Just yesterday got back from B&R my 8-year-old cabin duffel which had been used and abused. In addition to fixing the issues I requested (zipper pulls, other minor things), they pretty much replaced the entire bottom leather, the seam bindings, the handle wrap, and gave me back a bag which, though it shows its age in color fading, will give me many, many more years of use. I think my FedEx charge was about $9 to send it in, and it was back in just over 2 weeks. WELL worth it to take the time/effort.