Warranty

The warranty DOES cover damage to your product caused by a manufacturing defect that deems the bag unusable, causes a complete loss of functionality, or causes risk to the protection of your gear inside. Possible examples of this would be full zipper failures, strap failures, or any other manufacturing defect that renders the bag unusable. We always want you to be confident that your bag will protect your gear.

The warranty does NOT cover damage caused by wear and tear that doesn’t affect the function of the bag, damage done by travel employees, misuse, or accidental damage. These include, but are not limited to: scratches, blemishes or scuffs in the material, minor seam rips, discoloration, accidental damage, improper packing, product negligence or misuse, lost pieces or accessories, third party modification, damage done to the product by travel employees, pet damage or damage caused by acts of God such as extended exposure to inclement weather. If lightning strikes your bag after you left it out in the rain overnight, well shit, send us a picture because that’s a kick ass story, but we can’t warranty that.

We always do our very best to take care of our customers, and we ask that our customers not take this lifetime warranty as a license to purposely abuse their gear in an attempt to get a replacement. (Seriously, don't be that guy.) We're hooking customers up every day, but because of that, we have to reserve the right to deny a warranty claim for any reason. We also can't replace stolen or lost items, so we recommend insuring your gear. WANDRD also reserves the right to change this policy in the future and/or to deny claims/returns based on suspected fraudulent activity.

Our warranty resolution experts are empowered to provide the best resolution for the individual issue. If the bag has lost all functionality from a defect (NOT accidental damage or normal wear and tear), then we’ll help you replace it no questions asked, but if it’s something like a minor seam rip or broken zipper pull, we’ll send you a new part or cover the cost of getting it repaired at a local shop of your choice. (Up to $50 USD/€50 Euros) We take our commitment to the environment seriously, and having a bunch of scuffed up WANDRD bags in landfills hurts us all, so we’ll try to help you repair the one you have first!

I guess we could just say 100 years, but if you’ve had your bag for 100 years, then you’re a time traveler! Tell us all your secrets because we haven’t been around that long! But ultimately, if you’re the original owner of the bag and you have your original order number or receipt, then for as long as you own your bag, we’ll always make sure to keep it free of manufacturing defects!

No. Any bags purchased second-hand from individuals or an Unauthorized seller are NOT covered by the warranty. For example, any bag purchased on Desert Cart, AliExpress, TaoBao, eBay, or sellers on Amazon that are NOT us won’t be covered. So if your neighbor Chad sold you his bag, then go out and use it to its fullest, but we aren’t able to warranty it. Make sure you double-check our store locator or reach out to our team to make sure the merchant you want to purchase from is one of our authorized dealers.

Hats, socks, face masks, mask filters, water bottles, clothing, items marked "final sale" or "mystery sale," and other apparel are not covered by warranty.

Great Question! You’ll need the original order number or receipt, a few clear pictures showing the defect, and then fill out the warranty form here.

No. We’re only able to honor warranties for the original owner of the item, purchased through us or an authorized retailer. Turns out your mom was right when she told you to keep your receipts! Make sure you double-check our store locator or reach out to our team to make sure the merchant you want to purchase from is one of our authorized dealers.

No. Damage done by travel employees is not covered by our warranty. However, most airlines actually ask that you file a claim with them if they damage your bag in order to help you replace it.

We process warranty claims chronologically and cannot fast-track any requests. Expect to hear back from us within 1-2 weeks to the same email you provided! If, for some reason, 2 weeks go by and you haven’t heard from us, please feel free to reach back out. Or maybe even check your spam folder for a missed email!

We get it! Getting unexpected news is never fun, and honestly, we don’t like giving it, but here’s the deal: We take our commitment to minimizing our environmental footprint seriously. We all only have one planet to live on, and having a bunch of scuffed WANDRD bags in a landfill hurts us all. That’s why imperfections caused by wear and tear, misuse, or acts of god aren’t covered. For example, if your brother-in-law Steve accidentally leaves your brand new PRVKE on top of his barbecue and melts it, that’s not something we can cover… Was that too specific? Yeah, thanks a lot Steve. At WANDRD, we will always do our very best to help customers, but we have to reserve the right to reject a claim for any reason.

We currently do not offer in-house repairs. However, for small repairs such as stitching, we are happy to refund you up to $50 USD or €50 Euros via PayPal for a third-party repair if a receipt can be provided! We've found that luggage—or even shoe repair—shops have done great work fixing stitching or minor zipper issues. Please reach out to our support team for more info.

All items that need to be replaced will be replaced with the same version, color, and size of the defective item you are claiming warranty for. We can only replace it with a newer version if we’ve permanently run out of stock of an older version. If a full replacement is needed, we’ll send you a promo code to our site to cover the cost of the SAME ITEM to allow you to purchase it again!

It depends on the situation, but please bear in mind that submitting multiple claims can be considered negligence. A good rule of thumb if you’re asking yourself if you should file a claim or not is to do so only if your bag experiences a total loss of functionality from a manufacturing defect. If you scratched it up from hiking the Rockies and carrying gear, wear it with pride and tell the story!

Yes, we will not accept any warranty claims for items that have already been disposed of, as you may be asked to return it!

No. We currently don’t offer any refunds for items outside the 30-day purchase window without the original packaging and tags. Items outside the 30-day window fall under the warranty and will be replaced or repaired.

While we love the personalization of your bag, it will depend on the situation. Any modifications to the bag that caused a failure of the product are not covered.

Depending on your country's import laws, you may need to clear customs and be charged taxes on your replacement order. We are also unable to cover the outbound shipping of your replacement bag. We will cover the cost of your replacement bag, but we cannot cover shipping, taxes, or customs. We are not responsible for clearing customs or for any tax levied as a result of this clearance.

No. Stolen or lost items are not covered by our warranty, however, we have most accessories available for purchase on our site if you ever lose anything! Check out our Extra Parts page, and if the part you’re looking for isn’t on there, feel free to reach out, and we’ll see what we can do!

We’re unable to process warranty claims without an original order number or proof of purchase from an authorized dealer (invoice, receipt, screenshot of an order confirmation under your name). If you purchased it on our website, we can cross-reference some info and find the order # for you, so please reach out to us if you no longer have your order #! If you purchased your item from a retailer, we kindly ask that you reach out to the shop for a duplicate of your invoice before filing a claim on our website. Warranty claims submitted without the original order number will be denied. This policy protects our rad customers from counterfeit goods and that WANDRD customers receive full warranty support.