Tell us what happened
Email us with your order number, a short explanation and clear photos of the issue.
Warranty
Made with care. Backed for five years.
Five years of cover on the parts that carry the weight, with every claim reviewed directly by our team.
5 yearsStitching, zips and hardware
DirectHandled by our team
FairEvery claim assessed
Confidence, kept realistic.
Active Amsterdam products come with a five-year warranty on the stitching, the zips and the hardware, and a two-year warranty on manufacturing and craftsmanship defects in the rest of the product.
A travel piece changes through use. Normal wear and accidental damage are part of ownership and are not the same as a manufacturing defect. We keep that distinction transparent.
We assess the claim
We check the product, the issue and the circumstances against the warranty conditions.
A clear answer
We explain whether the issue is covered and which solution is appropriate.
The next step
When a claim is accepted, we arrange a suitable remedy under the warranty and applicable consumer law.
Warranty questions.
What is covered?
For five years we cover the stitching, the zips and the metal hardware against failure in normal intended use.
Manufacturing and craftsmanship defects elsewhere in the product are covered for two years.
What is not covered?
Normal wear, ageing, scratches, stains, colour transfer, accidental damage, misuse, improper storage and damage caused by water, heat or chemicals are not manufacturing defects.
Do you offer a repair service?
Not at this stage. We are a compact, growing brand and do not currently operate a separate repair service. Warranty claims are assessed individually and handled with the most appropriate available solution.
What do I need for a claim?
Your order number or proof of purchase, a description of the issue and clear photos that show both the product and the defect.
Your statutory rights
This commercial warranty does not limit the consumer rights that apply to your purchase under mandatory law.