Lugg Warranty Policy

1. Introduction

This Warranty Policy ("Policy") outlines the terms and conditions under which LUGG, a part of Keplin Group ("Company," "we," "us," or "our"), offers a limited warranty for its products ("Product(s)") purchased directly from official LUGG channels, including our website www.lugg-online.com, authorised retailers, and select online marketplaces as listed on our official website. This Policy applies only to Products purchased by individual consumers for personal, domestic use and does not replace any statutory rights under applicable consumer protection laws. By purchasing and using LUGG products, you ("Customer" or "you") acknowledge and agree to be bound by the terms of this Policy.

LUGG products undergo rigorous testing to meet high industry standards and withstand the demands of travel. We are committed to quality and ensure that each piece meets the high standards we are known for.

 

2. Warranty Coverage

2.1 General Terms

LUGG warrants that its Products will be free from defects in material and workmanship under normal use conditions for the period specified in this Policy. This warranty applies only to Products used in domestic environments and does not cover commercial or industrial use unless explicitly stated. Warranty claims are subject to evaluation by LUGG's technical team to determine if the defect is due to materials/workmanship or falls under exclusions.

2.2 Product-Specific Warranty Periods

The warranty durations below apply from the date of purchase:

Product Category Warranty Duration
Venus 1 Year
Athene 1 Year
Muse 1 Year
Nomad 1 Year
Sky Rover 5 Years
LuggFlex 5 Years
AirGlide 5 Years
Solo Explorer 5 Years

 

Note: Warranty terms are subject to change. Please review your product’s warranty details at the time of purchase or registration.

 

3. Warranty Registration and Claim Process

3.1 How to Register Your Warranty

To activate your warranty, follow these steps:

Step 1: Access the Warranty Registration Page

  • Scan the QR code on the packaging or visit the warranty page on our website.

Step 2: Complete the Warranty Registration Form

  • Provide personal details (name, email, contact information).
  • Enter product details (product ID, model, purchase date).
  • Select the channel of purchase (authorised retailer, online store, etc.).

Step 3: Upload Proof of Purchase

  • Upload a clear image of your receipt or invoice.
  • Failure to provide proof of purchase will result in the warranty not being activated.

Step 4: Submit for Approval

  • Once all details are filled in, submit the form.
  • Approval may take up to 3 working days.
  • During this period, your status will be marked as ‘Pending’.

Step 5: Warranty Activation Confirmation

  • Once approved, your warranty will be marked as ‘Active’ in your LUGG account.
  • You will receive a confirmation email with the warranty details.

Important Notes:

  • Your warranty starts from the date of purchase, even if you activate it later.
  • Warranty claims cannot be made unless the warranty is registered.
  • If you lose your receipt, your warranty will be ineligible.
  • The company reserves the right to reject registrations or update policy terms at any time.

3.2 How to Make a Warranty Claim

To submit a claim, ensure your warranty is active and registered, then follow these steps:

Step 1: Log in to Your LUGG Account

  • Go to the Warranty Section on our website.

Step 2: Start a Warranty Claim

Click on ‘Submit a Claim’ and provide the following:

Product ID

  • Detailed description of the issue
  • Photographs or videos of the defect (if applicable)

Step 3: Claim Review Process

  • Our team will review your claim within 15 days.
  • If required, we may request additional information or suggest troubleshooting steps.

3.3 Resolution Options

If your claim is approved, LUGG will provide one of the following solutions:

  • Repair, if feasible.
  • Replacement, subject to stock availability.
  • Store Credit, if repair or replacement is not possible.

If the original product is no longer available, LUGG reserves the right to replace it with a model of equal or greater value.

 

4. Exclusions and Limitations

This warranty does not cover:

  • Damage caused by mishandling, including airline baggage handlers.
  • General wear and tear from regular use.
  • Neglect, accidents, or improper use.
  • Abrasions, dents, scratches, or exposure to extreme temperatures.
  • Damage from exposure to water, beauty products, chemicals, solvents, or acids.
  • Damage to the contents inside the luggage.
  • Issues caused by forced or incorrectly set combination locks.
  • Products purchased from unauthorised resellers.
  • Luggage sold as 'used,' 'preconditioned,' 'returned,' or 'previously owned'.
  • Unauthorised modifications (e.g. drilling holes, adding attachments)
  • Damage caused by third-party repairs

5. What the Warranty Covers

  • Faults caused by defective materials or workmanship.
  • If a defect occurs within the warranty period, we will repair, replace, or provide a store credit.
  • Replacement products will carry the remaining warranty duration of the original purchase.
  • Shipping charges may apply for replacements or repairs.
  • Claims are processed in the order received; peak travel seasons may result in delays.

 

6. Limitation of Liability

LUGG shall not be liable for:

  • Indirect, incidental, or consequential damages.
  • Loss of time, inconvenience, or damage to personal property.
  • Unauthorised repairs or modifications.
  • Any claims exceeding the original purchase price.

 

7. Consumer Rights

This warranty is in addition to and does not affect your statutory rights under the UK Consumer Rights Act 2015 and EU Directive 2019/771. These rights remain in force regardless of this Policy.

 

8. Contact Information

For warranty inquiries, please contact LUGG Customer Support:

Email: Info@lugg-online.com  Website: www.lugg-online.com