Premier Warranty

Your Departure luggage is covered by our Premier Warranty.

1-year FREE Exchange  – You can receive a brand-new piece of luggage with 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.

Lifelong FREE Defects –
We offer lifelong FREE of charge for manufacturing defects in material and craftsmanship. ‘Lifetime’ is defined as the lifetime of the product not of the purchaser.

Lifelong On-demand Parts Repair –
Most of the luggage parts will never be short for a lifelong period. After the 5-year FREE Repair period, though you will be charged a very little labor cost if you need to repair the functional parts, you don't need to buy a new luggage instead. The concept is to make sure you are able to use your luggage for a long period of time but not as a consumable to not only save your money.

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.

Shipping Fee for Repair – You are responsible for the fee of shipping your bag to us or bring it to our store. However, we will ship your bag back to you FREE of charge.

  • 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.