Cosmetic WearUpdated 2 years ago
Our guaranteed limited lifetime warranty covers any defect on wheels, zips, handles, nylon compression strap breakages and specific cracks or breaks in the polycarbonate shell or aluminium bumpers.
Unfortunately, the extended warranty does not cover any defects caused by improper use. This includes any cosmetic damages including any bumps, scratches, scuffs or general wear and tear generated from using the case, that has no impact on how the case is used or its functionality.
One common issue that regularly arises is scratched aluminum bumpers. To address this, send "Warranty Claim - Photo provided: Bumper". See example below
Hi ,
Customer first name
Thanks for getting in touch!
We appreciate you reaching out to us with your concerns. The evidence you've sent through is classified as cosmetic and has no impact on the functionality of the case.
The polycarbonate shell is not designed to come out any hit unscathed (nothing can really), but rather to be able to shrug most mishandling damage off with cleaning. We recommend using a product called a Magic Eraser or warm, soapy water and a clean cloth.
With regards to the bumpers, the main functional purpose of them is to provide structural integrity to the case and ensure that your belongings are protected from the bumps and rough handling that your suitcase may sustain from baggage handlers. When your suitcase does get checked in, your suitcase can be thrown around which may result in cosmetic damages to the bumpers.
Our choice of anodised aluminium indeed does scratch and show wear, however, it also wholly protects the suitcase and your belongings. It's something our engineers and designers have been grappling with; finding bumper material that is stylish, light, durable enough to protect the case, but not so hard that it simply transfers force into the case itself.
I hope this clears things up. Have a go at treating the scuffs with a magic eraser and let me know how you go!
Please feel free to get in touch if you have any other questions or if there is anything else we can do for you :)
Regards,
Current agent first name
July Customer Happiness Team