Warranty policy

Warranty Coverage

  1. Repair warranty period: 2 years from the date of arrival
  2. Repairs are available for:
    1. If any damage or defect occurs that is covered by the warranty, we will repair it free of charge.
    2. Repairs that are not covered by the warranty or repairs performed after the warranty period will be subject to a fee.
  3. Notes
    1. Please note that scratches and stains on the surface of the suitcase are not covered by the warranty.
    2. We will determine whether the repair is within the scope of normal use.

Disclaimer

The following cases will not be covered by the repair warranty even if the product is within the warranty period.

  1. Damage or malfunction caused intentionally or by gross negligence
  2. Damage or malfunction caused by misuse, use other than its intended purpose, or careless handling
  3. Damage or defects that occur during transportation by transportation companies, etc.
    (Please see "Handling Damage During Air Transport" at the bottom.)
  4. Deterioration of consumables such as casters due to normal use
  5. Damage caused by damage or loss of contents
  6. Damage, malfunction, or damage caused by repairs or modifications made by the customer
  7. Damage, malfunction, or damage caused by natural disasters such as fire, flood, earthquake, or lightning strike
  8. Damage, breakage or malfunction caused by a third party
  9. Damage or defects caused by natural wear and tear, rust, mold, deterioration, rodent or insect damage, etc.
  10. Damage caused by fraud, embezzlement, loss or leaving behind
  11. Damage caused by theft
  12. Damage that is merely cosmetic, such as scratches, fraying, tears, scorching (excluding fires, explosions, etc.), peeling paint, dirt, stains, mud splashes, etc., and does not affect the functionality of the product.
  13. Damage, defects, or damage caused by transporting items other than clothing or personal belongings used for travel, etc.

Damage and defects covered by the warranty

  1. Damage or cracks in the main body shell
  2. Damage to locks, casters, handles, malfunctions, etc.
  3. Zipper won't open or doesn't function
  4. Damage to the fabric inside the suitcase, malfunctions, etc.
  5. Any other damage or malfunction that we determine to be covered by the warranty

If damage occurs during transportation

If your suitcase is damaged during transportation by the means of transport you have used (air, ship, train, bus, courier, etc.), you may be able to receive compensation from each means of transport. In that case, we recommend that you check that all parts (locks, wheels, carrying handles, etc.) are in working order before checking in your suitcase. Also, in the unlikely event that you find any problems when you return your suitcase, please immediately contact the relevant transport company.

Especially when traveling by airplane, when your suitcase is returned to you on the carousel at the arrival airport, be sure to check the body, wheels, handle, etc. of the suitcase. If your suitcase is damaged and your claim is accepted, immediately obtain a "Damage Certificate" issued by the airline you used at that airport. In this case, you may be able to receive compensation from the airline (repairs will be made by the manufacturer and costs will be borne by the airline).

However, please be aware that if you do not obtain this "Damage Certificate", you will not be able to receive compensation from the airline.

Please note that damage caused during transportation by transportation means or shipping companies is not covered by this warranty policy.


Repair request process

Please submit a repair request via the Contact page of this website.

A customer support representative will contact you with more information about repair support.

*Shipping costs to the repair center（Japan ）will be borne by the customer.

*After the repair item arrives at the repair center, it will normally be returned within 1 to 2 weeks. However, please note that it may take additional days depending on the type of damage.