Returns, Refunds & Warranty

At Ashard, we are committed to providing high-quality luggage and a reliable shopping experience. Please review our return, refund, and warranty policy below before making a purchase.

30-Day Quality Guarantee

We stand behind the quality of our products. If your suitcase arrives with a manufacturing defect or quality-related issue, please contact us within 30 days of receiving your order. Depending on the situation, we may offer:

• A replacement part
• A replacement product
• A partial refund
• A full refund

Our customer support team will review each case individually to provide the most appropriate solution.

Return Eligibility

Returns may be accepted within 30 days of delivery under the following conditions:

• The wrong item was delivered
• The item arrived damaged during shipping
• The product has a confirmed manufacturing defect
• The item remains unused and in its original packaging

Additionally, in accordance with Japan's Consumer Contract Act, customers have the right to return unused items within 8 days of delivery without providing a reason (cooling-off period).

To request a return, please contact us at support@ashardly.com with your order number, photos of the product, and a description of the issue.

Change of Mind & Customer Preference

To maintain fair pricing and product quality, we generally do not accept returns or refunds for: change of mind, personal preference, incorrect color or size selection, or orders placed by mistake — except within the 8-day cooling-off period stipulated by Japanese law. We encourage customers to carefully review product specifications, dimensions, and images before placing an order.

Non-Returnable Conditions

Returns cannot be accepted if:

• The product has been used
• The product has been damaged due to misuse, negligence, or improper handling
• Original packaging is missing
• The return request is submitted outside the applicable return period
• The product has been modified or altered

Return Shipping Costs

Ashard will cover return shipping costs if the return is due to shipping damage, an incorrect product being shipped, or a confirmed manufacturing defect. For all other approved returns (including cooling-off period returns), customers are responsible for return shipping expenses.

Refund Processing

Once the returned product has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 5–10 business days. Processing times may vary depending on your payment provider.

Order Cancellation

Orders may be cancelled before shipment. Please contact us within 12 hours of placing your order to request a cancellation. Once an order has been shipped, cancellation is no longer possible and this return policy will apply.

1-Year Limited Warranty

All Ashard luggage products are covered by a 1-Year Limited Warranty from the date of delivery, covering manufacturing defects in materials and workmanship under normal use. Examples include:

• TSA lock malfunction caused by manufacturing defects
• Wheel failure due to manufacturing defects
• Handle or telescopic system defects
• Structural defects in product materials

The warranty does not cover: normal wear and tear, cosmetic scratches or stains, damage caused by airline handling, accidental damage, improper use, or unauthorized modifications.

Customer Support

Thank you for choosing Ashard. Carry Your Journey Forward.

Last updated: July 2026