Warranty

Our warranties

All Herschel Supply products are protected under one of two warranties. 

The Limited Lifetime Warranty covers bags, luggage and accessories. This warranty is valid for the duration of the original purchaser’s lifetime, beginning on the date of purchase from an authorized Herschel Supply retailer and subject to applicable laws.

Our 5 Year Limited Warranty covers our apparel products, as well as our Trade, Outfitter, and Highland luggage lines. “Apparel” is defined as any Herschel Supply clothing products, including jackets, hats, pants, hoodies, sweaters and fleece. The 5 Year Limited Warranty is valid for 5 years, beginning on the date of purchase from an authorized Herschel Supply retailer.

In both cases, the warranty will immediately become void if the product is purchased from an unauthorized retailer.

What is covered under our warranties

If you discover a material or manufacturing defect, we will, at our discretion and in accordance with local law and our warranty claims process (as updated from time to time), replace, repair, or offer reimbursement for the item, when applicable. Warranty claims must be accompanied by an acceptable proof of purchase (as determined in Herschel Supply’s sole discretion) from an authorized Herschel Supply retailer. Purchases made from a counterfeit or unauthorized seller will not be considered.

Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item. 

If a product was damaged during flight, transport or by any carrier, you must immediately report such damage directly to the transport operator or carrier, as this damage is not covered by Herschel Supply.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products. Please note that general wear and tear, including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.

Our warranties are crafted with the same regard for detail that is applied to every item we produce, and is our commitment to your continued enjoyment of Herschel Supply products. We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent (including intentional damage to products, duplicate claims, and counterfeit products) or that violate our Terms of Use.

Warranty claim responses

All warranty claims are dealt with as promptly as possible, with most claims completed within 5 business days. However, during peak retail seasons such as the Holidays and Back-To-School, warranty claims may take an additional 4 to 5 business days. We thank you for your patience.

Due to seasonality of stock we cannot guarantee that you’ll be able to purchase the same item that is the subject of your warranty claim. If you present proof of purchase for your item, we will issue you a gift card valid online and in-store equivalent to the original purchase price of your item. If you do not have proof of purchase available, no problem. Our Customer Service team will review your claim and if approved, you’ll receive a gift card valid online and in-store equivalent to 70% of your item’s last selling price.

Please note that warranty-related gift cards cannot be combined with any other offer including promotions/discounts online and in-store.

It’s important for the customer service team to thoroughly evaluate each claim to make well-considered decisions. This review period ensures fairness and consistency in handling all warranty claims before firm conclusions are reached. If you have questions and/or need assistance with any warranty-related communication or policy, please feel free to provide more details, and we'd be happy to help.

Item repairs

Currently, we do not have a global repair facility available. However, if you do not wish to continue with a full warranty claim and you elect to have the item repaired by a third party at your own expense, Herschel Supply will not accept responsibility for the cost of the repair.

We are currently working on piloting a repair program — stay tuned for updates!

 

Herschel Heritage™ Hardshell Policy

Changed your mind or your plans? No problem — our 100 Day Trial policy gives you time to make sure it’s perfect for all the trips you’re taking.

• •    While you're free to test out the size, features and feel of your luggage at home, our 100 Day Trial policy is void if your luggage has been used in transit, or anywhere outside your home.
• •    Not quite right for you? Just file a return within 100 days of receiving your luggage.
• •    If you have a valid proof of purchase, we will refund the original purchase price of your item to the original method of payment.  
• •    A $5 fee covering return label and shipping costs will be deducted from the refund.
• •    Free returns are provided for refunds to store credit or exchanges. 
• •    Returned items must be unused with the original tags attached.
  
• •    This extended return policy only applies to our range of Herschel Heritage™ Hardshell Luggage.