FAQ

All items sold at Kipling SG go through our quality control procedures. We inspect every item before it is shipped, and all goods shipped are fully insured in case of loss or damage.

However, there are times when the merchandise is damaged, defective, or incorrectly shipped.

If this is the case:

1. Kindly reach out to us using the chat icon located in the lower right-hand corner of the screen outlining the reason for your return, together with pictures of the merchandise and your Order Reference Number within 30 days upon receipt of items.
2. Our customer service team will review your request and will provide the return instructions upon confirmation of your request.
3. Once we receive the item/s, we will refund the amount of the total value of the purchased merchandise in the form of Store Credits that will be valid for one (1) year.
4. If your courier has the option, we highly recommend that you insure the items, when returning, as it will be your responsibility to take reasonable care of the goods and will be liable for any damage to them until we receive them at our operations center. In case of dispute, we also recommend for you to retain the proof of sending.
5. If the items shipped are defective or different from the ones you ordered, we will be shouldering the cost of all shipping fees incurred as well. All merchandise for return must be in original condition and in their original packaging.

Kipling guarantees every Kipling product with a limited warranty against manufacturer defects!

All regular Kipling bags and luggage carry a limited 2-year (24-month) warranty against manufacturer’s defects in materials and workmanship from the date of purchase. Kipling will repair or replace any product found to be defective within the scope of normal and appropriate use. If your original bag is no longer available, it will be replaced with an equivalent model.

Before submitting a warranty claim, please read the following:

• Bags damaged during the shipping process: Please inspect your order immediately upon delivery. If you ordered your item directly from our online store and it has arrived damaged, please contact us immediately using the chat icon or via email at kipling.sg@primergrp.com. If you use the bag, we cannot replace it due to shipping damage.
• International Warranty Claims: Kipling® products purchased outside of Singapore are covered by our international warranty. Please send us an email at kipling.sg@primergrp.com with your proof of purchase for validation. PRIMER-UNIGLOBE (S) PTE. LTD, the exclusive distributor for Kipling® in Singapore, reserves the right to accept or deny warranty claims on products purchased from international resellers.
• What is covered: Manufacturing defects, faulty zippers, broken buckles, seam splits, or defective hardware.
• What is NOT covered: This warranty only covers manufacturing defects and does not include any damage or defect caused by, whether directly or indirectly, any of the following:Improper use, misuse, or abuse (such as tears, cuts, or holes in the fabric).Damage or defect caused by cleaning, disassembly, alterations, or modifications.Normal wear and tear, cosmetic scratches, scuffs, or theft.Third-party transit damage (e.g., damage caused by airlines or other carriers during travel).
• Condition of return: Please take note that any bag submitted for evaluation must be in a clean and presentable condition. We are unable to process bags sent to us in a soiled or dirty condition.

For further assessment, you may also bring your Kipling product along with your proof of purchase or online order reference to any official Kipling store in Singapore, and our retail team will gladly assist you.