Warranty

These Warranty Conditions apply to products delivered to an address outside the United States or purchased from an authorised retailer outside the United States.

Horizn Studios offers Manufacturer’s Guarantees that go beyond your statutory rights. Where a guarantee is described as “Lifetime”, this refers to the useful lifetime of the product itself. The Manufacturer’s Guarantee applies to the person who registered the product; registrations are not transferable.

  • Lifetime Manufacturer’s Guarantee: Essential, Pro and RE luggage purchased on or after 1 February 2023, as well as Air and GO luggage purchased between 1 February 2023 and 3 February 2026
  • 5-Year Manufacturer’s Guarantee: Air and GO luggage purchased on or after 4 February 2026, as well as all luggage purchased before 1 February 2023
  • 2-Year Manufacturer’s Guarantee: Softgoods, e.g. backpacks, bags, travel accessories

These Manufacturer’s Guarantees apply in addition to your statutory rights under applicable consumer protection law, for example under the Consumer Rights Act 2015 in the United Kingdom. This guarantee does not affect those rights, which you can assert against the seller free of charge.

The guarantee period begins on the date of purchase. To benefit from the Manufacturer’s Guarantee, the product must be registered online within two years of purchase. For products purchased before 1 November 2026, the registration conditions applicable at the time of purchase apply. For products that have not been registered, your statutory rights remain fully available.

This guarantee is only valid for products purchased directly from Horizn Studios or from an authorised retailer. It does not cover damage caused by repairs performed by third parties not authorised by Horizn Studios. Horizn Studios reserves the right to deny or limit guarantee coverage in cases of fraud or misuse.

Guarantee Coverage: Luggage

The definition of Horizn Studios Luggage refers to the following product groups: M5 Cabin Luggage, H5 Cabin Luggage, H6 Check-In Luggage and H7 Check-In Luggage.

The Manufacturer’s Guarantee covers all functional aspects of your Horizn Studios luggage for the applicable guarantee period. It does not apply to:

  • wear and tear from normal use, such as wheels becoming less smooth or scratches on the hardshell surface
  • misuse or abuse
  • damage caused by accident or negligence, such as dents or cracks in the hardshell, whether caused by you or by a third party, including flight or transport damages

  • loss or theft

It is your responsibility to report damage caused by a carrier (e.g. an airline) as soon as possible, in accordance with the carrier’s own terms and conditions.

The guarantee also applies to the repaired or replaced product. However, the original guarantee period is not extended.

Smart Battery

For Horizn Studios Luggage with a Smart Battery, Horizn Studios guarantees for a period of two years from the date of purchase that the battery will not show the following defects:

  • the battery can no longer be charged or discharged
  • the battery can no longer supply sufficient power to compatible devices

This guarantee does not apply to:

  • a slowdown in the charging process, which is normal for batteries
  • batteries charged with adapters or cables other than original Horizn Studios ones
  • impairments caused by improper use of the luggage
  • batteries in luggage that was not purchased from Horizn Studios or an authorised retailer
  • batteries in luggage purchased second-hand, as B-stock, as a return, or as part of a sample sale or archive sale

Guarantee Coverage: Softgoods

The definition of Horizn Studios Softgoods refers to all Horizn Studios products other than luggage, including but not limited to the following product groups: Backpacks, Cross-Body Bags, Weekenders, Laptop Cases, Briefcases, Luggage Accessories, Wash Bags, Tech Accessories, Travel Wear, Cardholders and Wallets.

The Manufacturer’s Guarantee covers all functional aspects of your Horizn Studios Softgoods product for the applicable guarantee period. It does not apply to:

  • cosmetic wear and tear that does not affect functionality, such as scratches
  • misuse or abuse
  • damage caused by accident or negligence, such as abrasion, stains or deformation, whether caused by you or by a third party, including flight or transport damages
  • loss or theft

It is your responsibility to report damage caused by a carrier (e.g. an airline) as soon as possible, in accordance with the carrier’s own terms and conditions.

The guarantee also applies to the repaired or replaced product. However, the original guarantee period is not extended.

Used Products: Sample Sale or Archive Sale Items

B-Stock Horizn Studios products purchased as part of a “sample sale” or “archive sale” are covered by a Two-Year Manufacturer’s Guarantee for luggage and a One-Year Manufacturer’s Guarantee for Softgoods.

The same exclusions and terms set out above apply to B-Stock products, unless stated otherwise here. Your statutory rights remain unaffected.

How to Assert a Claim

This section applies to all Horizn Studios Luggage and Softgoods products. To assert a claim under the Manufacturer’s Guarantee, please inform Horizn Studios by completing the Damage Claim section of our Customer Contact Form within the guarantee period and provide pictures of the damage. If your order cannot be located using the email address associated with your claim, you will be asked to provide your order number or registration confirmation as proof of purchase. You will receive an initial response within 48 hours on business days.

Based on the information provided, Horizn Studios will decide whether the damage is covered by the guarantee. If an event covered by this guarantee occurs, Horizn Studios will, in its discretion, resolve the claim through one of the following: a self-service repair kit with instructions, sending the product in for repair, or providing a replacement. In case of a replacement, Horizn Studios reserves the right to deliver a product of a different colour if the original colour is not available at the time. Please note that due to the limited nature of Limited-Edition products, replacement will apply to the same model without the special edition application, subject to availability.

For approved guarantee claims, Horizn Studios covers shipping costs within the country to which the original order was delivered or in which the product was purchased from an authorised retailer.

If your product is no longer covered by the Manufacturer’s Guarantee, or the damage is not covered, please feel free to contact us anyway. Where possible, we will be happy to offer you a solution, such as spare parts or a repair, which may be subject to a charge.

Your Legal Rights

This guarantee is provided by HS New Travel GmbH, Potsdamer StraĂźe 87, 10785 Berlin, Germany.

Under this guarantee, Horizn Studios is not liable for incidental or consequential damages resulting from a defect covered by this guarantee, such as the cost of replacement items or loss of time. This does not affect any statutory claims, including claims for damages or under product liability law.

This guarantee is governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer, this choice of law does not deprive you of the protection of mandatory provisions of the law of the country in which you have your habitual residence.

Care Instructions

To help keep your Horizn Studios product in good condition and avoid damage that is not covered by this guarantee, please note the following:

Luggage

  • Always click the zipper pullers of the main compartment zipper into the TSA lock. Left unclipped, they can get caught and tear off, or even cause irreparable damage to the zipper.
  • Always fully open the main compartment zipper before opening the suitcase.
  • Do not overfill the main compartment or front pocket beyond their intended capacity.
  • Keep valuables out of the front pocket when checking in your luggage.
  • Keep your lock combination in a safe place.
  • Use the carry handles to lift and carry your suitcase. The fold-out telescope handle is designed for pulling and pushing only, not for lifting.
  • When closing the compression straps, apply even, moderate tension. Avoid pulling them tight in a jerky or forceful motion, especially when the suitcase is very full, as this puts unnecessary strain on the internal frame. If the straps feel hard to close, try redistributing the contents or packing slightly less.
  • Check the wheels regularly for debris such as stones, threads or sand, and clean them as needed. This significantly extends their lifespan and helps prevent the wheels from rolling less smoothly over time.
  • Avoid exposing products to extreme heat for prolonged periods, e.g. direct sun in a car or heat from radiators.

Softgoods

  • Always open and close zippers by pulling parallel to the zipper track, not away from it.
  • On backpacks with a laptop compartment, always open the compartment fully before removing the laptop.
  • Avoid overpacking backpacks, as excess pressure on the zippers can cause damage.
  • Do not machine wash, unless the product’s care label states otherwise.
  • Clean with mild soap and water using spot-cleaning rather than fully submerging the product; avoid harsh cleaning agents or solvents.
  • Avoid exposing products to extreme heat for prolonged periods, e.g. direct sun in a car or heat from radiators.

Storage (all products)

  • Before long-term storage, make sure the product is completely dry to prevent mould or mildew.
  • Store in the dust bag, if one is included with your product.
  • Suitcases and Softgoods can be nested inside one another for storage. However, we advise against transporting suitcases nested inside one another, e.g. when moving house.
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