WARRANTY & REPAIRS
THE EAGLE CREEK NO MATTER WHAT® WARRANTY
All Eagle Creek products are backed by our No Matter What® Warranty. From day one, Eagle Creek has been committed to building durable travel gear that lasts and our warranty is intended to take care of your damaged or broken product.
Our No Matter What® Warranty is extended to the original owner of the item and covers all functional aspects of the product for the life of your gear. No matter what happens to your Eagle Creek travel gear along the way, we are here to get you back to your next adventure as soon as possible.
THIS WARRANTY COVERS
- Production defects
- Material errors
THE WARRANTY DOES NOT COVER
- Normal wear and tear (including inner fabric)
- Replacement after item is at the end of its life.
- Cosmetic damage or cleaning – scratches, dents, dings, scuffs, stains, color changes, technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use by any party and which do not impair the functionality of the product.
- Replacement of any non-defective parts in the item.
- Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use.
- Fabrics that are discolored or degraded
- Damage of contents or the replacement of lost or stolen gear and/or its contents.
DIY REPAIRS
Keeping our collective carbon footprint in mind, we’ve found that at-home repairs are often the most sustainable way to repair your luggage. We are committed to building more and more of this functionality into our products as we evolve.
Common repairs that can be done at home: Some wheel replacements and broken buckles, folding boards, and zipper pulls.
WARRANTY REPAIR
Repairs that CANNOT be done at home: Any issues with handles, zippers, or tears in the bag body. Please follow the repair process and send your bag to an Eagle Creek Warranty Center for repair.
Find your nearest Repair Center
If you are located in:
Germany and rest of Europe
Koffer Klinik
Email: eaglecreek@koffer-klinik.com
Phone: +49 6107 966 68 35
If you are located in:
Switzerland:
Räber Leder AG
Email: raeber@leder.ch
Phone: Phone: +41 0418502424
If you are located in:
UK:
Scottish Mountain Gear Limited
Email: enquiries@scottishmountaingear.com
Phone: 0044-131-564-1000
NOT LOCATED IN EUROPE?
More information on International Warranty and Repair may be found below.
WARRANTY SERVICE FAQ
How do I get my gear repaired?
Find the closest repais center to your address and contact them print.
Package your bag with the completed form and ship to the repair center. Shipping to the Repair Center is paid by the customer.
Once your repair is complete, the repair center will ship your item to the address listed on the form. Eagle Creek will pay for the cost of the repair and return shipping.
Please note that while we will always try our best, repaired or replaced components may not match the original fabrics or materials of your item.
Are replacement parts available?
While most repairs need to be done at one of our authorized warranty centers, some wheels and broken buckles can be repaired at home. If you have a broken buckle or need replacement wheels, please contact the Eagle Creek team to determine if your item can be repaired at home and what spare parts are available.
How do I submit a repair in the Europe?
How do I submit a warranty request outside of Europe?
Information on repairs outside Europe can be found by choosing the appropriate link below:
Eagle Creek’s No Matter What Warranty is not applicable in countries where Eagle Creek products are not sold.
If you live outside of the regions shown above, please contact the Europe Eagle Creek customer service team. Eagle Creek can still assist you in getting your gear repaired. We are happy to ship Eagle Creek parts to you. Some repairs may require working with a local luggage repair facility to complete the repair work needed. The international shipping cost for repair parts is to be paid by the customer however, there is no cost for the replacement parts themselves.
Eagle Creek is not responsible for any repair process fees. Eagle Creek cannot guarantee repair satisfaction with any business unaffiliated with Eagle Creek. Also, Eagle Creek is not responsible for any damage incurred during these repair processes.
For more information, please reach out to the Europe customer service team here.
What is not covered by the warranty?
Cosmetic Damage – 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.
Replacement of any non-defective parts in the luggage.
Damage determined by us to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use.
Replacement after bags are at the end of their life.
Is there a cost for repairs?
PARTS & LABOR: Eagle Creek will pay for parts and labor for the repair of your item if it qualifies for our warranty.
SHIPPING TO THE REPAIR CENTER: Customers pay for shipping to the Repair Center. Remember to include the Warranty Form.
SHIPPING FROM THE REPAIR CENTER: Eagle Creek will pay shipping to send your item back to you after it's been repaired.
What is the timeframe for my repair?
Repairs can take up to 6 weeks, this includes the whole process including shipping. Contact the repair center where you have shipped your product to directly.
What if my gear is not repairable?
In the event that your item cannot be repaired and it qualifies for our Warranty, we will offer you a replacement.
We cannot guarantee exact replacement of limited edition, discontinued, or out-of-stock items. We guarantee that the replacement item will be of equal or greater retail value to your original purchase. We make replacement decisions at our discretion and reserve the right to decline a warranty claim.
When is my bag determined end of life?
Bags only last so long—we do not replace bags that have lived out their life in full. Please recognize that we have done our best to build bags that are durable and will last. Our Warranty Repair Manager will be responsible for assessing bags that have reached this point. If you feel like you haven’t gotten a fair deal, please give us a call.
How do I check on the status of my repair?
Contact the repair center directly for updates.