baggage tag, get a reference number, and keep your boarding pass. Airline liability for checked baggage is set by the Montreal Convention, not by us, and it is usually the fastest route to a repair or a replacement.
A broken wheel is usually a part, not a claim
On the ranges with detachable wheels, a cracked wheel is the single most common thing that ends the life of an otherwise good suitcase, and it does not have to. We stock replacement wheel pairs, including for ranges we no longer sell, because those owners still need the part. Fitting takes a few minutes and no tools on most of them.
Look at replacement wheels and how to fit them before you start a warranty claim. If the wheel is not one we stock, come to us anyway and we will tell you.
How to make a claim
- Email us with your order number and photographs of the fault, including one of the whole case so we can see the model.
- Tell us what happened. Whether it failed in normal use or was damaged in transit changes which route is quickest for you, and we will say which one applies.
- Wait to hear from us before sending anything back. Most faults are settled from photographs, and on a wheel or a handle we will often just send the part.
If we agree it is a manufacturing fault inside the 1 year, we will repair it, replace the part, or replace the case, in that order of preference, because replacing a whole case over one component is wasteful.