Warranty policy

Warranty Coverage

Warranty Period

The repair warranty is valid for 10 years from the date of purchase (or the delivery date for shipped items).

Customers who purchased products on or before February 1, 2026 will automatically be upgraded from a 2-year warranty to a 10-year warranty.

Scope of Repair Coverage

If damage or malfunction is deemed to be covered under this warranty, repairs will be provided free of charge.

Repairs not covered under the warranty, or repairs requested after the warranty period has expired, will be handled for a fee.

This warranty applies only to suitcases. Accessories are not covered.

Important Notes

Scratches, scuffs, stains, or cosmetic damage to the exterior of the suitcase are not covered.

Repair methods will be determined at our discretion and limited to a level that ensures functionality under normal use.

Outlet items and products purchased from unauthorized sellers are not eligible for warranty coverage.

Products for which the place of purchase or purchase date cannot be verified are not eligible for warranty coverage. - Customers who purchased from the moln Official Online Store or moln Minami-Aoyama can verify their order number in the order confirmation email. - Customers who purchased from authorized retailers must retain receipts or order confirmation emails showing the purchase date and details. Please do not discard these documents.



Exclusions (Disclaimer)

Even within the warranty period, the following cases are not covered:

  1. Damage or malfunction caused by intentional acts or gross negligence
  2. Damage or malfunction due to misuse, improper handling, or use outside the intended purpose
  3. Damage or malfunction occurring during transportation by airlines, shipping companies, or other carriers
  4. Deterioration of consumable parts due to normal use (e.g., wheels/casters)
  5. Damage resulting from loss or damage to contents
  6. Damage or malfunction caused by customer-performed repairs or modifications
  7. Damage caused by natural disasters such as fire, flooding, earthquakes, or lightning
  8. Damage caused by third parties
  9. Natural wear and tear, rust, mold, material deterioration, or insect damage
  10. Damage caused by fraud, embezzlement, loss, or misplacement
  11. Damage caused by theft
  12. Cosmetic damage only (not affecting functionality), such as scratches, fraying, tears, burns, peeling paint, stains, or mud splashes
  13. Damage or malfunction caused by transporting items other than clothing or personal belongings (e.g., during travel)



Covered Damage and Malfunctions

  1. Defects identified as initial defects.
  2. Defects caused by materials or manufacturing issues.
  3. For the "Small+" front pocket, damage to the belt or metal fittings will be repaired free of charge up to two times. From the third repair onward, repairs will be charged.
  4. Other damage or malfunctions deemed eligible for coverage at our discretion.



Damage During Transportation

If your suitcase is damaged while in transit by a transportation service (airlines, ships, trains, buses, courier services, etc.), compensation may be available from the respective carrier. Before checking in your suitcase, we recommend confirming that all parts (locks, wheels, handles, etc.) are functioning properly. If damage is discovered upon return, please notify the carrier's staff immediately.

When traveling by air, be sure to inspect the suitcase body, wheels, and handles at the baggage claim carousel upon arrival. If damage is confirmed and your claim is accepted, please obtain a Damage Report issued by the airline at the airport without delay. In such cases, repairs may be covered by the airline.

Please note that without a Damage Report, airline compensation cannot be claimed.

Damage incurred during transportation by carriers is not covered under this warranty policy.



Repair Request Process

  1. Please submit a repair request via the Contact page on our website.
  2. Our customer support team will provide you with further instructions regarding the repair process.

Notes:

Customers are responsible for round-trip shipping costs to the repair center. For issues that can be resolved by part replacement, we may send replacement parts so customers can perform the repair themselves.

Once the repair item arrives at the repair center, it typically takes 1–2 weeks for return shipment. However, additional time may be required depending on the extent of damage.