Guarantee

Warranty Terms
Duration
Products sold by LANCASTER come with a two (2) year warranty from the date of delivery.

Warranty Coverage
The warranty covers defects if the product presents:

• A stain on the leather (e.g., glue, dye);
• Incorrectly placed metal logo;
• Defective zipper pull;
• Misaligned zipper slider;
• Defective zipper (under specific conditions);
• A defective clasp or snap button preventing use of the product;
• Defective clasps or hooks;
• Faulty stitching;
• Fallen metal parts (e.g., screws, rivets, shoulder strap attachments, etc.);
• Tangled or open chain;
• Broken suitcase shell upon receipt;
• Defective telescopic handle upon receipt;
• A defect caused by packaging or transport during order delivery.

Example table of defects covered by the warranty

Warranty Limitations
The warranty does not cover damage resulting from:

• Wear and tear from daily use of the product;
• Improper or abusive use of the product;
• Neglect or improper maintenance;
• An accident, impact, or fall;
• External causes (liquid, weather, sand, fire, sunlight, animals, chemicals).

Particularly, the following non-covered damages:

• Repairable with a quote:

  • Scratched or oxidized clasp;
  • Oxidation/scratches on metal parts due to daily use;
  • Torn/ripped zipper fabric or missing zipper tooth (under conditions);
  • Edge dye (under conditions);
  • Worn suitcase wheel due to daily use of the product;
  • Broken telescopic handle due to an accident.

Example table of non-covered damages - repairable

• Non-repairable:

  • Damaged leather (discoloration, scratches, edge dye) due to daily use of the product;
  • Natural aging of leather;
  • Torn inner linings;
  • Faded printed logo;
  • Color transfer (e.g., jeans rubbing off on the product);
  • Customization/personalization of the product;
  • Broken suitcase shell due to an accident;
  • Forgotten TSA lock code on the suitcase.

  Example table of non-covered damages - non-repairable

Damage caused by third parties is not covered by the warranty. In such cases, please make your claim directly with the third party (e.g., the airline for suitcases damaged in checked baggage).

The warranty is not transferable after a purchase on a second-hand resale site (e.g., Vinted, Leboncoin, etc.). In these cases, please contact the seller or the platform directly.

 

2. Warranty Procedure
Depending on the location where the product was purchased, different procedures apply:

• Retailers: Please contact your original retailer for guidance on the process.

• Official Lancaster store or lancaster.com: Follow the procedure below.

1. Contact with Customer Service (SAV)
   The customer must submit a request via the online SAV form.

   Alternatively, the customer can contact SAV by email at sav@lancaster.com, providing the following information (required):

   • Full name, address, phone number, and email;
   • Order number;
   • Purchase date;
   • Copy of the invoice with visible purchase date and reference;
   • Product reference (if known);
   • Detailed description of the defect;
   • 1 clear photo of the product;
   • 1 clear photo of the identified defect.

2. Return of the Product
   After receiving the request, Customer Service (SAV) reviews the case.

   • If the case is valid, SAV will contact the customer to arrange the return of the defective product. The product must be returned in appropriately sized packaging, with a copy of the email attached.

   • If the case is incomplete or invalid, SAV will inform the customer accordingly.

3. Inspection and Decision by SAV
   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 would involve a clearly disproportionate cost.

   B. Defect Not Covered by the Warranty

   • Proposal of a paid repair: the cost 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 is covered by the warranty for the remaining duration.