Premier Warranty

Your Departure luggage is covered by our Premier Warranty.

1-Year FREE Exchange –
We will replace your luggage with a brand-new piece of the same SKU if the shell breaks within the first year of purchase.

If the original SKU is no longer available, a store credit equivalent to the purchase price will be issued. Cash refunds will not be provided.

5-Year FREE Repair –
We offer free 5-year repair for functional parts.

Functional parts include telescopic handles, top handles, side handles, front handles, bottom handles, wheels, TSA locks, foot stands, corner guards, and zipper pullers. Damage to these parts caused by carriers (e.g., airlines) is covered under the warranty. The warranty does not cover cosmetic damage*, aluminum frames, interior linings, or divider pads.

Short Repair Time –
We provide short repair service to make sure your trip will not be delayed. Most of the repair will be done within 2 weeks.

The following services are only available in regions or countries where Departure operates directly, such as Japan, Taiwan, and Thailand.

Lifelong FREE Defects –
We offer free lifetime coverage for manufacturing defects in materials and craftsmanship. “Lifetime” refers to the expected lifespan of the product, not the purchaser’s lifetime.

Lifelong On-demand Parts Repair –
We continue to offer repairs for most functional parts beyond the 5-year FREE Repair period, with only a minimal labor fee.

Shipping Fee for Repair –
We cover the return shipping cost for all repairs during the first 5 years. You are only responsible for shipping the bag to us or bringing it to our store. After the 5-year FREE Repair period, you will be responsible for both the shipping to and from our repair center.

  • Items purchased from unauthorized resellers are not covered by our warranty program.
  • Same SKU which is defined as the exact same collection, color and size.
  • The warranty begins from the date of purchase either online, at an actual Departure store or from a reseller.
  • Any damage caused by improper use of the product such as abrasion, expose to extreme temperatures, acids, solvents, normal wear and tear will not be covered by this warranty.
  • In the event of an exchange, repair, or replacement, the original warranty period will continue from the original date of purchase and will not restart.
  • Departure 5-year Free Warranty are not transferable and not applicable to use of the Luggage for commercial or rental purposes.
  • Cosmetic Damage which is defined as scratches, dents, dings, scuffs, stains, color changes, normal wear and tear (including inner fabric), technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of luggage by any party and which do not impair the functionality of the product as luggage.
  • Departure has the expertise and final right to identify if any of the luggage parts needed to be repaired or replaced or not.
  • If there is any inconsistency or conflict between the English version and any other language version, the English version shall prevail for all purposes.