Warranty 2 Years and Replacements
OUR WARRANTY, EXPLAINED SIMPLY
TOKYOTO CARE
If your suitcase ever develops a technical issue, we'll assess it on a case-by-case basis and provide the most appropriate solution. Depending on the nature of the problem, this may be a replacement part or, where applicable, a replacement suitcase.
We aim to provide replacement parts throughout the service life of your suitcase whenever technically possible. If the issue is caused by a manufacturing defect, we'll replace your suitcase with a new one.
Depending on the model, these replacement may include wheels, telescopic handles, zipper pulls, locks and other replaceable components.
VERY IMPORTANT
A product warranty is not an "all-risk insurance policy".
Once a suitcase has been used, warranty coverage may not apply to issues caused by normal wear and tear, accidents, impacts, misuse, overloading, airline or transport handling, or other damage unrelated to a manufacturing defect
We recommend checking your suitcase when you receive it and contacting us as soon as possible if you notice any issue.
Every warranty claim is reviewed individually, taking into account the nature of the problem, the age and use of the suitcase, and the circumstances in which the damage occurred.
Every case is assessed individually. Depending on the circumstances, the part and shipping may be free, you may only pay the shipping, or you may pay for both the part and shipping.
We consider factors such as the age of the suitcase, the nature of the problem and how the damage occurred.
Our aim is simple: to find a fair and practical solution whenever possible, even when an issue falls outside the standard warranty.
IF THE PROBLEM IS A MANUFACTURING DEFECT
If, after assessment, it is established that the suitcase has a manufacturing or material defect that cannot reasonably be resolved by replacing a component, we will replace the complete suitcase.
Our priority is to provide the appropriate solution for the problem, whether that means repairing the suitcase, replacing a component, or replacing the complete product.
WHAT DOES A WARRANTY COVER?
Our warranty may cover manufacturing or material defects affecting the normal use of the suitcase, including defects involving:
Wheels
Telescopic handles
Zippers and pulls
Locks
The suitcase shell
Other functional components
Where a defect is covered, we may either repair the suitcase, replace the affected part, or replace the product with an equivalent one, depending on the circumstances.
WHAT ISN´T COVERED?
Our warranty does not normally cover damage caused by:
Airline or carrier handlingOverloading
Misuse or negligence
Normal wear and tear
Scratches, scuffs or cosmetic damage
Drops, impacts or accidents
Water, chemicals or extreme temperatures
Unauthorised repairs or modifications
Non-original parts where they have caused the damage