T|W Warranty

We are committed to providing amazing vegan leather and leather alternative products. T|W stands by the quality of our products and has a standard warranty. We believe in our products and the quality of workmanship, craftsmanship, and materials in each one.

Our Warranties Cover:

Failure of workmanship and craftsmanship
Failure of materials
Production defects

Our Warranties Do Not Cover:

To ensure we handle every return or exchange with reasonable fairness, we cannot accept a return or exchange (even within one year of purchase) in certain situations, including:

Shipping costs for bags returned outside of the USA
Bags damaged by misuse, abuse, improper care or negligence, or accidents (including pet damage)
Bags showing excessive wear and tear
Bags lost or damaged due to fire, flood, or natural disaster
Bags with a missing label or label that has been defaced
Bags returned for personal reasons unrelated to product performance or satisfaction
Bags that indicate use other than its intended purpose
Bags damaged by third-party shipping companies
Third-party alterations made on the product
Bags that have been soiled or contaminated, until they have been adequately cleaned
On rare occasions, past abuse of our return policy
Lost/stolen bags
Lost or stolen packs or pack components.
Cosmetic wear and tear

We do not cover any reasonable aging of your tote that affects only the appearance and not the function of your pack. Be proud of your bags natural weathering! Example: Issues such as frayed stitching are not covered.

Please note every item is subject to an evaluation by our Returns Team.

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Standard Warranty

The standard warranty covers (1) year from the original date of purchase of the product subject to conditions contained above. This standard warranty will apply only to products purchased from www.twtote.com

Warranty Claims Process

Any warranty claims must be made by customer no later than sixty (5) calendar days after the expiration of the applicable warranty period. We may ask you to send us a photograph of your product to validate the claim and, in some cases, we may request that you return the product for inspection. www.twtote.com reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfillment of any warranty claim.

How long will it take?

Once your bag has been received, the Returns Team will have (7) business days to evaluate the return under the provisions of the warranty. If your tote does not qualify, you will be notified via email. If your tote does qualify, you will be provided tracking information for your refurbished or replaced tote.