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My son purchased a leather mailbag in Dec 2016. The lining has ripped. We went to the 'LL Bean here in Cleveland and we were told the the ripped lining is "normal" wear and tear and they refused to do anything about it. The manager did not "work with us". The "fix" was to take it to a shoe repair shop. Why should he put more money into it? The new policy supposedly does not cover items purchased before Feb 2018. He purchase the bag thinking he would have the return policy at the time of the purchase. We are disappointed in your company. The bag was not cheap and he could have gone elsewhere and gotten a similar item for less. But he thought your company would have stood behind your products.