Warranty

Effective: 15 March 2026

All Eminent products are designed and tested to meet high standards of quality and durability. Should a problem occur with an Eminent product that is caused by a manufacturing defect in material or workmanship, Eminent will, at its discretion, repair, replace or refund the product in accordance with the warranty terms described herein.

This warranty applies to products purchased from authorised Eminent retailers or directly from Eminent. A valid proof of purchase (e.g. original receipt or invoice) clearly showing the product purchased and the date of purchase is required for all warranty claims. Eminent reserves the right to reject warranty claims for products purchased from unauthorised sellers.

1. Warranty Periods

The warranty period begins on the date of purchase. The following standard warranty periods apply:

Product Category Warranty Period
Eminent GOLD Luggage 7 years
Eminent Hard Luggage 5 years
Eminent Soft Luggage 3 years
Eminent Finno & Voyager Collections 2 years (extendable to 3 years – see Section 2)
Backpacks & Business Bags 3 years
Mine Products & Accessories 2 years
Probeetle & Case-Star Products 3 years

Where a product belongs to a named collection (e.g. Finno, Voyager, GOLD), the warranty period for that collection applies rather than the general product category.

2. Extended Warranty Registration (Finno & Voyager)

Eminent Finno and Voyager products are covered by a standard 2-year warranty from the date of purchase. By registering your product within 30 days of purchase, you may apply for an additional 1 year of warranty coverage (the “2+1 Program”), extending your total warranty to 3 years.

How to register: Visit https://www.warranty-portal.com/ and complete the registration form. You will need to provide:

•       Your name and contact details

•       A legible photo or scan of your original proof of purchase (receipt or invoice) clearly showing the product purchased and the date of purchase

•       A photo of the product showing the product label or serial number

Approval: Eminent will review your registration and, upon successful verification, confirm the extended warranty via email. Eminent reserves the right to reject registrations that contain incomplete, inaccurate, or fraudulent information, or where the submitted documentation does not clearly identify the product and purchase. A rejected registration does not affect your standard 2-year warranty coverage.

Note: The additional year of coverage applies only after Eminent has confirmed approval of your registration. Registration alone does not guarantee extension.

3. What Is Covered

This warranty covers defects in material and workmanship that adversely affect the functionality of the product. The warranty applies exclusively where the functional defect was already present at the time of purchase or results from a manufacturing or material fault. A defect in this context means a flaw that impairs the intended use of the product, such as a component that fails under normal use due to faulty materials or assembly.

Repairs or replacements performed under this warranty restore the product to its intended functionality. Where a product is repaired or replaced under warranty, the original warranty period continues to apply and is not extended or restarted. A replacement product does not constitute a new purchase and does not give rise to a new or separate warranty claim.

4. What Is Not Covered

This warranty does not cover damage resulting from:

•       Normal wear and tear: Gradual deterioration from regular use, including fading, minor surface scuffs, loosening of zippers over time, and natural ageing of materials.

•       Cosmetic damage: Surface scratches, dents, scuff marks, stains, discolouration, colour fading, and other non-functional changes in appearance that do not impair the product’s usability.

•       Misuse or unreasonable use: Damage from overloading, improper storage, use for purposes other than intended, or exposure to extreme temperatures, solvents, acids, or water beyond normal travel conditions.

•       Accidents: Damage from drops, impacts, or other accidental events.

•       Carrier handling: Damage caused by airlines, shipping companies, or other carriers during transit (see Section 7).

•       Unauthorised modifications: Damage resulting from modifications, alterations, or repairs performed using non-genuine or incompatible parts, or by non-authorised service providers (see Section 6 regarding self-repair).

•       Electronic components: Electric and electronic components, including USB charging ports, connections, cables, adapters, and batteries are excluded from this warranty.

This warranty also does not cover loss of the product, loss of or damage to the contents of the product, or damage to personal effects. Product locks are intended only to deter accidental opening and do not guarantee prevention of theft, forced entry, or access by security personnel or government authorities.

The warranty is limited to the value of the product at the time of purchase. Incidental and consequential damages are expressly excluded to the extent permitted by applicable law.

5. Warranty Claims and Repairs

5.1 How to Make a Claim

Every warranty claim requires a valid proof of purchase (e.g. original receipt or invoice) clearly showing the product purchased and the date of purchase. For products registered under the 2+1 Program, the registration confirmation serves as additional documentation.

Eminent reserves the sole right to assess and determine the validity of each warranty claim. Where a valid claim is established, Eminent will, at its discretion, repair, replace, or refund the product. If the original product or colour is no longer available, Eminent may substitute a product of equal value in an available colour or model.

5.2 European Customers

For warranty claims involving replaceable components (such as wheels, carry handles, side handles, telescopic handles, locks, feet, or zipper pullers), our repair partner Suitcase.Repair (www.suitcase-repair.com) can assist directly, including supplying genuine Eminent spare parts for self-repair. Contact them to initiate a claim and receive instructions.

For more severe damage, structural defects, or cases where the product may need full replacement, please contact the authorised retailer where the product was purchased. If that retail location is no longer available, please try another location of the same retailer first. If no location is available, contact Eminent customer service via https://www.eminent.com/pages/customer-service for further assistance.

5.3 Customers Outside Europe

Please contact the authorised retailer where the product was purchased, or reach out to Eminent customer service via https://www.eminent.com/pages/customer-service to initiate a warranty claim and receive further instructions.

5.4 Shipping Costs

You are responsible for shipping the product to the designated service location, including packaging and postage costs. Eminent will cover the cost of return shipping of the repaired or replaced product to you. If the reported issue is found not to be covered by warranty, you will be contacted with an estimate for any applicable repair and return shipping costs before work is carried out.

6. Self-Repair with Genuine Parts

Eminent supports the right to repair. Where a repair can be safely and effectively performed by the product owner, Eminent encourages self-repair using genuine Eminent spare parts.

Warranty-safe self-repairs: Replacing user-replaceable components — specifically wheels, carry handles, side handles, telescopic handles, locks, feet, and zipper pullers — using genuine Eminent parts will not void the warranty on the product as a whole, provided the replacement is performed correctly and does not cause additional damage to the product.

Limitations: Damage caused by improper self-repair, use of non-genuine or incompatible parts, or modifications beyond normal component replacement is not covered under warranty. If you are unsure whether a repair is suitable for self-service, please contact Eminent customer service or one of our authorised repair service partners before proceeding.

7. Carrier Damage

Eminent cannot accept liability for damage caused by improper handling by carriers (e.g. airlines, rail operators, or shipping companies). If you discover that your product has been damaged during transit:

•       Notify the carrier immediately, ideally before leaving the terminal or collection point.

•       File a damage report with the carrier, as requirements and deadlines vary.

•       Retain a copy of the damage report for your records.

Carrier damage is not covered under this warranty but may be covered by your travel insurance or the carrier’s own liability terms.

8. Retailer Extended Warranties

Some authorised retailers may offer their own extended warranty or service programmes on select Eminent products. These retailer warranties are independent of the Eminent manufacturer warranty and are subject to the following conditions:

•       During the Eminent standard warranty period, the terms of this manufacturer warranty apply. Claims may be submitted in accordance with Section 5.

•       After the Eminent warranty period has expired, any remaining coverage under a retailer extended warranty must be claimed directly with the issuing retailer. The retailer is solely responsible for handling and fulfilling such claims.

•       Retailer extended warranties do not provide global coverage. Claims must be directed to the retailer that provided the warranty, and may require separate product registration with that retailer.

•       Eminent is not responsible for the terms, conditions, or fulfilment of any retailer extended warranties.

9. Your Legal Rights

This warranty is intended to give you specific rights. You may also have other rights under applicable national, state, or regional law, including but not limited to rights regarding implied warranties, incidental and consequential damages, and repair or replacement remedies. Where such rights exist, the limitations or exclusions in this warranty do not override them.

European Union and United Kingdom: In the European Union, consumers have statutory rights to free remedies from the seller in cases of non-conformity of the goods. In the United Kingdom, consumers have similar statutory rights under the Consumer Rights Act 2015. These statutory rights are not affected by this commercial warranty.

To the extent permitted by applicable law, any implied warranties beyond those described herein are excluded. Manufacturing specifications are subject to change without notice.

10. General Provisions

This warranty policy is effective as of 15 March 2026 and supersedes all prior Eminent warranty documents. Eminent reserves the right to update these warranty terms; the terms in effect at the time of purchase apply to your product.

This warranty is governed by the laws of the Federal Republic of Germany, excluding the applicability of the United Nations Convention on Contracts for the International Sale of Goods (CISG).

 

Warranty Provider: Within the European Union and the United Kingdom, the warranty provider is Eminent Europe GmbH, Kölner Str. 5, 51429 Bergisch Gladbach, Germany. In all other markets, this warranty is provided by Eminent on the terms described herein. Please do not send products directly to this address, as this will only delay the repair. Please follow the claims process described in Section 5.

For questions or to initiate a warranty claim, contact us through https://www.eminent.com/pages/customer-service.

Frequently Asked Questions

We regularly receive questions from customers if the damage on their Eminent, Probeetle, Case-Star or Mine product is covered by our warranty. The below answers will give you orientation on what exactly is covered.

As the manufacturer we only cover damages that result from material or production errors. If you notice that your suitcase is damaged upon arrival it is recommended to immediately notify the airline of the damage. Depending on the airline the time frame to report a damage is up to 7 days after arrival.

After you have reported the damage to the airline we will work together with the airline to organize a repair or replacement. Usually all the cost is covered by the airline.

Our repair service can issue you a proof of purchase as well as a statement if the item is repairable or not which can be handed to the airline. Usually, we will charge a small administrative fee (€ 15) to issue such document. This fee will usually be reimbursed by the airline.

To obtain this document please kindly reach out to our customer service with the original purchase receipt and images of the damaged suitcase.

Our warranty only covers material and production defects. If the damage results from normal wear and tear, improper use or is the result of a transport damage (e.g. by the airline) it is not covered by our warranty.

You have however the option to purchase spare parts against a fee from our repair service.

If you have purchased your product in Europe or Taiwan (or are currently located in one of these areas) please kindly contact us though our website.

In case you have purchased your product in a different region please kindly reach out to the seller whom you have purchased your product form to organize a repair or exchange.

Please note: For any kind of warranty claim we require a valid proof of purchase / receipt indicating the product purchased and the purchase date. The product tag is not sufficient to make a warranty claim.

This question does not have a general answer. The telescopic handle is usually not meant to be used to lift up the suitcase e.g. when climbing stairs, getting on a train etc. If the suitcase is lifted repeatedly using the telescopic handle and depending on the weight this can lead to damages on the telescopic handle or the telescopic handle to be ripped off. In these cases we can unfortunately not offer a repair on warranty basis but can only offer a replacement of the telescopic handle against a fee.

In rare cases the telescopic handle also shows other defects which are not caused by the handling as mentioned above but by material or production errors. In these cases our repair service will organize a repair of the telescopic handle free of charge.

To avoid damages of the telescopic handle we recommend to use the regular top or side handle of the suitcase to lift the suitcase.

As our suitcases are only made out of premium PP, PC and the material TPO which is exclusive to Eminent it is highly unlikely that the shell of the suitcase will break.

In case a shell breakage occurs as the result of a transport damage we would kindly ask you to contact your airline first as this damage cannot be repaired.

In rare cases a broken shell can also be resulting from a material defect. If the damage occurred during the warranty period please kindly contact our repair service for further evaluation.

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