GENERAL TERMS AND CONDITIONS

2 YEAR REPLACEMENT SERVICE IN CASE OF LOSS OR THEFT

RIMOWA REPLACEMENT SERVICE

Version March 2025

RIMOWA offers, free of charge, a replacement service. This service includes that in the event of loss of your suitcase during the transportation by public transport or theft of your suitcase during a trip, you may benefit from a replacement of your RIMOWA suitcase if you report the loss or theft within five (5) days of becoming aware of it. This service is offered only to purchases made on or after March 18th, 2025, in official RIMOWA stores in Germany or via the official RIMOWA online store in Germany, of new suitcases that have been lost or stolen within two (2) years from the date of the purchase, subject to the following conditions.

RIMOWA will examine each report individually and decide at its sole discretion and without acknowledging any legal obligation if a replacement can be offered. There is no right to a favourable decision.

The following criteria will help RIMOWA to take the decision whether you can benefit from the RIMOWA Replacement Service:

LOSS

• • Description of the incident: You will have to provide a meaningful description of the circumstances of the loss.
• • Proof of loss during transportation by public transport: You must provide a copy of the loss report that you have submitted to the transport company dated less than forty-eight (48) hours after the event.
• • Serial number of your lost RIMOWA suitcase.

THEFT

• • Description of the incident: You will have to provide a meaningful description of the circumstances of the theft.
• • Police report confirming the theft during a trip: You will have to provide a copy of the official police report documenting the incident drawn up no later than forty-eight (48) hours after the event. 
• • Serial number of your stolen RIMOWA suitcase.

In both cases, you must have a positive customer history and show no signs of fraudulent behaviour.

To report your incident, please click on the link within the email confirming the shipment of your RIMOWA suitcase, which will redirect you to the platform of our partner GRÂCE handling the service on behalf of RIMOWA. Your RIMOWA suitcase should automatically appear in your account on the GRÂCE platform. You can then report the incident via this platform. Should you have any questions or if you did not receive your link, please contact care@grace.io. If you did not provide your email address when purchasing in-store, you will need to contact us for help and further instructions to activate the service. In case you have received the suitcase as a gift from someone who purchased it at an official RIMOWA store or via the official RIMOWA online store in Germany, please request the original buyer of the suitcase to transfer ownership of the suitcase to you directly on the GRÂCE platform. You will then be able to report an incident using your own account on the GRÂCE platform.

Once RIMOWA has received the details of your case, RIMOWA will examine, rate and weigh the submitted information and will then decide, at its sole discretion, whether or not to offer a replacement for your RIMOWA suitcase. Should RIMOWA decide to offer you a replacement suitcase, such replacement suitcase may, depending on availability, differ from the model of your lost or stolen RIMOWA suitcase. RIMOWA reserves the right to handle the replacement service through a third party provider. In any case, you can only be granted one (1) replacement suitcase per year, i.e. within a period of twelve (12) months. No compensation will be provided for the contents of your lost or stolen suitcase. You will receive your replacement suitcase in every official RIMOWA store of your choice worldwide, subject to availability. Please note that we can only offer you a replacement suitcase if you transfer ownership of your lost or stolen suitcase to RIMOWA by assigning to RIMOWA any claims you may have against third parties (e.g. the thief). You will therefore need to agree to transfer ownership respectively when you report your incident and request a replacement suitcase.

In case that you resell your suitcase, this replacement service is not granted to the buyer.

Please also note that the RIMOWA Replacement Service is independent of the RIMOWA Lifetime Guarantee and any applicable statutory warranty rights. These rights, which are in no way restricted by the RIMOWA Replacement Service, apply to manufacturing defects of your RIMOWA suitcase, while the RIMOWA Replacement Service only applies in the event of loss during transport or theft during a trip.

The RIMOWA Replacement Service is provided by RIMOWA GmbH, Richard-Byrd-Strasse 13, 50829 Cologne, Germany and will be governed by the Laws of the Federal Republic of Germany.