Louenhide will warranty items with damage or defects, purchased on our website, at the following levels:

  • Visible flaws in fabrics (marks or blemishes), sewing, construction or missing parts must be reported within two weeks to be warrantied.
  • Tears in stitching or lining, must be reported within three months to be warrantied.   Loose threads or dropped stitches are not warrantied unless the structure of the item is compromised.
  • Broken or malfunctioning handles, straps, zippers or hardware must be reported within six months to be warrantied.


Our manufacturer's warranty does not include normal wear and tear, neglect, or accidents.   It does not include colour transfer from or to garments, or stains of any kind.   


Warranty is valid only for main items, not for extra inner bags, or for gifts with purchase.


Warranty begins at the time of purchase when the purchase is via our website, and requires proof of purchase if we are unable to locate the sale via your name or email.


To satisfy the warranty, we will offer at our discretion either replacement of same product if available, comparable product, or a discount code for a replacement purchase of same value on our website.     We do not offer refunds for damage or defect.


We do not offer cleaning, refurbishing, repair services or replacement parts.


If you are satisfied that your defect is covered by this warranty policy, and your purchase was made on the Louenhide website, you can report by email to [email protected].   To initiate the claim, your email MUST include the name and email address from your order, as well as photos of both the entire item and of the damage.   




Items purchased at a retail partner should be claimed directly with the store – they can offer a wider range of solutions with our support, based on the date of your purchase.


In the event you are unable to make a direct claim with the retailer, a claim may be through us directly, at our discretion, and only with valid proof of purchase.  


For valid claims on items purchased with a retail partner, we can only offer full or partial credit for use on our website, and based on the date the item was sold to the retail partner, not your purchase date.  


Only items purchased on our website directly are eligible for refund or replacement in the event of a fault.


If you wish to make a direct claim on an item purchased via a retail partner, you can email [email protected].   To initiate the claim, your email MUST include photos of both the entire item and of the damage, as well as of the original receipt.