WHAT THE WARRANTY COVERS

The warranty applies to defects in materials or workmanship that cause the suitcase or one of its original components to fail during normal, intended use.

This may include:

• Structural faults in the shell or aluminium frame that are not caused by external impact.
• Manufacturing failures affecting wheels, carry handles or the telescopic handle.
• Defects affecting locks, zippers, hinges, fastenings or the integrated stopping mechanism.
• Manufacturing defects in the original interior, dividers, pockets or attachment points.
• Other failures that Openwater determines to be the result of defective materials or workmanship.

Coverage applies to Openwater suitcases purchased from openwaterstore.eu or an authorised Openwater retailer in the European Union. Original proof of purchase is required.

Accessories or separately purchased modules are covered only where a separate warranty is expressly stated on the relevant product page.

WHAT THE WARRANTY DOES NOT COVER

The warranty does not cover:

• Normal wear and tear resulting from regular use.
• Cosmetic scratches, scuffs, marks, dents, discolouration or surface wear that do not affect functionality.
• Damage caused by airlines, couriers, baggage handlers or other third parties.
• Accidental damage, impact, crushing or improper handling.
• Damage caused by overpacking, overloading or forcing handles, zippers or closures.
• Damage caused by improper cleaning, storage, liquids, chemicals, fire or extreme temperatures.
• Damage caused by modifications, unauthorised repairs or non-approved replacement parts.
• Lost or stolen luggage, personal belongings or damage to contents.
• Indirect losses, missed travel or other consequential expenses, except where mandatory law provides otherwise.

DAMAGE DURING AIR TRAVEL

Damage caused by an airline or another transport provider is not considered a manufacturing defect and is therefore not covered by the Openwater warranty.

If your suitcase is damaged in transit, report it to the airline or transport provider before leaving the airport or terminal. Ask for a Property Irregularity Report or equivalent written documentation.

Openwater may still be able to help identify a suitable replacement component or service solution.

HOW TO MAKE A WARRANTY CLAIM

1. Contact us

Email hello@openwaterstore.eu or use our contact form.

Please include:

• Your name and contact details.
• Your order number or original proof of purchase.
• The suitcase model, size and colour.
• A clear description of the issue.
• Photographs or a short video showing the affected area.
• The country where you are currently located.

2. Let us assess the issue

Our support team will review the information and may request additional photographs, video or product details.

Please do not send the suitcase or arrange a repair before receiving instructions from Openwater.

3. Receive a solution

If the claim is approved, Openwater will provide the most appropriate solution. Depending on the issue, this may be:

• A replacement component.
• Instructions for an approved repair.
• Repair through an authorised service provider.
• Replacement of the suitcase with the same or an equivalent model.

REPAIR OR REPLACEMENT

Openwater determines the appropriate remedy based on the nature of the defect, available components and what is reasonably proportionate.

An equivalent replacement may differ in colour, finish or minor product details if the original model is no longer available.

For approved warranty claims, Openwater covers the approved repair or replacement and any return transport specifically arranged or authorised by us. The standard return-label fee does not apply to approved warranty claims.

If the issue is not covered by the warranty, we may still offer a replacement component or paid service solution where parts and service are available.

WARRANTY PERIOD

The warranty begins on the date the product is delivered to the customer and continues for five years.

A repair or replacement does not restart the original five-year warranty period. The repaired or replacement product remains covered for the remainder of the original period, unless applicable mandatory law provides a longer period.

Warranty terms applicable at the time of the original purchase remain applicable to that purchase.

YOUR STATUTORY RIGHTS

This commercial warranty is voluntary.

Under applicable consumer law, you are entitled to remedies from the seller, free of charge, if the goods do not conform to the sales contract. Those statutory remedies are not affected by this commercial warranty.

The duration and exact scope of statutory consumer protection may vary depending on the country in which you purchased the product.

WARRANTY PROVIDER

The Openwater five-year commercial warranty is provided by:

Global Context AB, trading as Openwater Europe
Trondheimsgatan 12
SE-418 77 Gothenburg
Sweden

Organisation number: 559329-6048
VAT number: SE559329604801
Email: hello@openwaterstore.eu