Maintenance, Repair & Warranty
Which parts of the trolley are covered by the warranty?
Our lifelong warranty covers material defects, including cracks or breakages in the polycarbonate shell, broken wheels, defective handles/telescopic handles and zippers. For more information please check our warranty page. If you have any problems, don’t hesitate to get in touch with our customer support team.
How do I take care of my luggage?
Your luggage is shipped in a cotton dust bag. Between trips we recommend storing your luggage in the dust bag to protect it from dust build up and accidental scratches.
If you need to clean your luggage, use a soft cloth and warm water (and a mild soap if necessary) to clean the exterior. Do not use abrasive cloths, harsh cleaning agents, vinegar-based solutions, disinfectants, petroleum distillates, solvents or dilutions. To clean the lining, wipe it down with a damp cloth and if necessary, use a mild soap to get rid of stains. Do not soak the lining. Remove excess moisture with a fresh towel, then leave the case open to air dry.
How do I take care of my backpacks and bags?
All backpacks, bags, and accessories arrive in recycled cotton dust bags. We recommend keeping it, and store your item in it when you’re not on the road – it perfectly protects it from dust building up and accidental scratches.
To clean the exterior, just use a soft cloth, warm water, and mild detergent. Don’t use abrasive cloths, harsh cleaning agents, vinegar-based solutions, disinfectants, petroleum distillates, solvents, or dilutions. Don’t wash your item in the washing machine, unless the label specifies it. To clean the lining, wipe it down with a damp cloth and use a mild detergent to get rid of stains.
For more tips, check out our Care Guide.
How do I protect my suitcase wheels?
To protect your suitcase wheels and keep them running smoothly make sure they are free from debris. We recommend soaking the wheels in warm soapy water, and using a brush to remove excess dirt.
Can the luggage wheels be replaced?
Yes, the wheels on your Horizn luggage can be replaced. If your suitcase has a broken wheel, our customer support team can help you repair it. Get in touch via our Customer Contact Form to open up a repair ticket in order for your luggage wheel to be replaced.
Can the luggage zippers be repaired?
The zippers on your luggage can generally be repaired or replaced but it depends on what specific component was damaged and where. If your zipper is broken, our customer support team can help you repair it. Get in touch via our Customer Contact Form to open up a repair ticket.