Refund policy

Burly Warranty & Returns Overview

Luggage Warranty

All Burly luggage and suitcases come with a 10-year warranty, with the option to purchase an extended warranty.

1. Products Covered

This warranty applies to luggage purchased directly from Burly or authorised retailers.
It covers defects in materials and workmanship under normal use.

“Luggage” refers to suitcases and travel bags only and excludes accessories or non-suitcase products.

2. 10-Year Warranty Coverage

Burly warrants that its luggage, when delivered in its original packaging, will be free from defects in materials and workmanship.

This warranty does not cover damage caused by misuse, neglect, accidents, unauthorised modifications, or failure to follow care instructions. Burly may deny warranty claims where there is reasonable evidence of misuse, fraud, or dishonest claims.

3. Defects Covered

This warranty covers:

  • Cracks or breaks in the outer shell (excluding customisations made on the shell)

  • Broken wheels, handles, or telescopic handles

  • Zippers that no longer function properly

This warranty does not cover:

  • Cosmetic damage such as scratches, dents, stains, scuffs, bends, or normal wear and tear (including inner fabrics and components)

  • Damage caused by airline or transport handling
    (Airline damage should be reported directly to the airline before leaving the airport)

  • Non-defective parts requiring replacement

  • Second-hand, “as-is”, or unauthorised purchases

  • Damage from abuse, modification, or accidental events (fire, flood, theft)

  • Lost or stolen luggage or components

  • Personal injury arising from luggage use

4. Warranty Remedies

If your luggage qualifies under this warranty, Burly may, at its discretion:

  • Repair or replace the defective product or component, or

  • Provide a refund in the form of store credit

Replacement items may vary in colour or style depending on availability. Exact replacements are not guaranteed.

5. How to Make a Warranty Claim

Contact support@goburly.com and provide:

  • Proof of purchase

  • Clear photos or videos of the defect

  • A description of the issue

  • Your contact details

Do not send luggage until return instructions are provided.
If a claim is denied after inspection, the item may be returned at your expense.

Warranty claims, refunds, and exchanges must be processed in the country where the order was purchased.

6. Changes to This Warranty

Any changes will not affect purchases made prior to the update. The applicable warranty is the one in effect at the time of purchase.

Returns

We offer a 30-day return policy from the date of delivery.

We stand by our products with a 30-day money-back guarantee, so you can shop with confidence. If it’s not quite right, simply return it within 30 days in new, unused condition, complete with all original packaging, for a full refund.

To initiate a return, contact support@goburly.com. Approved returns within Singapore, Hong Kong or Malaysia will receive a return shipping label and instructions. Items returned without approval will not be accepted.

Damages & Issues

Inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect.
Please include photos for documentation. Approved cases will receive a replacement or exchange.

Exceptions / Non-Returnable Items

Returns are not accepted for:

  • Personalised or custom items

  • Clearance or seconds items

  • Hazardous materials or personal care goods

Exchanges

To exchange an item, return the original product and place a new order once the return is approved.

European Union Customers

Orders shipped to the EU qualify for a 14-day cooling-off period, subject to the same unused and original-condition requirements.

Refunds

Approved refunds will be issued to the original payment method within 15 business days, excluding bank processing times.

This policy does not affect your rights under Singapore’s Consumer Protection (Fair Trading) Act.

For questions, contact support@goburly.com