If it is not right
If the case is not the right one
Cases go back the way they came, through the retail partner that sold them.
How it works
We do not take goods back here and we do not handle money at any point. The partner you ordered from set the terms when you bought, and those terms are the ones that apply. Their account pages walk you through starting it, and the window and conditions are stated there.
Keep the case in the state it arrived in until you have decided. A shell that has been through an airport is no longer new, and the condition it is in when it goes back is part of what the partner assesses.
If something we built has gone wrong
A wheel that has seized in the first month, a handle stage that will not lock, a zip that has pulled out of the tape. Tell the partner, because they are the ones who can act on it, and tell us as well. We want to know which part failed and how, and that goes back into how the next run of that case is made.
- Photograph the fault before you pack the case back up.
- Note the colourway name and the size as sold. It identifies the exact run.
- Say what the case had been through. A cracked corner after one hold flight and after two years are different problems.
Getting the size right first time
Most cases that go back go back because they turned out to be the wrong size, not the wrong case. The number on the label is the shell height and it is not what a gate sizer measures. Run your three numbers through the checker before ordering and that whole category of disappointment goes away.