Warranty Policy

• Warranty Period

LUGGEX luggage is covered by limited warranty periods that vary by product series and purchase date.

Purchases made before 2026

• LUGGEX luggage: 3-year limited warranty

• LUGGEX bags & accessories: 1-year limited warranty

Purchases made from 2026 onward

• ZX Series: 10-year limited warranty

• FX Series: 5-year limited warranty

• EX & UX Series: 3-year limited warranty
  

• LUGGEX bags & accessories: 1-year limited warranty

The warranty period begins on the original date of purchase and applies only to the original purchaser or the original gift recipient.

 

Warranty Coverage & Exclusions

LUGGEX’s limited warranty covers functional issues or manufacturing defects that occur under normal use. Specifically, the warranty includes:

Covered Components:

• Structural damage to the suitcase shell (not caused by improper handling)
• Telescopic handle that fails to extend or retract properly
• Broken handles or wheels
• Damaged zippers or other functional parts that affect normal use

If any covered issue occurs within the warranty period, LUGGEX will provide free repair or replacement of the affected parts to ensure your suitcase functions properly.

Exclusions (Not Covered by Warranty)

The warranty does not cover the following:

• Damage caused by improper use, negligence, or rough handling, including overloading, forceful impact, or mishandling
• Cosmetic wear and tear from normal use, such as scratches, scuffs, stains, and everyday wear on handles and wheels
• Damage caused by accidents, natural disasters, or third-party handling, including airline damage, loss, or theft
• Damage caused by unauthorized repairs or modifications, or any issue not related to the product’s original quality

 

How to Submit a Warranty Claim

If your LUGGEX product requires warranty service, please follow these steps:

1. Contact Customer Support
   Submit your warranty request through the live chat on the LUGGEX official website or email our support team at service@luggex.com.
   Please include your order number, purchase date, product model, and a description of the issue so we can verify your warranty eligibility quickly.
2. Provide Supporting Documents
   You may be asked to provide proof of purchase (such as an invoice or order confirmation) and clear photos of the damaged area to help us determine whether the issue is covered under warranty.
3. Review & Next Steps
   Our support team will review your request as soon as possible.
   If the issue is covered by the warranty, we will guide you through the next steps, which may include:

• • Sending the product for repair
  • Receiving replacement parts
  • Getting a replacement unit (depending on the case)

Please keep records of your communication with customer service and any shipping documents during the repair process for tracking and follow-up. We aim to make the warranty process as smooth and convenient as possible.

 

Proof of Purchase Requirement

To receive warranty service, customers must provide valid proof of purchase to confirm original ownership and verify the warranty period. Accepted forms of proof include:

• Order number
• Purchase invoice or receipt
• Order confirmation email

If the product was received as a gift and the recipient cannot provide the original proof of purchase, they may provide alternative information such as the giver’s name, approximate purchase date, or other relevant details. Our support team will assist in verifying warranty eligibility.

 

Repair Costs During Warranty Period

If a product experiences a defect covered under the warranty during the valid warranty period, LUGGEX will provide free repair or replacement service.
Examples of free services include:

• Sending replacement parts (e.g., wheels, handles, etc.)
• Repairing functional components
• Replacing the product with the same model or an equivalent model if the issue cannot be repaired

No fees will be charged for repairs or replacements that fall within the warranty scope.

However:

• If the issue is not covered (e.g., damage caused by misuse or external forces), or
• If the product is outside the warranty period,

then repair or replacement may incur a service fee. In such cases, we will communicate the estimated cost in advance, and the customer may decide whether to proceed.

LUGGEX will do its best to offer discounted repair options or replacement solutions for products beyond the warranty period to reduce the customer’s burden.

 

Warranty Transferability

LUGGEX warranties apply only to the product’s original purchaser or the original gift recipient.
Warranty rights cannot be transferred to anyone who obtains the product later.

Products purchased through secondhand channels or from unauthorized sellers are not eligible for official LUGGEX warranty services.

We strongly recommend purchasing from LUGGEX’s official website or authorized retailers to ensure full warranty coverage and after-sales support.

 

Warranty Coverage for Secondhand Products

LUGGEX warranties do not apply to secondhand or resold products.
The warranty is valid only for brand-new items purchased through official channels, such as the LUGGEX website or authorized retailers.

Products purchased through unofficial or secondhand platforms (e.g., eBay, resale markets, private transactions) are not eligible for official warranty service. While this does not affect the product’s inherent quality, any repairs or service for secondhand items will be at the customer’s expense.

We recommend purchasing from official or authorized channels to ensure full warranty protection and after-sales support.

 

How to Check Warranty Status

You can determine the warranty status of your LUGGEX product using the purchase date and product series.
Refer to our standard warranty periods:

• Luggage: 3-year warranty
• Bags & Accessories: 1-year warranty

By matching your purchase date with the warranty duration for your product type, you can confirm whether the warranty is still valid.

If you are unsure or unable to verify the information, you may contact LUGGEX Customer Support. Our team will help check your warranty status using your order details.

 

Global Warranty Coverage

LUGGEX’s published warranty policy currently applies only to purchases made in the United States and Canada.
Products purchased within the U.S. or Canada are covered according to the warranty terms outlined in this policy.

For products purchased outside the U.S. and Canada, warranty coverage is determined by the local official distributor or authorized retailer. Warranty terms, coverage periods, and service processes may vary depending on regional regulations and service systems.

If you purchased or are using a LUGGEX product outside the U.S. or Canada, please contact the local authorized distributor or customer service to confirm the warranty policy applicable to your region.