Return/Exchange/Warranty Policy
1. Free Returns and Exchanges Available:
When you opt-in for Unlimited Free Returns/Exchanges at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for FREE. If you decide not to buy Unlimited Free Returns/Exchanges you can still return your items, but you will be responsible for the cost of the return shipping label. All returns are subject to the guidelines outlined in our Return Policy. Please note that the original shipping fee and the $1.98 charge for Free Returns & Package Protection is always non-refundable.
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Order numbers are required for all returns and exchanges — including gifts. Gift recipients must have the original order number to proceed.
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If your return or exchange label isn’t included in the package - you’ll need to visit our returns portal to submit a request and download your label; if you can’t find it, email team@portlandgear.com with your order number.
2. Flexible Return Locations:
We offer you the flexibility to return or exchange your items either in-store or online, no matter where you initially purchased your order. Visit one of our physical locations to complete the return/exchange, or head to https://returns.portlandgear.com to complete through the mail. If you purchased your order in-store and don’t have a shipping address on file, you will need to email team@portlandgear.com for assistance.
3. Take Your Time, We've Got You Covered:
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We want you to shop confidently, which is why we're offering a generous 90-day return window for a full refund. If you decide within 90 days of your purchase that it’s not quite right for you, simply return your item in its original condition (unworn, unwashed, with tags attached) for a full refund.
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If it’s been more than 90 days, no worries! You are still eligible to make a return after 90 days, but instead of a refund you will receive store credit as long as the item(s) are unworn, unwashed, and has the original tags attached, we’ll issue store credit for the current value of the product.
We’ve made returns and exchanges hassle-free so you can always shop with peace of mind.
4. Manufacturer Warranty:
Warranty Period:
This warranty is valid for two years from the date of your original purchase. Please note, warranties are only offered on your original item. Replacements will not be eligible for warranties for any time period.
Coverage:
This warranty covers defects in materials and workmanship under normal use. It includes issues such as:
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Broken zippers
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Seam failures
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Material defects
Exclusions:
This warranty does not cover:
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Damage caused by misuse, abuse, or neglect
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Normal wear and tear
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Dissatisfaction of color choice
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Damage from accidents or unauthorized repairs
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Items purchased from unauthorized retailers
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Apparel and accessories
Claim Process:
To make a warranty claim, please follow these visit **https://returns.portlandgear.com.
Please note, an order number is required for all warranty requests** — including gifts. Gift recipients must have the original order number to proceed.
Resolution:
Upon inspection, we will determine whether to repair, replace, or issue store credit for the defective item.
Limitation of Liability:
Our liability under this warranty is limited to the repair or replacement of the bag. We are not liable for any incidental or consequential damages.
5. Portland Gear ReGear Repairs
ReGear is Portland Gear's repair program designed to extend the life of your gear and reduce unnecessary waste by restoring eligible bags whenever possible.
What ReGear Covers
At this time, ReGear is focused on common zipper issues, including:
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Stuck zippers
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Jammed zippers
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Off-track zippers
What ReGear Does Not Cover
ReGear is not intended for all forms of bag damage and does not currently cover:
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Zippers separating from fabric
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Broken zipper pulls
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Separated zipper teeth
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Damage caused by force, misuse, accidents, or unauthorized repairs
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Cosmetic wear and tear
Please note that if an issue is not eligible for ReGear, it may still qualify for warranty coverage. We encourage customers to submit a request through our warranty portal so our team can review the item and determine the best resolution.
Eligibility & Cost
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Eligible Cascade bags within 2 years of purchase may qualify for complimentary repair.
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For approved repairs outside the warranty period, customers are responsible for shipping costs.
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One approved ReGear repair is available per warranty period.
How to Submit a ReGear Request
Submit your request through our warranty portal at https://returns.portlandgear.com and include:
Incomplete submissions may delay review or approval.
Before Shipping Your Bag
Please make sure to:
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Empty your bag completely
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Remove all pins, accessories, keychains, and personal belongings
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Package the bag securely
Portland Gear is not responsible for items left inside or attached to bags and cannot replace lost personal belongings.
Repair Resolution
Once received, your bag will be evaluated by our team. Depending on the condition of the item, we may:
If a bag cannot be repaired, we will determine the best resolution based on warranty status and item condition.
Repair Turnaround Time
Typical ReGear turnaround time is approximately 2 weeks from the date the item is received.
6. Additional Notes for Luggage Returns, Exchanges & Warranties
To help us ensure every traveler receives luggage that meets our quality standards, please keep the following guidelines in mind:
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Order numbers are required for all returns, exchanges, and warranty requests — including gifts. Gift recipients must have the original order number to proceed.
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Keep your original box. All luggage must be returned or exchanged in its original packaging.
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Photo of wheels required. Returns and exchanges must include a clear photo of the bottoms of the wheels so our team can verify the item hasn’t been used.
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Used luggage is not eligible for a full refund or exchange.
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Warranty requests require detailed photos. Claims submitted without photos cannot be approved.
7. Special Circumstances
Incorrect Shipping Address
If you enter the wrong shipping address, contact us right away at team@portlandgear.com. We’ll do our best to update it before fulfillment, but we can’t guarantee changes once the order is processed.
After an order ships, we can’t modify the address or contact the carrier. You may reach out to the carrier directly, though changes aren’t guaranteed.
If the package is returned to us, we can resend it to the correct address at no cost. However, if it’s not returned, we’re unable to replace or refund the order.
Please double-check your shipping address at checkout to avoid delivery issues.
Returning Multiple Orders in One Box
If you are returning items from multiple orders in the same package, you must include a note inside the box with the following information:
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Your full name
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All applicable order number(s)
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A list of the item(s) being returned or exchanged
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If requesting an exchange, clearly state the item and color you would like in return
This information is required so our warehouse team can properly identify and process your return. If a note is not included, our warehouse may not be able to match the items to the correct order. This can delay processing and may result in your return or exchange not being completed. To avoid delays, please ensure all required details are included inside the package before shipping it back.
International Returns & Exchanges
At this time, all international orders are considered final sale. As a small business, international shipping costs are extremely high, and there are frequent complications with customs when processing returns, exchanges, or warranty replacements. Because of this, we are unable to offer exchanges or returns on orders shipped outside of the United States.
If there is an error with your order due to a mistake on our end (for example, you received the wrong item), please contact us at team@portlandgear.com and we will work with you to find an appropriate solution.
Please note that “ALL SALES FINAL” items are not covered under our return and exchange policy. This includes all personalized items.
