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At LOJEL, we take pride in our high-quality luggage and unparalleled customer service. We believe in the virtue of transparency and aim to provide a clear understanding of our warranty coverage. Our warranty is designed to address manufacturing defects, as well as support for wear and tear wherever possible.

Our products are designed with durability in mind. Each piece exudes a unique, timeless aesthetic and is built for enduring quality.

A proof of purchase document from an authorized retailer must be presented upon requesting a warranty claim. Alternatively, you may register your product on the myLOJEL platform to conveniently store your invoice and warranty information without the need to retain any physical documents.

Type of proof of purchase accepted:

  • Printed or digital invoice
  • Online order confirmation email

Proof of purchase must clearly show:

  • Store name of authorized retailer
  • Date of purchase
  • Product name or serial number

LOJEL is committed to providing active support beyond purchase and enabling the use of your product well into the future. Warranties are an integral part of our ability to provide the best service possible to you and your product.

Note: Our warranties are non-transferable and only cover the original purchaser or their gift recipient. Warranties only apply to LOJEL collections that are available globally.

 

Product Coverage

Luggage / Ten-year Limited Warranty

Damage During Transport

If your luggage sustained damages while traveling by air or train, it is important that you contact the airline or travel provider as soon as you arrive at your destination.

Airlines are responsible for damages to your luggage, but some have a limited 24-hour claim window. Please do not leave the arrival/baggage claim area until the matter is addressed.

Taking action while you are still at the airport will give you the best chance to have your damage claim resolved.

 

First Year of Ownership: Hassle-Free Coverage

Upon noticing any defects or damages within the 1st year of ownership, we ensure repair or replacement of your product if deemed unrepairable.

Click here to initiate a repair request →

 

Years 2 to 10: Comprehensive Maintenance and Repair

From the 2nd year to the 10th year of ownership, we cover manufacturing defects that surface from regular use or that existed before the sale within this 10-year period.

Our products are designed for repair. When practical, we will ship the necessary parts and self-service repair instructions. However, if the repair cannot be completed using the provided parts and instructions, we will refer you to the nearest authorized repair shop for necessary service, as some repairs may only be possible at an authorized facility.

Due to design evolution, parts availability may vary. If we cannot match your specific collection due to design enhancements, we will provide you with an alternative solution.

Please note, any repairs that are not due to a manufacturing defect may be subject to regional processing or handling fees. Replacement parts, however, are provided free of charge.

The results of LOJEL’s investigation on a case-by-case basis will hold the determining say in defining a manufacturing defect

If you have paid any customs or duty fees, please contact our customer service team with proof of payment, and we will be happy to process a refund for those charges. You can reach our team here to submit your request.

LOJEL’s Limited Warranty is not applicable:

  • If your proof of purchase is lost, defaced, illegible
  • If the purchase was made through an unauthorized reseller; if the product was imported without permission (i.e. parallel imports); if the product was sold as used, reconditioned, returned, or refurbished.
  • If any unauthorized modifications or repairs have been made.
  • Incidental or consequential damages, such as damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses.
  • Shell Cracks: Each case will undergo individual assessment. Cracks emerging from regular use usually stem from substantial force and are not typically covered by warranty. We may restore the functionality, but aesthetics could be compromised. After investigation if the shell crack is determined as a result of a weak point, we will offer a replacement of similar value. LOJEL retains the right to determine defective shells.
  • Cosmetic Damage: Scratches, dents, scuffs, stains, and discoloration are classified as cosmetic damage. Dents are not warranty covered as the purpose of the shell was effective without cracking and original condition restoration is not guaranteed.
  • Accidental Damage: Excessive force, overpacking, misuse of cleaning products, extreme temperatures, acids, solvents, moisture, sunlight, fabric abrasion, rips, tears, cuts, and melted zippers and fabrics are not deemed as manufacturing defects and are not covered under warranty.
  • Wear and Tear: We commit to prolonging your luggage life by replacing standard broken or worn parts (subject to availability):
    • Handles (Side or Top)
    • Wheels
    • Zippers
    • Locks

Click here to make a repair request →

If the damage is due to airline mishandling, please contact the airline directly to make a claim.

 

Post 10 Years of Usage

We are grateful for your long-standing loyalty to LOJEL. However, please note that as we continually enhance our designs, replacement parts for models older than 10 years may no longer be available.

Even if your warranty has expired, we are happy to provide you with an estimate for any needed repairs, help you file a claim with a third-party provider, or direct you to authorized repair centers so you can get back to your journey as soon as possible. We are committed to supporting you throughout the lifetime of your LOJEL product.

Click here to make a repair request →

 

Bags

Eblo Bags (Backpack & Sling Pouch): 5 Years

Urbo Bags (any version/model): 2 Years

Slash Bags (Travel/Daypack & the Hip/Shoulder Bag): 1 Year

Niru Bags (Daypack, Daypack Mini, 3-Way Tote, City Sling, 24H Overnighter & 48H Weekender): 2 Years

Semo Bags (Backpack, Tote Backpack, Tote): 2 Years

LOJEL’s limited warranty does not apply if:

  • If the receipt, invoice, or digital order confirmation is lost, defaced, or illegible
  • If unauthorized modifications and repairs have been made
  • If the product has been used in conditions outside of its intended purpose

The warranty does not cover damage from:

  • Improper care or misuse of the product
  • Excessive exposure to sunlight
  • Use of inappropriate cleaning products
  • Normal wear and tear, including:
    • Exposure to extreme temperatures, acids, solvents, or moisture
    • Fabric abrasion
    • Rips, tears, or cuts
    • Melted zippers or fabric
    • Stains from grease, oil, dirt, ink, etc.

 

Accessories

All Eblo Accessories (Interchangeable Straps and Poncho): 1 Year

Iloj: 1 Year

Slash: 1 Year

Semo (Laptop Sleeve 16″, Laptop Sleeve 14″, Tech Organizer): 1 Year

Luggage Cover: 1 Year

Travel Accessories: 1 Year

Travel Organizer: 1 Year

The limited warranty does not cover damage from:

  • Improper care or misuse of the product
  • Excessive exposure to sunlight
  • Use of inappropriate cleaning products
  • Normal wear and tear, including:
    • Exposure to extreme temperatures, acids, solvents, or moisture
    • Fabric abrasion
    • Rips, tears, or cuts
    • Melted zippers or fabric
    • Stains from grease, oil, dirt, ink, etc.

Product Exceptions

  • Copper Mask (2 Pack) is not covered under the 1-year accessories warranty due to sanitary reasons.
  • Global Travel Adapter comes with an 18-month manufacturer’s warranty via Zendure.
  • Letter Patches

 

 

If you need more information and assistance regarding warranties, don’t hesitate to contact us.

Please refer to this page for the most up-to-date and detailed information. We reserve the right to interpret the warranty terms at our discretion and that terms may be subject to change without notice.

Ensure your warranty information is backed up and receive faster support when you need it by registering your product on MyLOJEL.

 

Register your LOJEL

Why Register?


ONLINE WARRANTY
We know any time is a long time to hold onto a receipt, especially when you’re busy living life, so we keep an electronic record of your purchase on file for your peace of mind.


CONFIRMED OWNERSHIP
When you register, you become the official owner of your LOJEL product.


FASTER SUPPORT
Our registration system is integrated with our help desk. Those who register can skip filling in the small details when filing a warranty claim.


GLOBAL NETWORK
The relationships we have built around the world allow us to ensure a resolution is always within arm’s reach, wherever the world finds you. Please note that due to international situations, we may be unable to ship to your desired region.

 

How to Register?

Click the REGISTER NOW button below and enter your Unique Serial ID or simply scan the QR code at the back of your product. You will need to upload a photo of your receipt, invoice or digital order confirmation.

Register Now

Last updated Sept 2, 2024