Refund policy

A. Instructions for cancellation

You have the right to cancel this contract within 30 days without giving any reason.

The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us by email returns@suitcase.repair or by post (refer to the address in the imprint) of your decision to cancel this contract by a clear statement. You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

To start a return, you can contact us at returns@suitcase.repair. Please note that returns will need to be sent to the following address: 

Suitcase.Repair
c/o Subke GmbH
Pulverweg 6
21337 Lüneburg
Germany

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@suitcase.repair or fill out the cancellation form at the bottom of this page.

Effects of cancellation

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase / invoice you can download from your order confirmation email.

Refunds
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by us) without undue delay and not later than fourteen days after the day on which we are informed about your decision to cancel this contract. We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Return shipping cost

We strive to always provide you with perfectly matching spare parts. For this reason we provide free returns for any spare parts which fall under our suitcase.repair fitting guarantee. The free return is only granted if the customer has searched for the correct model number which is inside your suitcase following these instructions. For items displaying a warning message that a comparison is required, the ordered item must be visually identical to the original spare part (comparison must have been performed by the customer before purchase).

We cannot offer a free return under the following circumstances:

  • The model number you have searched for is not identical to the model number inside the suitcase.
  • The wrong part being selected despite a warning message being displayed.
  • If an alternative spare part suggested on the product page is selected.
  • For wheels if the wrong wheel orientation has been selected (not applicable to wheel sets - for wheel sets a free return is granted if the wheels do not fit)

In cases which we cannot offer a free return under the aforementioned conditions the cost of return shipping has to be covered by the customer. Alternatively, suitcase.repair can provide you with a pre-paid return postage label for which the cost will be deducted from the refund amount.

You shall send back the goods or hand them over without undue delay and in any event not later than fourteen days from the day on which you communicate your cancellation from this contract to us.

Returns can only be made to the following address:
Suitcase.Repair
c/o Subke GmbH
Pulverweg 6
21337 Lüneburg
Germany

The deadline is met if you send back the goods before the period of 14 days has expired.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

B. Cancellation form

If you wish to cancel this contract, please complete and submit this form or contact us by email mentioning your order number at returns@suitcase.repair:

Suitcase.Repair / Channel Penguin GmbH
Freisinger Str. 19
85737 Ismaning
Germany

Return address:

Suitcase.Repair
c/o Subke GmbH
Pulverweg 6
21337 Lüneburg
Germany

E-Mail: returns@suitcase.repair

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*) /for the supply of the following service (*),

_______________________________________________________

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Ordered on (*) ____________ / received on (*) __________________

________________________________________________________
Name of consumer(s)

________________________________________________________
Address of consumer(s)

________________________________________________________
Signature of consumer(s) (only if this form is notified on paper)

_________________________
Date

(*) Delete as appropriate