Here at USB international we believe in providing our customers with strong, durable and hard-wearing luggage that doesn’t compromise on quality.
Following this principle, we offer all our luggage with warranties to provide our customers with peace of mind.
Please see below the warranties for each style:
- AEROLITE HARD SHELL 5 YEARS
- 5 CITIES HARD SHELL 5 YEARS
- AEROLITE SOFT SIDE 10 YEARS
- 5 CITIES SOFT SIDE 5 YEARS
- HOPPA – 3 YEARS
Even if your product hasn’t been registered we are able to guarantee your warranty; with the following relevant information:
- Proof of purchase
- Hangtag warranty certificate
- Image of damaged item
With this information we are able to verify when you purchased our product and the duration of its warranty. This also enables us to provide you with either the same product or a similar alternative. We are happy to replace your item if it is covered under our warranty and will send you a replacement (shipment charge not included).
How to claim under the warranty?
If your claim is covered under our warranty you must ensure you provide us with all the relevant information to provide with your claim. We advise that you return to the place of purchase; they will be able to advise you to their own returns and refund policies. If this option is not available or you are advised to contact us on firstname.lastname@example.org . You must provide us with proof of your purchase first, warranty certificate and photographic evidence of the damage and a brief description. If damage was cause by third party or airline baggage handling this is not covered under our warranty and should be taken up with the airline or carrier before you depart the airport. Once we have this information we can process your claim.
Airline Damage or Third-Party damage
Our warranty does not cover airline damage or third party. We suggest that if any damage is found to take it directly to the airline’s handling counter at the airport and complete a property irregularity report (PIR). The airline will contact you to discuss the extent of the damage and its recourse. It is not a legal requirement to have a PIR however, it does assist with speeding up the claims process. Our warranty does not affect your statutory rights. We advise to check with the appropriate airline for further information.
What is covered under warranty?
Our luggage and suitcases are built and designed to be hardwearing and durable, however moderate wear and tear is to be expected. Any warranty placed on our products is valid against defects in material and workmanship. It does not provide cover for airplane baggage handling or third-party damage and should be taken up directly with the airline. If you are unsure you can contact us on email@example.com.
I no longer have the Warranty hangtag what can I do?
The warranty certificate hangtag would be found on the handle of the suitcase or luggage when purchased. We require the warranty certificate for any claims as it provides us with the information we need to provide you with the correct replacement item. If you do not have the warranty certificate we cannot validate your claim. If you do not have this certificate we will require you to provide us with the style no and PO no which can be found inside the case on a white label. We would also require the dimensions of your luggage (directions of how to measure below)
I bought it online
Our brand can be found on various online distributors are included under our warranty guarantee. We do however advise that any defects must first be addressed by the online store distributor. They will be able to advise you on their own returns and refund policies. If this option is not available to you please contact us on firstname.lastname@example.org.
I bought it in store
We are proud to supply many internationally branded stores with our products which are also covered under our warranty guarantee. We do however advise that any defects must first be taken directly to the store of purchase. They will be able to advise you on their own returns and refund policies. If this option is not available to you please contact us on email@example.com.
Can I collect my replacement?
If you do require replacement luggage we are happy to provide shipment to you including next day delivery (depending on customer location) if ordered before 1pm. However, all deliveries including replacements require a shipment cost, we will strive to provide you with the best price for shipping. Alternatively, we are happy for a collection by carrier arranged directly by customers or in person from our main office.
Can I have a refund?
No, as a distributor we cannot provide the matching cost that your item may have been purchased for. This does not affect your statutory rights.
Can it be repaired?
Most common faults such as wheels and hard handles can be repaired. We are happy to offer this to our customers however will still require shipping costs to be covered by the customer. We are not always able to offer this as we cannot guarantee availability of spare parts. We are able to send parts if available to customers to install themselves, again this does not include shipment costs.
I don’t have proof of purchase
Unfortunately, without proof of purchase we are not able to process any warranty’s. We require proof of purchase to provide us with a start date of warranty.