WARRANTY & REPAIRS
Start your warranty claim for EU and UK
Start your warranty claim in Switzerland
CUSTOMERS IN SWITZERLAND
For Switzerland, warranty and repair requests are handled by our local repair partner, not through the online claim form. Please contact:
Räber Leder AG
Email: raeber@leder.ch
Phone: +41 41 850 24 24
Download the Swiss warranty request form (PDF, German) and include it with your shipment. The same guarantee applies in Switzerland: material and workmanship defects are covered for 10 years from purchase, on proof of purchase.
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.
Our No Matter What® Warranty is extended to the original owner of the product and covers defects in materials and workmanship for 10 years from the date of purchase.
A proof of purchase is required to process any warranty claim. Only with a valid receipt can we verify whether the issue is covered. You can upload it directly in our claim form, it only takes a few minutes.
The warranty applies from the date of the original purchase as shown on the proof of purchase. Repairs, replacement parts, or replacement products provided under this warranty (at Eagle Creek's discretion) do not extend the warranty period and do not start a new one. The warranty always remains linked to the original purchase and the original owner. Your statutory rights under the legal guarantee of conformity remain unaffected and free of charge.
This Warranty Covers
Defects in materials and workmanship for 10 years from purchase. The cover applies to the fabric and the construction as well as the hardware, including the following components:
This Warranty Does Not Cover
Our warranty covers defects in materials and workmanship, not normal aging, misuse, or neglect:
- Normal wear and tear of materials (including inner fabric)
- Items that have reached the end of their lifetime
- Replacement of any non-defective parts
- Cosmetic damage such as scratches, dents, dings, scuffs, stains, colour changes, fabric discolouration, or other non-functional changes in the appearance of the product that occur during normal handling and do not impair its functionality
- Damage determined by Eagle Creek to be due to intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use
- Technological obsolescence
- Damage to the contents, or replacement of lost or stolen gear and/or its contents
- Gear that is no longer in the original owner's possession
WARRANTY PERIOD: 10 YEARS
Material and workmanship defects are covered for 10 years from the date of purchase, on proof of purchase.
Covered: material and workmanship.
Not covered: normal wear and tear. Wear is not a defect.
All products age with use, and the warranty does not cover what time and travel naturally do to a bag:
- Materials that have broken down due to age
- Zippers, handles, or wheels worn out from repeated use rather than from a defect
- Stitching weakened from stress or friction
- Cosmetic damage that does not affect function and is expected with use
- Loss of performance due to long-term exposure to the elements or storage conditions
- Intentional abuse, modification, tampering, and/or alteration beyond what could be considered normal handling and use
How it works
1. Submit your claim online
Fill in our claim form in a few minutes. You will need the article number from the white label inside your product, photos of the damage and of the complete product, and your proof of purchase, uploaded directly in the form.
2. We assess your case
You will receive a confirmation email with your claim number. Our team reviews your claim and lets you know by email whether it is covered and what happens next.
3. Send-in, if needed
If your case requires an inspection, you will receive the repair centre address by email. Send your product clean, empty, and securely packed, using a shipping service with tracking. Shipping to the repair centre is paid by you.
4. Costs and return
For covered defects, the work at the repair centre and the return shipping are free of charge for you. If your case is not covered, you will receive a cost estimate first, and nothing happens without your approval.
WARRANTY SERVICE FAQ
How do I submit a warranty or repair request?
Simply use our online claim form if you're based in EU or GB. You will need the article number (found on the white label inside your product), photos of the damage and of the complete product, and your proof of purchase. After submitting, you will receive a confirmation email with your claim number, and we will guide you through every next step by email.
Exception: if you live in Switzerland, please use our Swiss repair partner instead of the online claim form, see the Switzerland section above.
Is there a cost for repairs?
For covered defects, the work at the repair centre and the return shipping are free of charge for you. You only pay for shipping your item to the repair centre. For anything not covered, you will receive a cost estimate first. Nothing happens without your approval.
What if I do not have a proof of purchase?
You can still submit your request. Without a receipt we cannot process it as a warranty claim, but your item can be repaired according to our warranty price list. You will receive a cost estimate before any work begins.
Are replacement parts available?
Depending on the case, some parts, such as certain wheels, can be replaced at home. Submit your request through the claim form and we will let you know the options for your item.
How should I send in my product?
Please wait until you receive shipping instructions by email. Then send your product clean, empty, and securely packed to the repair centre address we provide. Please use a shipping service with tracking.
What if my gear cannot be repaired?
Our team assesses every case individually and will propose the next steps by email. We make these decisions at our discretion and reserve the right to decline a claim. We cannot guarantee availability of limited edition, discontinued, or out-of-stock items.
What counts as normal wear and tear?
All products age with use. Zippers, handles, or wheels worn out from repeated use, materials broken down with age, stitching weakened by stress or friction, and cosmetic changes that do not affect function are wear, not defects, and are not covered by the warranty. Our repair centre assesses each case individually. Even worn items can often still be repaired for a service fee.
How do I check the status of my request?
You will receive email updates at every step, always with your claim number. If you have questions, simply reply to any of these emails or contact us at service@eaglecreek.eu.
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.