Our products are designed with durability in mind, with each piece exuding a unique, timeless aesthetic and built for enduring utility.

LOJEL warranties are integral to this commitment, providing active support beyond purchase and enabling the use of your product well into the future.

 

Register your LOJEL

Register to enjoy the full benefits of your LOJEL.

Our warranty applies whether you register your LOJEL or not but registering gives you the best peace of mind as you will no longer need to retain a physical copy of your proof of purchase, and we can ensure that we have the absolute correct information in case of repair.

 

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
Those who register become official owners of their LOJEL product. If your LOJEL product was ever lost or stolen, your Unique Serial ID + registration becomes an easy way for us to help get it back to you.


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’ve built around the world allow us to ensure a resolution is always within arm’s reach, wherever the world finds you.


EXCLUSIVE ACCESS
Those who register also enjoy early access to Exclusive Content including Care & Repair videos for your product and Seasonal Offers for LOJEL owners, plus Travel Tips and Stories curated by LOJEL.

 

HOW TO REGISTER?

Just click on the “REGISTER NOW” button below to fill out the registration form and include your Unique Serial ID and an attachment of your receipt, invoice, or digital order confirmation. Then, enjoy the benefits.

Register Now

 

 

PRODUCT COVERAGE

🧳 LUGGAGE / TEN-YEAR LIMITED WARRANTY

⚠️🚨 FOR DAMAGE THAT OCCURRED DURING TRANSPORT ✈️🚄🚢🚌:
Contact the airline or travel provider as soon as you arrive at your destination. DO NOT LEAVE THE ARRIVAL/BAGGAGE CLAIM AREA UNTIL THE MATTER IS ADDRESSED. Airlines are responsible for damage to your luggage, but many have a limited 24-hour claim window. Taking action while you’re still at the airport gives you the best chance of having your damage claim resolved.

 

At LOJEL, we take immense 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, while also offering support for wear and tear wherever possible. Here’s what you can expect:

 

1️⃣🥇 First Year of Ownership: During the first year from the date of purchase, we offer Hassle-Free Coverage. If your luggage experiences any damage, whether due to airline mishandling, accidental incidents, or other usability-impacting issues, we will repair or replace it for you, no questions asked.

 

2️⃣👉🔟 Years 2 to 10: From the second year onwards, our warranty covers manufacturing defects. If your luggage exhibits any manufacturing-related issues, we will repair it free of charge. Please note that repairability may depend on the availability of spare parts. We strive to support repairs as long as possible, but in cases where certain parts are unavailable due to design improvements or discontinued production, we will replace the defective luggage with a similar valued item.

 

🔟👉⏭️ Beyond 10 Years: While our warranty technically ends after 10 years, our commitment to our customers does not. If we have the necessary parts to address an issue with your luggage still available, we will provide them to you at a nominal cost of 10 USD.

 

We are deeply committed to sustainability and extending the lifespan of our products. Our goal is to keep your LOJEL luggage in pristine condition by offering repairs and replacement parts whenever feasible. Please understand that over time, availability of certain parts may become limited.

 

The above is a brief summary of our warranty coverage. We encourage you to review our warranty in detail. If you have any questions or need further clarification, our dedicated customer service team is ready to assist you.

 

1️⃣🥇 First Year of Ownership: Hassle-Free Coverage

Upon noticing any defects or damage within the first year of ownership, promptly get in touch with us. We promise comprehensive coverage, ensuring repair or replacement of your product to maintain its optimal state. This includes significant wear and tear*, accidental damage, and damages overlooked by airlines or train companies.

Click here to initiate a repair request →

For expert repair, contact your nearest authorized center. We cover the return shipping costs. If no local center is available, we’ll ship necessary parts and self-repair instructions. Please note, services outside your purchase country may incur regional processing/handling fees, while spare parts are provided free of charge.

*”Wear and tear” signifies the process through which extended use causes functional degradation in a product’s component. It excludes cosmetic imperfections that leave the item’s operation unchanged.

 

2️⃣👉🔟 Years 2 to 10: Comprehensive Maintenance and Repair

From the second year up to the tenth, we offer attentive maintenance and repair services for your LOJEL product. Our aim is to keep your product in peak condition.

We cover manufacturing defects that surface from regular use and existed before the sale, offering free replacements within this 10-year period. LOJEL holds the final say in defining a manufacturing defect.

Shell Cracks: Generally deemed non-repairable, each case undergoes individual assessment. Cracks emerging from regular use usually stem from substantial force and aren’t typically covered by warranty. We may restore the functionality, but aesthetics could be compromised. Regardless, please report these for product enhancement and potential remedies. If it’s determined that a crack is considered defective as it is resulting from a weak point, we’ll offer a replacement. LOJEL retains the right to determine defective shells.

Cosmetic Damage: Scratches, dents, scuffs, stains, and discoloration are classified as cosmetic damage. Dents, occasionally repairable, are case-dependent. As the shell did its job without cracking and original condition restoration isn’t guaranteed, dents aren’t warranty-covered. However, we’ll strive to assist if you report these incidents.

Wear and Tear: Not explicitly covered, but we commit to prolonging your luggage life by replacing standard broken or worn parts: handles, wheels, zippers, locks, foot studs and trolley handles, subject to availability. We maintain a comprehensive spare parts inventory for each collection. However, due to design evolution, availability may vary. If we can’t match your specific model due to design enhancements, we’ll ensure your satisfaction with a bespoke solution.

Other things to consider: Excessive force, overpacking, inappropriate cleaning products, extreme temperatures, acids, solvents, moisture, sunlight, fabric abrasion, rips, tears, cuts, and melted zippers or fabric aren’t deemed manufacturing defects and hence, aren’t covered.

From years 2 to 10, luggage beyond repair due to accidental damage, cosmetic damage, or airline mishandling won’t be replaced. Only inherent manufacturing defects warrant a replacement.

Click here to make a repair request →

 

🔟👉⏭️ Post 10 Years of Usage

We value your commitment to LOJEL, extending beyond a decade of usage. Even though your warranty has lapsed, our products are designed for longevity. Note, however, that due to continual enhancements, parts for older models may not be accessible post 10 years.

If spare parts are obtainable and your item is repairable, a one-time fee of $10, plus shipping and repair costs, will be charged. If repair isn’t viable, we’ll advise on responsible disposal and hope to inspire your continued journey with us.

Click here to make a repair request →
 
Situations where the luggage warranty doesn’t apply:
 
• If your proof of purchase is lost, defaced, or illegible, and/or you did not register the Unique Serial ID of your product on our website.
• 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.
 
In cases where the warranty doesn’t apply, we’ll provide an estimate for any repairs, assistance with 3rd party claim filing, or help locate repair centers as necessary so you can get back to traveling.
 
This limited warranty applies only to the individual who originally purchased it or that purchaser’s gift recipient and is only applicable for collections released to the global market.

 

🎒 BAGS

LOJEL bags are guaranteed to be free of manufacturing defects in materials and workmanship between 1 to 5 years from the date of purchase.

Eblo Bags (Backpack & Sling Pouch): 5 Years

All Eblo accessories, including the Interchangeable Straps and Poncho, are also guaranteed to be free of manufacturing defects in materials and workmanship for 1 year from the date of purchase.

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): 2 Years

Situations where the bag warranty doesn’t apply:

• 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
• Excessive sun exposure
• The use of inappropriate cleaning products
• Normal wear and tear:
– Exposure to extreme temperatures, acids, solvents, or moisture
– Fabric abrasion
– Rips, tears, or cuts
– Melted zippers or fabric
– Stains (grease, oil, dirt, ink, etc.)

 

🔧 ACCESSORIES

LOJEL accessories are guaranteed to be free of manufacturing defects in materials and workmanship for 1 year from the date of purchase.

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.

Situations where the accessories warranty doesn’t apply:

• 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
• Excessive sun exposure
• The use of inappropriate cleaning products
• Normal wear and tear:
– Exposure to extreme temperatures, acids, solvents, or moisture
– Fabric abrasion
– Rips, tears, or cuts
– Melted zippers or fabric
– Stains (grease, oil, dirt, ink, etc.)

 


 

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.

Last updated Dec 3, 2023