While they say that only original workmanship is covered, I’ve found them to be super generous in repairing/replacing damage caused by normal wear and tear or accidents

Agree—it’s great. I had a roller backpack from 4th grade until 10th grade. Used it every day and put it through a lot. When it got rolled over in the school parking lot, I sent it in and they replaced it with a new one (apologizing that the fabric from my old one was no longer available). Used the same backpack from them for four years of college and still for lugging things around. Those things are BIFL