Returns & Faulty Items

All Herscel products are final sale and cannot be returned or exchanged if you change your mind.

We encourage you to review your order carefully before completing your purchase to ensure you’ve selected the correct style and size.

IF YOU BELIEVE AN ITEM YOU'VE OWNED FOR SOME TIME IS FAULTY
Our team is here to help. You can find more information about our faulty item assessment process here.

IF YOUR ORDER WAS FULFILLED INCORRECTLY, OR YOU RECEIVED AN ITEM THAT IS DAMAGED
You may be eligible for a free returns label and a refund. More information about this process can be found here.

We stand behind the quality of our bags, luggage and accessories. If an item you've had for a while develops an issue, we can review it.

Herschel Warranties
All Herschel Supply products are protected by one of two warranties:

Our 5 Year Limited Warranty
Covers apparel products, as well as our Trade, Outfitter, and Highland luggage lines. The 5 year warranty period commences on the date of purchase from an authorised Herschel Supply retailer.

Our Life Time Warranty
Covers all other Herschel products, including wallets, backpacks, luggage and travel accessories

Herschel Supply warranties do not cover misuse, neglect, accidents, abrasion, solvents, cleaning liquids, damage during transport, or any modification to a Herschel Supply item.

General wear and tear, including but not limited to the breakdown of colours and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our warranties.

If a product was damaged during flight, transport or by any carrier, you must immediately report it directly to the transport operator or carrier, as this damage is not covered by Herschel Supply.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products.

Submitting a Warranty claim
Please be aware, all warranties provided by Herschel Supply, are valid for the original purchaser only, and proof of purchase is required when submitting a warranty claim.

For items purchased online from herschel.com.au
Please submit your item for assessment via our Online Returns Portal, selecting “faulty” as your return reason. You will be prompted to provide images of the item clearly showing the issue.

A faulty assessment is completed within 5 business days, with next steps communicated via email.

If the Online Returns Portal no longer recognises your order, please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.

For items purchased from another Australian retailer or stockist
Authorised Herschel Supply stockists are responsible for resolving issues with the products they sell. For the quickest resolution, we recommend returning your item to the retailer, for a faulty claim and assessment, as your details and payment history will sit safely within their system.

If you cannot return your item to the original retailer, Herschel Australia can assess your item, and where a fault is deemed present, offer a resolution.

Please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.

For items purchased internationally
If you cannot return your item to the original retailer, Herschel Australia can assess your item, and where a fault is deemed present, offer a resolution.

Please submit an email enquiry with "faulty product" as the request type, and our Team will do their best to assist you there.