Refund policy
Returns & Warranty
Buy With Confidence
We want you to travel with complete confidence.
Every Sapphire suitcase comes with:
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60-day returns
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Free EU return shipping, excluding Finland
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Lifetime warranty
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Free worldwide shipping for covered warranty claims
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Refunds processed within 2 business days of receiving your return
Our goal is simple: to make owning a Sapphire suitcase worry-free.
Returns
If your Sapphire suitcase isn’t quite right, please contact us within 60 days of delivery to arrange a return.
You are welcome to open the suitcase and inspect its features at home.
For returns under our extended 60-day offer after the applicable statutory cancellation period, your suitcase must not have been used for travel and must be returned in its original condition and packaging, with all included accessories.
These conditions do not restrict your statutory cancellation rights or your rights concerning faulty, damaged or incorrectly supplied goods.
Return Shipping
EU customers, excluding Finland
We arrange and cover return shipping for eligible returns.
Customers in Finland or outside the EU
You are responsible for arranging and paying for change-of-mind return shipping. Our team will provide the correct return address and guide you through the process.
These shipping charges do not apply where we are legally required to cover the costs of returning faulty, damaged or incorrectly supplied goods. Shipping for covered lifetime warranty claims is included worldwide.
How to Return Your Suitcase
Email info@sapphiresuitcases.com with your order number and let us know that you wish to return your suitcase.
We will provide return instructions and, where applicable, a prepaid return label.
Please send your return within 14 days of notifying us. Pack it securely and retain your proof of dispatch.
You do not need our approval to exercise a statutory cancellation right.
Refunds
We process refunds to your original payment method within 2 business days of receiving your return.
Your bank or payment provider may take additional time to show the refund in your account.
We do not charge a routine handling, inspection or restocking fee.
Where legally permitted, a deduction may be made for an actual reduction in value caused by handling beyond what is reasonably necessary to inspect the suitcase. We will explain any proposed deduction.
For statutory cancellations, we also refund any standard outbound delivery charge paid. Additional charges for an upgraded delivery service are not refundable beyond the cost of standard delivery.
Your Statutory Cancellation Rights
For eligible online purchases in the EU, United Kingdom and Norway, you generally have a legal right to cancel within 14 days of receiving your order, without giving a reason.
Notify us by email at info@sapphiresuitcases.com or through our online withdrawal function, where available. You may use a withdrawal form, but a clear statement that you wish to cancel is sufficient.
You then have a further 14 days to send the goods back.
During this period, you may inspect the suitcase as you reasonably would in a shop. Opening the packaging does not remove your cancellation right, and missing original packaging does not automatically prevent a statutory return. Please use suitable protective packaging.
Statutory cancellation refunds are made without undue delay and within the applicable legal deadline, generally 14 days after you notify us. Where permitted, we may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever happens first.
Our 60-day returns offer is additional to these rights.
Damaged or Incorrect Items on Arrival
If your suitcase arrives damaged, faulty or incorrect, please contact us as soon as possible, ideally within 2 days of delivery.
Where possible, include clear photographs of:
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The outer box
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The inner packaging
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The suitcase and any affected parts
Email these to info@sapphiresuitcases.com, together with your order number.
This helps us investigate promptly and raise a claim with the carrier where necessary. We will assess the issue and arrange an appropriate repair, replacement or refund in accordance with your rights.
The two-day reporting request does not limit your statutory rights. If you discover a problem later, please still contact us.
Lifetime Warranty
Every Sapphire suitcase is backed by our lifetime warranty, with no fixed expiry date or limit on valid claims.
We cover faults in materials, engineering and craftsmanship, together with damage arising during normal use and travel that affects the suitcase’s functionality, subject to the exclusions below.
For a covered claim, we will repair or replace your suitcase free of charge.
If a repair is not possible, we will provide a replacement. If the same model is unavailable, we will offer an equivalent model.
Replacement suitcases supplied under this warranty are also covered by our lifetime warranty.
What’s Covered
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Wheels that stop functioning
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Carry handles or telescopic handles that jam, break or stop working
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Locks, latches or hinges that stop functioning
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Structural faults arising during normal use
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Dents or impact damage from normal travel, including airline handling, that affect functionality
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Functional wear arising through normal use
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Repairs or replacements needed to resolve a covered issue
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Necessary warranty shipping worldwide, both ways
What’s Not Covered
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Cosmetic wear, including scratches, minor dents or surface marks that do not affect functionality
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Forgotten lock combinations, although we will gladly help you regain access
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Damage caused by misuse or intentional damage
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Loss or theft of the suitcase
Aluminium luggage naturally develops a patina over time. Cosmetic signs of travel do not make a suitcase defective.
How to Make a Warranty Claim
Email info@sapphiresuitcases.com with:
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Your order number or other proof of purchase
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A description of the problem
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Clear photographs or a short video showing the issue
We may need to inspect the suitcase to confirm the problem and determine the appropriate solution.
For covered claims, we arrange and pay for shipping worldwide, both ways. Please contact us before booking shipping so that we can organise it for you.
This lifetime warranty applies to Sapphire suitcases and is additional to your statutory consumer rights.
Airline Damage Support
If an airline damages your suitcase, report it to the airline as soon as possible, ideally before leaving the airport, and request a baggage damage report.
You should also submit a written claim within the airline’s applicable deadline. Under the rules commonly applicable to international flights, complaints concerning damaged baggage must generally be made within 7 days of receiving it. An airport report may not replace a formal written claim.
Keep photographs, baggage tags, your report and any correspondence with the airline.
If the damage affects your suitcase’s functionality and falls within our lifetime warranty, contact us for support. You do not need to wait for the airline to reject your claim before contacting Sapphire.
Please share any airline reports or responses you have so that we can understand the situation and help resolve it.
Cosmetic damage remains subject to the warranty exclusions above.
Our Promise
Sapphire suitcases are built using premium aluminium shells, reinforced corners and secure locking frames designed for real travel.
Scratches and small dents are a natural part of aluminium luggage and reflect the journeys your suitcase takes.
If a covered issue affects your suitcase’s functionality, we will make it right.
Fast. Fair. Hassle-free.
Nothing in this policy limits your statutory rights, including your rights concerning goods that are faulty, damaged or not as described.
Promotional Periods
Prices may change during seasonal promotions or Black Friday campaigns.
We do not offer retrospective price adjustments or apply promotional discounts to orders placed before a promotion begins.
Your applicable return and statutory consumer rights continue to apply to purchases made before or during promotional periods.
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Need Help?
Our team is always happy to help.