Guarantee


1. Warranty Terms

Duration

Products sold by LANCASTER benefit from a two (2) year Warranty from the date the Product is delivered.

Warranty coverage

The Warranty covers defects if the Product has:

  • A metal logo applied incorrectly;
  • A defective zipper pull;
  • A derailed zipper slider;
  • A defective zipper track (subject to conditions);
  • A defective clasp or snap button preventing use of the Product;
  • Defective carabiners;
  • Faulty stitching;
  • Metal parts that have fallen off (e.g.: screws, rivets, shoulder strap attachments, etc.);
  • Tangled or open chain;
  • A suitcase shell broken upon receipt;
  • A defective telescopic handle upon receipt;
  • A defect caused by packaging or transport upon delivery of the order.

Sample table of defects covered by the Warranty


Warranty limitations

The Warranty does not cover damage resulting from:

  • Wear and tear due to daily use of the Product;
  • Improper or abusive use of the Product;
  • Negligence or improper care;
  • An accident, impact, or fall;
  • An external cause (liquid, bad weather, sand, fire, sun, animal, chemicals).

    In particular, damage not covered by the warranty:

    - Repairable upon quotation:

      • Scratched or oxidized clasp;
      • Oxidation/scratching of metal parts following daily use;
      • Torn/punctured zipper fabric or missing zipper tooth (subject to conditions);
      • Edge paint (subject to conditions);
      • Worn suitcase wheel following daily use of the Product;
      • Broken telescopic handle following an accident;

    Sample table of damage not covered by the warranty - repairable

    - Non-repairable:

      • Damaged leather (discoloration, scratching, edge paint) following daily use of the Product;
      • Natural aging of the leather;
      • Torn inner linings;
      • Erased printed logo;
      • Color transfer (example: jeans bleeding onto the Product);
      • Customization/personalization of the Product;
      • Suitcase shell broken following an accident;
      • Forgotten code for the suitcase TSA locking system

    Example table of non-covered, non-repairable damage

    Damage caused by third parties is not covered by the Warranty. In these cases, please make your claim directly with the third party (for example, the airline for suitcases broken in checked baggage).

    The Warranty is not transferable following a purchase on a second-hand resale site (example: Vinted, Leboncoin, etc...).
    Dans ces cas, vplease contact the seller or the platform directly.

    2. Warranty Procedure

    Depending on where the Product was purchased, different procedures will apply:

    • Retailers: Please contact your original retailer to find out the procedure to follow.
    • Official Lancaster store or lancaster.com: Follow the procedure below.

    1. Contacting After-Sales Service (SAV)

      The Customer must submit a request via the online SAV form.

      Alternatively, the Customer may contact SAV by email at sav@lancaster.com by providing the following information (mandatory):

      • Last name, first name, address, telephone number, and email address;
      • Order number;
      • Purchase date;
      • Copy of the invoice with the purchase date and visible reference;
      • Product reference (if known);
      • Detailed description of the defect;
      • 1 clear photo of the Product;
      • 1 clear photo of the observed defect.

      2. Return of the Product

      After receiving the request, SAV will review the file.

      • If the file is valid, SAV will contact the Customer to arrange the return of the defective Product. The Product must be returned in packaging suitable for its size, enclosing a copy of the email.

      • If the file is incomplete or invalid, SAV will inform the Customer where applicable.

      3. Inspection and SAV decision

      After receiving and inspecting the Product, SAV will inform the Customer of the decision made:

      • A. Defect covered by the Warranty

        • Repair of the Product;
        • Replacement with a new or equivalent Product if repair is not possible or if it entails a clearly disproportionate cost.

      • B. Defect not covered by the Warranty

        • Proposal for paid repair: the amount will be communicated to the Customer for prior acceptance;
        • Non-repairable Product: the Product will be returned to the Customer in its current condition.

      The repaired or exchanged Product benefits from the Warranty for the remaining period.