PEBBLE series: 3-year warranty

Damage during shipping

1. Immediate Action: Once you arrive at your destination, contact your airline or shipping company immediately to report the damage to your baggage . To ensure the issue is resolved in a timely manner, do not leave arrivals/baggage claim until the issue has been resolved.

2. Deadline: Airlines usually require you to report damage to a designated office within 24 hours to process your claim. To increase your chances of having your claim resolved, always declare the damage at the airport. If you leave the airport before filing, some airlines may not accept your claim.

At JOLLYING, we pride ourselves on high quality luggage and unparalleled customer service. We believe in transparency and strive to give our customers a clear understanding of our warranty coverage. Our warranty covers manufacturing defects and, whenever possible, provides support services for everyday wear and tear.

One year peace of mind guarantee after starting use of the product

• If you find any defects or damage within one year of using the product, please contact us immediately. We will provide you with a free warranty service to ensure that you can use the product in the best condition by repairing or replacing the product.
• This includes damage to the product that is beyond repair due to severe wear and tear, accidental damage, or improper handling by airlines or railway companies . In case of any condition beyond repair, you are entitled to one free replacement service from JOLLYING.
• For professional repairs, please contact your local authorized repair center. If your region offers delivery service, we will cover the return shipping costs. If there is no repair center in your region, we will send you the parts and instructions you need to repair it yourself. Please note that for repairs outside the country where you purchased the product, there may be a handling fee depending on your region, but parts will be provided free of charge.
• Wear and tear refers to the process by which the components of a product become worn out over time and no longer function as they did before, and does not include cosmetic defects or appearance scratches that do not affect the functionality of the product.

Years 2 to 3: Full maintenance and repairs

• From the second to third year , we provide detailed maintenance services for your JOLLYING product, with the goal of keeping your product in the best possible condition.
• This service includes 3 years free product replacement and repair due to general normal wear and tear or manufacturing defects before sale. JOLLYING reserves the right to make the final decision regarding manufacturing defects.
• Cracks in the shell : generally considered irreparable, each suitcase will be technically evaluated. Cracks caused by normal use, usually caused by a strong external impact, are not covered under the warranty, but we will try to restore the functionality of the product as far as possible, even if it may affect the aesthetics of the appearance. In any case, please inform us so that we can consider possible improvements and solutions for the product. JOLLYING reserves the right to make a decision on the interpretation of the defects of the case.
• Exterior box damage : Scratches, dents, scuffs, dirt, and discoloration are considered exterior damage. Dents may or may not be repairable depending on the condition of the individual case. Cosmetic damage due to dents is not covered under warranty if the case has been used without damage and we cannot guarantee that we can repair it to its original condition, but we will do our best to help.
• Normal wear and tear : Although not specifically covered under warranty, we will replace standard broken parts (handles, wheels, zipper heads, locks, carry handles, etc.) to extend the life of your luggage (subject to availability). We keep all parts of each series in stock, but as product design evolves, availability may be adjusted. If your model is no longer available due to design changes, we will help you find a customized solution to fit your needs.

Other things to note : Excessive pressure or speed, excessive weight bearing, improper cleaning products, extreme temperatures, acids, solvents, humidity, sunlight, abrasion, tears or cuts in the fabric, stretching or melting of the fabric are not considered manufacturing defects and are therefore not covered under the warranty.
From the second to third year, we will not exchange baggage that cannot be repaired due to accidental breakage, cosmetic damage, or improper handling by the airline . Damage and loss of the following parts ( main body fabric, case shell, lining, zippers, removable accessories ) are not covered under the warranty. Only damage due to manufacturing defects can be exchanged within the warranty period.

After 3 years of use

Thank you very much for using JOLLYING products for over three years .

JOLLYING products are designed for long-term durability, and even if the product is out of warranty, parts for older models that are more than 3 years old may be discontinued due to continuous product improvement.
If we have the parts in stock and are able to repair the product, we will charge you a one-time fee for the parts, shipping, and repair costs. If we are unable to repair the product, we will dispose of it responsibly.

Suitcase warranty exclusions:

1. Your proof of purchase is lost, defaced or illegible and you are unable to provide a screenshot of your online order number.
2. The product was purchased from an unauthorized dealer, imported without authorization (such as a parallel import), or was labeled as second-hand, refurbished, returned or substandard at the time of purchase.
3. The product has been improperly assembled, modified or repaired.

If your situation doesn't fall under our warranty, we'll provide you with a quote for any applicable repairs, assist with third party claims and, where appropriate, provide you with the locations of our repair centres to help you get back on your feet.

This warranty applies only to the original purchaser or gift recipient of the product and only applies to luggage sold for worldwide distribution.

If you require further information or assistance regarding our warranty, please do not hesitate to contact us. Always refer to this page or contact your local authorized distributor or retailer for the most up-to-date warranty information. We reserve the right to interpret, change, modify, add, or remove any portion of our warranty at any time.