Service Policy

Lifetime Warranty

Aer offers a lifetime warranty covering manufacturing defects in materials or workmanship for the lifespan of the product. If an eligible product fails because of a manufacturing defect, Aer may repair or replace it at its discretion.

Eligibility

Warranty service is available to customers who can provide an Aer order number or proof of purchase from an authorized retailer. Coverage applies to the original purchaser or the original recipient of a gift and is not transferable.

What is covered

Covered manufacturing defects may include broken zippers, stitching or seam defects, cracks in a suitcase shell, broken suitcase wheels or handles, and material flaws that affect product function.

What is not covered

The warranty does not cover normal wear and tear, natural breakdown or fading of materials, UV degradation, rips, tears, punctures or abrasion; accidental damage, misuse or improper care; damage from third-party repairs or modifications; cosmetic issues that do not affect function; or products bought from unauthorized dealers or second-hand sources.

Requesting service

Email support@aersf.com with your name, order number or proof of purchase, product name, model and color, a description of the issue, and photos. The support team will review the request and provide next steps. If inspection is needed, Aer will provide shipping instructions. After an eligible manufacturing defect is confirmed, Aer will repair or replace the product at its discretion; if the exact product is unavailable, a comparable replacement may be offered.

Shipping and timing

For US warranty claims within the first year of purchase, Aer covers return shipping. After the first year, the customer is responsible for shipping the item to Aer, and Aer covers shipping the repaired or replacement product back. Typical turnaround is 3–4 weeks after Aer receives the item; it may be longer during peak periods.

This policy reflects Aer’s published warranty information. Contact Customer Support with questions about a specific product or claim.