Understanding the RIMOWA return policy is essential before you make an investment in their premium luggage. Whether you’re unsure about size, color, or simply have a change of heart, knowing the rules ensures a smooth experience. This guide breaks down everything you need to know, from timeframes and conditions to step-by-step instructions for initiating a return.
Travel gear is personal, and sometimes a bag that looked perfect online doesn’t meet your expectations in person. That’s where a clear return policy becomes invaluable. We’ll cover the specifics for purchases made directly from RIMOWA, as well as important notes for items bought through other retailers. Our goal is to give you the confidence to shop, knowing your options are clear.
RIMOWA Return Policy
The core RIMOWA return policy offers a 30-day window for returns and exchanges on full-price items purchased from their official website or boutiques. This applies to products that are unused, in their original condition, and with all original packaging and tags attached. It’s a fairly standard policy for luxury goods, designed to protect the product’s pristine condition for the next customer.
Please note, this 30-day period typically starts from the day you receive your order, not the purchase date. Always check your receipt or shipping confirmation for the exact timeline. Special conditions apply to personalized items and products bought during sales, which we will detail in a later section.
Key Conditions for a Valid Return
To ensure your return is accepted without any issues, you must adhere to several key conditions. Overlooking even one can result in your return being denied, so pay close attention.
* 30-Day Time Limit: The return must be initiated within 30 days of delivery. Contacting customer service on day 31 will likely mean you’re outside the policy.
* Original Condition: The luggage or accessory must be unused. This means no scuffs, scratches, or signs of wear. The interior should be completely clean.
* All Packaging and Tags: Every part of the original packaging must be included. This includes the outer box, dust bags, protective foam, and any cardboard inserts. All product tags, including the hangtag, must be still attached.
* Complete Set: All parts and accessories that came with the item must be returned. For example, a suitcase must include its removable divider, leather tag, and any tools or literature.
* Proof of Purchase: You must provide the original invoice or order confirmation. Digital proof is usually sufficient for online orders.
Step-by-Step Return Process
If your item meets all the above conditions, follow these steps to initiate your return. The process is straightforward but requires attention to detail.
1. Contact Customer Service: Start by contacting RIMOWA’s customer service team via email or phone. You can find the contact details on their website. Inform them of your intent to return and have your order number ready.
2. Receive Instructions & Authorization: RIMOWA will provide you with specific return instructions and a Return Merchandise Authorization (RMA) number. This number is crucial; do not ship anything back without it.
3. Prepare Your Package: Carefully repack the item using all the original packaging materials. Ensure the product is protected. Include a copy of your invoice inside the box.
4. Securely Seal the Box: Use strong packing tape to seal the outer box. It’s a good idea to reinforce the seams. Clearly write or attach the provided RMA number on the outside of the box.
5. Ship with a Trackable Service: You are responsible for shipping the return. Always use a tracked and insured courier service (like DHL, FedEx, or UPS). Keep your shipping receipt and tracking number safe until the return is fully processed.
6. Await Inspection & Refund: Once RIMOWA receives the package, their team will inspect it to verify its condition. If approved, your refund will be processed to your original payment method. This can take several business days after inspection.
Important Exceptions and Special Cases
Not all purchases follow the standard 30-day rule. Here are the critical exceptions you must be aware of.
Personalized Items:
Items that have been personalized (e.g., with hot-stamped initials) are almost always final sale. The moment you add personalization, you make the product unique to you, and therefore it cannot be resold. Double-check your customization before confirming your order, as returns are typically not accepted for these pieces.
Sale or Outlet Items:
Products purchased during a sale, from an outlet store, or marked as “final sale” are usually non-returnable and non-exchangeable. This is a common practice. The pricing discount reflects the understanding that you are purchasing the item as-is. Always look for clear labels indicating “final sale” before buying.
Damaged or Defective Items:
If your RIMOWA product arrives damaged or has a manufacturing defect, the return policy is different. You should contact customer service immediately—preferably within 48 hours of delivery. They will guide you through a warranty claim or replacement process instead of a standard return. Do not use the item if you suspect a defect.
International Returns:
Returning an item from outside the country of purchase can involve additional complexities, such as customs forms and higher shipping costs. You may also be responsible for any import duties or taxes that are not refundable. Always consult with RIMOWA customer service for specific cross-border return instructions.
Exchange Policy Explained
Sometimes, you love the brand but need a different size or color. RIMOWA’s exchange policy operates under the same 30-day and condition requirements as their return policy.
To request an exchange, you follow the same initial steps: contact customer service for an RMA. Clearly state you wish for an exchange and specify the desired product. In most cases, they will process the return of your original item first. Once the return is approved, you can place a new order for the different item. It’s often faster to process a refund and then make a separate purchase, especially if the new item is in stock.
Availability for the item you want to exchange to is not guaranteed, so it’s wise to check stock levels before initiating the process. Some boutiques may be able to facilitate an in-store exchange if you purchased there, which can be quicker.
Refund Timeline and Method
After RIMOWA accepts your return, patience is key. The refund process is not instantaneous.
* Inspection Period: Allow 5-10 business days for the returned item to be received and inspected at their facility.
* Processing Time: Once approved, refunds are typically processed within 10-14 business days.
* Bank Processing: After RIMOWA issues the refund, it can take an additional 3-5 business days for the funds to appear in your account, depending on your bank or card issuer.
The refund will always be issued to the original payment method used for the purchase. If you paid with a credit card, it goes back to that card. Gift card purchases are refunded to a new gift card. Unfortunately, they cannot issue refunds to a different card or method for security reasons.
Purchases from Authorized Retailers
If you bought your RIMOWA suitcase from an authorized department store or luggage retailer, you cannot return it directly to RIMOWA. You must follow the return policy of the store where you made the purchase.
For example, the return window at Bloomingdale’s may be 60 days, while a small local luggage shop might have a 14-day policy. The condition requirements will also vary. Always keep the retailer’s receipt and contact them for instructions. Their process will be completly different from RIMOWA’s direct policy.
Tips for a Hassle-Free Return Experience
A little preparation can make your return process smooth and stress-free.
* Unbox Carefully: When you first receive your RIMOWA, open the box meticulously. Avoid using knives that might slash the packaging. Keep every single piece of material.
* Inspect Immediately: As soon as you unbox, inspect the product thoroughly in good light. Check for any defects or damage. The sooner you identify a problem, the easier it is to resolve.
* Save Everything: Designate a safe place to store the original box and all packing materials for at least the first 30 days. It’s surprising how easy it is to accidentally throw away a necessary tag or insert.
* Use a Trackable Service: Never ship a return without a tracking number and insurance. The peace of mind is worth the extra cost, especially for a high-value item.
* Document Your Return: Take photos of the product in its perfect condition as you repack it. Also, photograph the sealed box with the RMA number visible. This provides evidence if any disputes arise about the condition during shipping.
Common Reasons Returns Get Denied
Understanding why returns are rejected can help you avoid common pitfalls. Here are the most frequent reasons for denial.
* Missing Tags or Packaging: This is the number one issue. If you’ve removed the leather hangtag or thrown away the dust bag, your return may be refused.
* Signs of Use: Even a single scratch on the polycarbonate shell or a minor scuff on an aluminum corner can be grounds for denial. The product must look brand new.
* Expired Return Window: The 30-day limit is strict. Don’t assume you’ll get leeway if you’re a few days late.
* Incorrect Return Procedure: Shipping the item back without an RMA number or to the wrong address can cause significant delays and complications.
* Non-Qualifying Item: Attempting to return a personalized, sale, or final sale item under the standard policy will not be successful.
Warranty vs. Return Policy
It’s vital to distinguish between the return policy and the warranty. They serve different purposes.
The return policy is your short-term option for changing your mind. It lasts 30 days and requires the item to be in new, unused condition.
The RIMOWA warranty is a long-term guarantee against manufacturing defects. It typically covers products for 5 years (or longer for certain materials). The warranty covers functional issues like broken wheels, telescopic handles, or locks that fail under normal use. It does not cover cosmetic damage from airline handling or general wear and tear. Warranty claims can be made through RIMOWA boutiques or their service centers at any time during the coverage period.
Frequently Asked Questions (FAQ)
How long is the RIMOWA return period?
The standard return period is 30 days from the date of delivery for full-price, non-personalized items purchased directly from RIMOWA.
Can I return a RIMOWA suitcase if I’ve used it?
No. The return policy explicitly requires items to be unused and in original condition with all tags and packaging. Once you’ve traveled with it, it is no longer eligible for return under the standard policy.
Does RIMOWA offer free returns?
RIMOWA does not typically cover the cost of return shipping. You are responsible for arranging and paying for the return shipment, including any insurance.
What is RIMOWA’s exchange policy?
Exchanges follow the same 30-day, like-new condition rules as returns. You must contact customer service to initiate the process and receive an RMA number before sending your item back.
Are RIMOWA returns free?
As mentioned, you bear the cost of return shipping. There are no restocking fees if the return meets all conditions, but the initial outbound shipping charges are also non-refundable in most cases.
Can I return a personalized RIMOWA?
Personalized items, such as those with hot-stamped initials, are considered final sale and cannot be returned or exchanged unless they are defective.
How long do RIMOWA refunds take?
After the item is received and inspected (which can take 5-10 business days), please allow 10-14 business days for the refund to be processed. It may then take a few more days to appear on your statement.
What if my RIMOWA arrives damaged?
Contact RIMOWA customer service immediately. Do not initiate a standard return. They will handle it as a damaged/defective item claim, which may involve a replacement under warranty.
Can I return a RIMOWA to a store if I bought it online?
Generally, yes. Items purchased online from RIMOWA’s official website can usually be returned to a physical RIMOWA boutique. However, you must bring all original packaging, tags, and your proof of purchase. It’s best to call the specific store first to confirm.
Is the RIMOWA return policy the same worldwide?
While the core 30-day policy is standard in many regions, local consumer laws may affect the terms. For example, the policy in the European Union may have slight variations compared to North America. Always check the website for your specific country or region.
In conclusion, the RIMOWA return policy is designed to be fair but firm, protecting the brand’s high standards for product condition. By understanding the 30-day window, strict condition requirements, and the importance of original packaging, you can shop with confidence. Remember to act quickly, keep everything that comes with your luggage, and always use tracked shipping for returns. For personalized or sale items, make your decision carefully, as those are likely to be final. With this knowledge, you can focus on choosing the perfect luggage for your journeys, knowing your options are clear.