Returns, Exchanges & Warranty
How do I initiate a return?
To initiate a return, please fill out the form here, write RETURN in the subject line and provide your name, email and order number. We'll get back to you as soon as we can!
What is your domestic return policy?
If you decide to return or exchange an item you may do so anytime within 15 days of receiving the item if you are based in the United States. Returns are complimentary, however, if 15 days have gone by unfortunately we cannot offer you a refund or exchange. To initiate a return, please fill out the form here, write RETURN in the subject line and provide all necessary information.
To be eligible for a refund, items must pass our inspection. The item must be unused and in the same condition that you received it. Suitcases must be shipped back in a box, so we recommend keeping the original packaging through the grace period. As part of our updated policy, suitcases must be returned in either a Dust Bag or a PE Bag to protect the item during shipping. If a suitcase is not shipped with one of these protective coverings, a $100 restocking fee will be deducted from your refund. If applicable, please make sure to include the dust bag; otherwise, a restocking fee may apply. If you received a free gift with your order, you must also return the gift, or the face value of the gift will be deducted from your refund. If the product(s) is ineligible for a refund, we are not responsible for shipping the product(s) back to you. Returns are complimentary in the United States.
If you are exchanging a product, you will have the remainder of the 15 days for an exchange. Your exchanged product will be shipped to your original address unless you alert us otherwise when reaching out about the exchange. Once your exchange leaves our warehouse, we cannot change the delivery location.
Please note once an exchange product has been sent, a return is no longer possible.
We do not offer a refund for shipping fees. You will only be refunded the cost of the item(s) returned. All personalized and final sale items cannot be returned or exchanged. Gift cards cannot be returned. Please note we cannot accept items that have been used.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain number of days. Please allow up to 10 business days for processing once a return is received.
What is your international return policy?
If you are based internationally the same return policy as domestic returns applies, however, returns and exchanges are not complimentary and you will be responsible for shipping costs.
What if my item was a gift?
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and said gift giver will find out about your return.
What do I do if my refund is late or missing?
If you didn't receive your refund after 5 days, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Info@RoyceandRocket.com.
Do your suitcases have a warranty?
Yes, all Royce & Rocket luggage comes with a lifetime limited warranty that covers any manufacturing defects on the wheels, zippers, handles, compression straps, Castle Shelves and specific cracks in the polycarbonate.
This warranty does not cover any cosmetic damage, scratches, scuffs, general wear and tear caused by normal usage of the case that has no impact on product functionality. Nor does it cover defects cause by intentional abuse, modification, tampering, improper use and/or alteration beyond what we consider normal handling and use. Please note that airlines, hotels, transportation services and others that handle your luggage are responsible for the damage caused under their supervision. They might be insured against it. If luggage suffers whilst they have it, contact them. Additionally, the warranty does not apply to cases bought second hand or without proof of purchase. We retain the right to void this limited 10 year warranty if we determine a claim to be dishonest or fraudulent.
Once received by us, the product will be repaired or replaced with the same or similar product at the discretion of Royce and Rocket. If a direct replacement suitcase is not available, we will replace the suitcase with a bag of comparable value or give credit towards future purchases on royceandrocket.com.
The warranty provided herein is limited to the value of the product, is subject to change without notice, and only applies within the United States.
How do I file a Warranty claim?
Go to our contact page and write “Warranty Claim” in the subject line. Include your order number and the issue with your product. We will provide instructions for you to send your bag to Royce & Rocket for service at no cost to you. If your suitcase is not covered by our warranty, we will give you an estimate of the repair and shipping costs so you can decide if you’d like to proceed.