YOUR AI CONCIERGEDelsey Paris warranty Policy
1. Purpose of the warranty
The DELSEY PARIS commercial warranty covers manufacturing defects that may impair the normal use of the product. It applies to new products, excluding display and clearance models, sold with a warranty certificate.
This warranty is without prejudice to the statutory warranties of conformity and against hidden defects provided for in Articles L217-3 to L217-32 of the French Consumer Code and Articles 1641 to 1649 of the Civil Code.
Only the DELSEY After-Sales Service is authorised to decide on the application of the warranty, worldwide and without any exclusions other than those provided for in this policy.
2. Warranty exclusions
The following are not covered:
- Accidents resulting from external damage (fall, impact, deterioration during transport);
- Normal wear and tear or friction. Marks or signs of use on your luggage are considered normal wear and not a defect;
- Exposure to extreme temperatures, sunlight, solvents, water or any liquid likely to damage the product;
- Damage resulting from user negligence or improper use of the product;
- Scratches, marks and dents, considered normal signs of life without functional impact;
- Unauthorised modifications, use of parts not manufactured or sold by DELSEY;
- Repairs carried out by a third party before intervention by After-Sales Service or an authorised centre.
For electronic components, the following exclusions also apply:
- Use of electronic components not in accordance with their intended purpose;
- Modification of these components, including use of parts not manufactured or sold by DELSEY or improper installation of third-party products.
3. Warranty period
- Luggage: 2, 3, 5 or 10 years from the date of purchase (excluding electrical and electronic components);
- Electrical and electronic components (excluding batteries): 2 years.
The duration is indicated on the product sheet and the warranty certificate.
4. Territorial scope
The commercial warranty applies to all DELSEY PARIS products sold worldwide.
5. Implementation terms
The warranty can only be enforced upon presentation or communication of the warranty certificate accompanied by the purchase invoice showing the purchase date and product reference. Failure to provide one of these two documents may result in DELSEY refusing to apply the warranty.
If the product is returned by post, it must be shipped according to the instructions provided by After-Sales Service, in protective packaging.
6. Hierarchy of resolution solutions
Subject to prior validation of the warranty, DELSEY undertakes to handle claims according to a graduated approach, in the following order:
a) Self-repair
Where technically possible, DELSEY favours self-repair by the customer. For this purpose, DELSEY offers the dispatch of appropriate spare parts, accompanied by multilingual instructions, enabling the customer to carry out the repair themselves.
Spare parts supplied may be in a neutral colour, different from the original product, without this constituting a defect; DELSEY will nevertheless strive to maintain the aesthetic harmony of the product.
Disclaimer In the context of self-repairs, DELSEY provides spare parts and explanatory instructions for information purposes only. DELSEY cannot be held liable for bodily, material or immaterial damage resulting from incorrect handling, improper use of tools or non-compliance with the instructions provided. The customer assumes full responsibility for carrying out the repair and undertakes to follow the safety instructions indicated in the manual.
b) Repair in an authorised workshop
If self-repair proves impossible but the product is technically repairable, DELSEY may direct the customer to a DELSEY-certified repair workshop authorised to carry out repairs in compliance with the brandโs quality standards. Repair costs may be covered under the warranty.
c) Replacement with a substitute product
If no repair is possible, DELSEY may, at its discretion, replace the defective product with an equivalent substitute product.
The substitute product is chosen by DELSEY After-Sales Service based on objective criteria to ensure equivalence with the original product, including:
- Usage (similar functionality and practicality);
- Value (comparable retail price);
- Perceived quality (level of finish and robustness);
- Price range (same or higher segment).
d) Issuance of a credit note for the distributor
As a last resort, DELSEY may issue a credit note corresponding to the value of the product concerned, after validation of the file by After-Sales Service.
7. Out-of-warranty repair
If you wish to have your DELSEY luggage repaired after the warranty has expired, you must complete the after-sales form available via this link: I'm an individual customer โ Delsey Paris Consumer Care.
After receipt and validation of the form by After-Sales Service:
- DELSEY may provide a quote for the requested spare part or repair;
- Once the quote is accepted by the customer, payment and shipping terms will be communicated.
8. CSR Commitment
DELSEYโs After-Sales Service policy is part of a Corporate Social Responsibility (CSR) approach, in line with circular economy principles and applicable legal provisions. DELSEY is committed to extending the life cycle of its products, reducing waste production and promoting repairability, in compliance with environmental standards.
9. Products purchased in hypermarkets
Products purchased from partner retailers (Carrefour, Leclerc, Auchan, Cora, Monoprix, etc.) are handled exclusively by these distributors, in accordance with the agreements concluded. The customer must go directly to the store of purchase with the product and the receipt.
10. Liability
DELSEY cannot be held liable for cases of force majeure, as defined by law and jurisprudence, that may prevent the implementation of the DELSEY warranty.
11. Statutory warranties
In addition to the commercial warranty, you also benefit from the legal warranty of conformity under Articles L217-3 to L217-32 of the French Consumer Code and the legal warranty against hidden defects under Articles 1641 to 1649 of the Civil Code.
For more details, see Annex 1 of our General Terms and Conditions of Sale.
Depending on the country of purchase, other rights may be granted by national law under statutory warranties.
The implementation terms of these statutory warranties are the same as for the commercial warranty.
12. Name and address of the guarantor
DELSEY, a simplified joint-stock company with a share capital of โฌ52,099,596, registered with the Paris Trade and Companies Register under number 572 017 507.
Registered office: 12 rue Duhesme, 75018 Paris, France.
