Warranty
We build our bags to last for years of hard use, so we stand behind them. Every Jackson & Cole bag comes with a one year warranty, and if something goes wrong, our first aim is to keep your bag going.
This warranty applies to orders placed on or after 12 November 2026.
What’s covered
Defects in materials or manufacture under normal, intended use. The warranty starts on the date you receive your order.
What isn’t covered
Normal wear and tear is expected with regular use and isn’t a manufacturing defect. This includes:
- Scuffs, scratches, stains and other cosmetic marks
- Fading or colour change from use or sunlight
- Natural wear of fabric, buckles, straps, handles and other parts
- Abrasion or fraying from regular use
- Punctures or cuts from sharp objects
- Damage from overloading, misuse, accidents, poor care or alterations
- Water getting into the front pocket. The zip is waterproof, but not airtight, so some water can get in during heavy rain or immersion. Use the main compartment for valuables
- Damage from full submersion, which the bags aren’t rated for
How to claim
Email us at hello@jacksonandcole.com. Include your order number and photos of the problem. If you’re not sure whether something is covered, send it anyway and we’ll take a look. We aim to reply within 2 working days.
What happens next
If the claim looks covered, we may ask you to send the bag back, and we’ll pay the postage. Where we can, we’ll repair it or send you a replacement part, such as a buckle or strap. If a repair isn’t possible, we’ll replace the bag, or refund you if it’s no longer available.
Outside the warranty?
If your bag is damaged through an accident or heavy use, get in touch. We’ll try to repair it where we can for a fair price, so it stays in use for longer.
Where you bought it
This warranty covers bags bought from jacksonandcole.com. Your order number is your proof of purchase.
Looking after your bag
Rinse off dirt or salt with fresh water and let it dry fully before storing. Read more about how we design for durability on our sustainability page.
This warranty is given by Jackson & Cole Ltd (company number 15480037), 2 Colliers Gardens, Backwell, Bristol, BS48 3DT. It is in addition to your statutory rights, which are not affected.