JOLLYING LUGGAGE | 5 YEAR LIMITED WARRANTY DOTS SERIES

Damage during shipping

If your baggage is damaged when you arrive at your destination, contact the airline or carrier immediately. Do not leave baggage claim upon arrival until the problem has been resolved. Airlines are responsible for damaged baggage, but claims must often be filed within 24 hours . You are more likely to receive compensation if you report the damage and file a claim on-site. If you do not report it before leaving the airport, the airline may not accept your claim.

At JOLLYING, we pride ourselves on high quality luggage and excellent customer service. We are committed to transparency and providing clear warranty information. Our warranty covers manufacturing defects and, where possible, normal wear and tear.

First year of use: peace of mind guarantee

We offer a 1-year worry-free warranty from the date of purchase. If your luggage is damaged due to improper handling by the airline, accidents, or other circumstances that affect its use, we will repair or replace it. If the damage is beyond repair, we will replace it with a new product from JOLLYING free of charge.

Years 2 to 5: Comprehensive maintenance and repairs

From the second year onwards, the warranty applies against manufacturing defects. If an issue does occur, we will provide a free repair as long as parts are available. While we strive to provide long-term repair coverage, if a particular part is no longer available due to design changes or discontinuation, we will provide a replacement of equal value.

5th year onwards

Our warranty service ends after five years, but our commitment to you continues: If we have repairable parts, we will provide them to you at your expense, including shipping and parts costs.

We are committed to the sustainability and longevity of our products, and offer maintenance and replacement parts to keep your JOLLYING luggage in optimal condition, however some accessories may become unavailable over time.

Year 1: Peace of mind guarantee

If you find any defects or damage within one year, please contact us immediately. We offer comprehensive warranty service to keep your product in the best condition. This includes accidental wear and tear, mishandling by airlines or trains, but if it cannot be repaired, we will replace it with a new one from JOLLYING free of charge.

If professional repair is required, please contact your local authorized repair center. If delivery service is available, we will cover the two-way shipping costs. If we do not have a repair center, we will send you the necessary parts and repair instructions. Repair service in a country other than the place of purchase may incur a fee, but parts will be provided free of charge. "Wear" refers to prolonged use that affects functionality, and does not include cosmetic defects that do not affect functionality.

Years 2 to 5: Comprehensive maintenance and repairs

From the second to fifth year, we offer comprehensive repair services to keep your JOLLYING product in top condition.

The service includes free replacement or repair of the product due to normal wear or manufacturing defects. In case of manufacturing problems, JOLLYING has the final interpretation and decision.

• Shell cracks: Usually not repairable, each case will be subject to technical evaluation. Cracks caused by normal use are caused by external impact and are not covered by the warranty. We will try to restore functionality, but appearance may be affected. If the crack is determined to be a design defect, we will provide a replacement. JOLLYING reserves the right of interpretation regarding shell defects.

• Cosmetic Damage: Scratches, dents, wear, stains, and discoloration are considered cosmetic damage. Dents can sometimes be repaired, but the outcome depends on each individual case. Cosmetic damage is not covered under warranty unless there are cracks or dents. We cannot guarantee restoration to original condition, but we will do our best to assist.

• Normal wear and tear: without any special guarantee, we promise to extend the lifespan of your luggage by replacing standard damaged parts such as handles, wheels, zippers, locks, etc. Subject to parts availability. If an accessory is not available due to design changes, we will provide a customized solution.

Other notes

Excessive pressure, speed, weight, improper cleaning, extreme temperatures, acidic substances, solvents, moisture, sunlight, abrasion, breaking, tearing, cutting, pulling, or melting of fabric are not considered manufacturing defects and are not covered under the warranty.

During years 2 through 5, luggage that cannot be repaired due to accidental damage, cosmetic damage, or improper handling by the airline will not be replaced. The warranty does not apply to damage or loss of body fabric, shell, lining, zippers, or removable accessories. The warranty applies only to manufacturing defects.

After 5 years of use

Thank you for using JOLLYING products. Our products are designed to last a long time. The warranty ends after 5 years, but accessories for models older than 5 years may be out of stock.

If the parts are still in stock and the product can be repaired, you will be responsible for the cost of the parts, shipping and repair costs. If the product cannot be repaired, we will recommend an appropriate course of action and guide you so that you can continue using JOLLYING.

What is not covered by the warranty?

• If your proof of purchase is lost, contaminated, unidentifiable, or you are unable to provide a screenshot of your online order number.
• Products purchased from unauthorized distributors, parallel imports, second-hand products, refurbished products, returned products, or products that do not meet quality standards.
• Products that have been assembled, modified or repaired without authorization.
• For situations not covered by our warranty policy, we will provide you with a repair quote, assist you in filing a third party claim, or direct you to a repair center.

If you require further warranty information or assistance, please contact us. You can find the latest warranty information on this page or with your authorized dealer. We reserve the right to interpret, change, modify, add, or remove warranty terms at any time.

About Shipping

*Shipping fee: Free shipping (excluding Okinawa and remote islands)
* Please note that an additional shipping fee of 3,000 yen (tax included) will be charged for deliveries to Okinawa and Hokkaido.

*Delivery is limited to within Japan. We cannot deliver to private mailboxes or to locations where forwarding settings from a specified delivery address or where there is a possibility of such settings being made.

*We usually ship within 1-2 business days from the date of your order. Depending on the shipping address and model, it may take about 3-7 business days for the item to arrive.
(Excluding summer, New Year's, holidays, and delivery delays)

Returns and Exchanges

*Returns and exchanges will be accepted on this product site within 7 days of delivery, but only if the product is unused (only if purchased from the JOLLYING direct sales site).
*If you would like to exchange a product, please contact our customer center via the email form within 7 days of receiving the product and return the product.

Please note that you will be responsible for the shipping costs from our company to you, as well as the shipping costs for returning the product to us and the bank transfer fees for the refund.

Please note that refunds will take approximately 14 business days to process, provided the product is unopened upon arrival.
*If there are signs of having been opened, the item will be returned to you by cash on delivery, so please be sure to inquire in advance whether it is eligible.
Email address: service.JP@jollying.com
Contact: 03-5779-6011 (weekdays 10:00-17:00)

Warranty Information

<Warranty provisions (3-year free warranty)>

*The warranty is valid only in Japan.

This warranty is a promise of free repairs in the event of a defect occurring during normal use. It is only valid if the product is used in accordance with the instructions on the tag and within the warranty period. The warranty is for this product only, and does not cover damage or loss of contents or other damages.

Note: In the following cases, a fee will be charged even if the product is within the warranty period.

● If the product is used negligently by the customer (including damage during shipping) or if the product is used in a way that is not covered by the warranty.

Items purchased overseas or that are not handled by our company (parallel imports, etc.)

If your proof of purchase is lost, damaged or otherwise unidentifiable, or if you are unable to provide a screenshot of your online order number.

- Second-hand goods, refurbished goods, returned goods, and non-standard goods (such as goods sold on Mercari, Yahoo! Auctions, etc.)

- Modified or repaired products

-Mold, dirt, and damage to fabric and leather

*For details, please check the product warranty terms included with the product.
If the item is deemed outside the scope of the warranty, we will provide you with an estimate of the cost of repair if parts are available (or replaceable).

 Information

If damage is found during transportation by the means of transport (airplane, bus, ship, courier service, etc.), please contact the transport company immediately (upon receipt) regarding repairs and compensation.
If you have travel insurance, please contact your insurance company immediately if any damage occurs.
In the event of damage caused by overcapacity or aging during normal use, or deterioration or friction of parts, and the product's functionality can be restored through repair, we may be able to provide a paid repair service.
Depending on the part and its age, we may not be able to provide it, or it may take some time to order the part.
In addition, the color and shape of the replacement parts may differ from those at the time of sale.
In addition, after a certain period of time has passed since the end of sales, repairs may not be possible even if a fee is charged.

inquiry

If you have any questions or concerns about JOLLYING's policies, please feel free to contact us at any time. Our customer support team will be happy to assist you in making sure you have an enjoyable shopping experience with JOLLYING.

Email address: service.JP@jollying.com

Contact: 03-5779-6011 (weekdays 10:00-17:00)

You can also contact us via the contact page below.

1. Data Encryption

1.1 SSL/TLS encryption

1.2 Data storage encryption

All your payment information stored on our servers is strictly encrypted. We use strong encryption algorithms (such as AES-256) to encrypt sensitive data, making it unreadable even if it is stolen.

2. Secure Payment Gateway

2.1 Payment Gateway

We partner with PCI DSS (Payment Card Industry Data Security Standard) certified payment gateways such as Stripe, PayPal and Adyen to provide comprehensive security measures to protect your transaction data from fraud and data breaches.

2.2 Payment Gateway Security Features

Our payment gateway offers various security features, including but not limited to Address Verification System (AVS) and Credit Card Security Code (CVV) checks, which help verify the authenticity of transactions and reduce the risk of fraud.

3. Prevention of fraud

3.1 Risk Management

3.2 Monitoring for Abnormal Transactions

Our systems continuously monitor all trading activity to detect potentially anomalous trading behavior, including large transactions, frequent payment attempts and transactions originating from high-risk regions.

4. User Education

4.1 Security Tips

4.2 Transparent Policy

We have established and publicly available clear privacy and refund policies so that users can understand how their data is collected, used and protected. Users can review these policies at any time and be fully informed about the data processing process.

5.Legal compliance

5.1 Compliance with Laws and Regulations

5.2 Periodic Audits

We conduct regular security audits and vulnerability scans to identify and fix potential security issues, helping us maintain a high level of system security against new threats.

6. Technical maintenance

6.1 Updating the system

6.2 Security Patches

Timely application of security patches is important to prevent attacks on your systems. We pay close attention to security information from software vendors to ensure that all patches are installed in a timely manner.