Shipping, Warranty & Returns

• All items must be unused and brand new
• Must be returned in their original packaging and all accessories and manuals included
• For luggage, luggage must have the TSA lock reset to code 000 and include original dust bag and user manual and if you've tried the luggage in your house, please make sure the wheels are clean. 
• For baby carriers, please include the head cover and user manual.
  

Returns During Promotions
From time to time, we may offer special promotions (e.g., Black Friday Sale) that are subject to their own terms and conditions. In the event of any conflict between the terms of a promotion and our standard Return Policy, the promotion-specific terms will take precedence.

Complimentary promotional items
If you decide to return your order, any complimentary items obtained via promotion, must be returned with the entirety of your order. If these are not returned, then the value of these items will be deducted from your total refund.

Gift Cards
Gift cards can not be refunded, resold, transferred for value, redeemed for cash.  Promotional offers and discounts cannot be applied to the purchase of Gift Cards, and purchases of Gift Cards cannot be used to satisfy promotional thresholds. All returns for purchases made with a Gift Card will result in credit to a Gift Card or issuance of a new Gift Card in the amount of the return.

Cancellation of Orders:
Orders can be cancelled if the order has not been processed.  Order cancellation requests can not be processed after Friday 12 noon (Eastern Time) and will be processed Monday during Swiss office hours if your product hasn't been shipped.

Exchanges
Need a different color?  Exchanges are allowed and free if your order has not been shipped.  Otherwise, the customer pays for the return shipping of returning the product for exchange.  Exchange products will be shipped only after the original product has been received.  Non-continental US states and territories: Color exchanges are not available.

Abuse of Return and Exchange Policy
We've created this Return and Exchange Policy to make sure our customers receive the product of their choice. We may, in our sole discretion, limit or suspend return privileges for customers who make fraudulent returns, violate and/or abuse the terms of this Return and Exchange Policy, including, but not limited to, making excessive returns, returning products that are no longer in original and brand-new condition.  We reserve the right to amend this policy at any time at our discretion.
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Warranty
We stand by the quality of every MiaMily product. If you experience a manufacturing defect, we’ll repair or replace the item under the terms of our warranty.

• Luggage: Covered for 5 years from the original purchase date.
• All other products: Covered for 2 years from the original purchase date.
• Preloved Luggage: Covered for 2 years from the original purchase date
• All other Preloved products: Covered for 1 year from original purchase date

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What Our Warranty Covers: 

• Wheels, silicon handles, telescoping trolley handles, lock toggle, and seat screw that break off or are otherwise no longer usable
• Zippers that break or can no longer open and close
• Tears or rips in fabric that would be considered a defect outside of normal wear & tear
• Defective TSA lock

What Our Warranty Doesn’t Cover
Our warranty is designed to protect against manufacturing defects. It does not cover:

• Injection mold marks on luggage back seat
• Normal Wear and Tear: Scuffs, scratches, or damage that occurs due to regular use over time.
• Misuse or Abuse: Damage resulting from improper handling, accidents, or abuse, such as excessive force, exposure to extreme conditions, or improper care.
• Cosmetic Damage: Surface damage, including but not limited to scratches, dents, or colour changes that do not affect the function of the luggage.
• Unauthorised Repairs: Damage resulting from unauthorised repairs or alterations.
• Damage caused by airline handling.
• Claims we reasonably believe to be fraudulent or dishonest

If a luggage component is defective and under warranty, here’s what happens:

• For repairable parts, we’ll send you a repair kit along with step-by-step instructions.
• For no repairable parts, we'll send a replacement.

Please note: All replacement or repair decisions are made at MiaMily’s discretion.
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Repairs

Warranty Repairs
If your product is under warranty, repair kits will be provided free of charge.  All repair kits can be done with a screwdriver.

Out-of-Warranty Repairs
If the damage is caused by airline mishandling or normal handling of luggage and is not covered under warranty, please contact our customer service to purchase the repair kit.