5 Year Suitcase Guarantee

Our 5 Year Guarantee

We make our luggage to last, and we stand behind it. Here's what our guarantee covers, what it doesn't, and how to make a claim.

  • Suitcases and other wheeled luggage: 5 years
  • Bags: 1 year
  • Accessories (luggage straps, tags, packing cubes, wash bags): Not covered

There's nothing to register. Your guarantee starts automatically from the original date you bought your item.

What's covered?

Our guarantee covers manufacturing faults that show up during the guarantee period.

If something isn't right, we can usually fix it by sending you a new part. If we can't get the part, we'll replace your item with an equivalent product. Our products and colours change over time, so depending on stock, your replacement may not be identical to the original, but we'll always offer you the closest match we can.

A replacement is covered for whatever time is left on your original guarantee. For example, if you make a claim three years after buying your case, the replacement is covered for the remaining two years.

What isn't covered?

Damage in transit. Damage caused by airline baggage handlers or other travel operators isn't covered by our guarantee (see below for what to do). This includes:

  • rips, cuts and tears in the material
  • scuffs and scratches
  • dents and cracks
  • broken or sheared-off wheels or other parts
  • bent trolley handles
  • zips damaged by excessive force

Everyday wear and tear. Things that happen naturally with use over time aren't covered, including but not limited to:

  • fading of colour
  • fraying, loose threads or stitching
  • worn-out handles or straps
  • material stretching or shrinking
  • damage to the piping on soft luggage
  • damage to internal zip pulls or lining
  • damage caused by water, beauty products, chemicals, solvents or acids

Other damage. We also can't cover:

  • combination lock problems caused by setting or using the lock incorrectly, or by the lock being forced open (our lock guide explains how to set yours)
  • exposure to extreme temperatures
  • neglect, accidents or deliberate damage
  • damage to any contents in transit such as cameras, media equipment, bottles etc

How to make a claim

Bought online? Email our team at customerservice@tripp.co.uk with:

  • the name of the person who bought it
  • the original delivery address
  • the product's PO number (see below for where to find it)
  • a description of the problem
  • photos or videos of the problem, if you can

Including these details when you first contact us will help us deal with your claim more quickly. Photos or videos are helpful too, if you’re able to send them.

Where to find your PO number: On wheeled luggage, it's on a label stitched inside the case near the spine. It's sometimes tucked under the material covering the spine, or stitched near an inside pocket. On bags, it's usually on a label stitched to the inside lining.

Bought in one of our outlet stores? It's best to take your item back to the store where you bought it.

Damaged by an airline?

Unfortunately, airline baggage handling is the most common cause of damage to luggage. Damage that happens in transit is the responsibility of the airline or carrier rather than Tripp, so you'll need to claim through them. Here's how to give your claim the best chance:

  1. Report the damage before you leave the airport, at the airline's customer service desk (or wherever the damage happened).
  2. Take plenty of photos of the damage.
  3. Make sure you get a receipt or written acknowledgement of your report.

Your travel insurance will often cover this kind of damage too.

If you need help with your claim, we're happy to provide supporting documentation. Just get in touch.