Refund policy
Limited Lifetime Warranty Program
Effective from 2025. 12. 1.
These updated terms apply to all products, including those purchased before this date.
◎ What We Cover
We offer a limited lifetime warranty so you can use your RAWROW product for years to come. "Lifetime" means we'll repair your product as long as it's technically repairable within its expected lifespan.
Free repair periods and methods vary by product type. After the free warranty period, repairs are available for a fee.
※ See "Warranty by Product" below for specific coverage details.
■ Who's Eligible
Your warranty is valid when you meet all of these requirements:
▪︎Product purchased from an official RAWROW retailer
▪︎Digital warranty certificate registered
▪︎If not registered, proof of purchase from an official retailer (receipt, order history, etc.) is accepted
▪︎For secondhand purchases, warranty applies only when:
▪︎Digital warranty certificate is registered in your name, or you can prove where and when it was purchased
▪︎Damage is repairable according to RAWROW standards
▪︎Manufacturing defects are confirmed by RAWROW inspection
※ Corporate purchases, special distribution, and collaboration products may have different terms. Check with your seller for details.
■ Warranty by Product (Within 2 Years)
[ TRUNK ]
▪︎Within 7 days: Exchange or refund for manufacturing defects
▪︎Within 2 years: Free repair for functional issues during normal use
▪︎Online Purchases:
For online purchases, we can provide replacement parts that can be easily installed by the customer
▪︎In-Store Purchases:
For products purchased in-store, please contact the original store of purchase for assistance
Examples: Wheels, handle, scale, TSA lock, zipper pulls, etc.
▪︎2-3 years: Free repair for confirmed manufacturing defects
▪︎After 3 years: Paid repair as long as repair is possible
[ BAG ]
▪︎Within 7 days: Exchange or refund for manufacturing defects
▪︎Within 1 year: Free repair for confirmed manufacturing defects
▪︎After 1 year: Paid repair as long as repair is possible
[ EYE ]
▪︎Within 7 days: Exchange or refund for manufacturing defects
▪︎Within 1 year: Free repair for confirmed manufacturing defects
▪︎After 1 year: Paid repair as long as repair is possible
※ General Notes
▪︎This is a limited warranty covering repairs within reasonable limits
▪︎We continue offering paid repairs or replacement parts even after the free warranty period ends, though availability may vary by territory
▪︎If parts are unavailable, we may use equivalent replacements; refunds are not provided
▪︎Repairs may leave visible marks
■ What's Not Covered
Free warranty does not apply in these cases. Repairs may be paid or not possible.
1. Purchase Source
▪︎No proof of purchase, unauthorized retailer, or secondhand purchase (unless you have valid proof or registered warranty)
2. Non-Warranty Items
▪︎Accessories: trunk covers, name tags, organizers, etc.
3. Normal Wear and Appearance Changes
▪︎Changes from material properties that don't affect function (scratches, coating wear, discoloration, rust, color transfer, etc.)
▪︎Aluminum: scratches, dents, marks, stains
▪︎Suede: wear, fraying, texture changes from friction
▪︎Leather: pattern/shine/color variation, natural wrinkles, discoloration, stains, color transfer
▪︎Appearance changes from airline baggage handling (scratches, stains, marks, dirt, accessory damage)
4. External Damage and Misuse
▪︎Damage from compression, holes, deformation, heavy soiling, contents, sharp objects, or friction
▪︎Damage from airline or carrier mishandling (broken base plate, irreparable damage)
▪︎Damage from chemicals like solvents, benzene, gasoline, or thinner
▪︎External damage during delivery, handling, or storage
▪︎Damage from UV exposure, heat, humidity, moisture, or contamination
▪︎Damage from improper use, structural damage, excessive load or force
▪︎Deformation from storage in hot environments (car hood, dashboard)
▪︎Eyeglass frame bending, misalignment, or damage during wear or storage
5. Improper Care
▪︎Damage from incorrect cleaning or storage
▪︎Unauthorized repairs, modifications, or non-genuine parts
▪︎Abnormal use not meeting RAWROW standards
6. Other
▪︎Contents damage, time, costs, losses, incidental expenses, shipping fees
▪︎Repair marks or appearance traces
▪︎Damage from natural disasters, fires, or other uncontrollable events
7. Free Gifts
▪︎Products from events, prizes, or sponsorships with no purchase record
▪︎Complimentary items included with products
■ When Repair Isn't the Best Solution
Sometimes, even if repair is technically possible, replacement may be better for product quality and value:
▪︎When repair would leave severe damage marks that reduce the product's value
▪︎When the repair process is too complex or structurally limited
▪︎When necessary materials or parts are discontinued, unavailable, or significantly delayed
In these cases, we may replace your product with the same item or one of equal value, based on RAWROW inspection, and RAWROW makes the final decision.