Warranty Policy

At Koora, we take pride in the quality and durability of our products. We offer a 10-Year Limited Warranty on all polycarbonate travel bags and One-Year Warranty on our laundry bags and leather tags, ensuring your investment is protected against manufacturing defects in materials and workmanship.

Warranty Period

Polycarbonate Travel Bags: 10-Year Limited Warranty from the date of purchase.

Laundry Bags and Leather Tags: One-Year Warranty from the date of purchase.

What Our Warranty Covers

This warranty guarantees that your Koora products are free from defects in materials and workmanship under normal use during the warranty period. Specifically, the warranty covers:

Polycarbonate Travel Bags:

1. Cracks or breaks in the polycarbonate shell under normal use.
2. Manufacturing defects in zippers, handles, wheels, or other components.
3. Faulty stitching or seams.

Laundry Bags and Leather Tags:

1. Stitching issues (e.g., seams coming undone under normal use).
2. Material defects (e.g., unexpected tears or degradation of fabric or leather under proper care).
3. Hardware failures (e.g., faulty zippers, clasps, or other functional components).a

What Our Warranty Does Not Cover

Our warranty excludes coverage for the following:

Normal Wear and Tear: Includes scratches, scuffs, dents, fading, or other cosmetic damage that does not impair the product’s functionality.

Improper Use or Handling: Damage resulting from misuse, mishandling, accidents, or improper care, such as exposure to extreme temperatures, harsh chemicals, or submersion of leather components in water.

Transportation Carrier Damage: Any damage caused by airlines or other transportation carriers during transit. Unauthorized Repairs or Alterations: Any issues arising from unauthorized repairs, modifications, or alterations to the product.

Shock Absorbers: Damage to shock absorber components, such as dislodged or exposed springs, caused by uneven falls (e.g., falling sideways on one or two wheels), impacts beyond normal use, improper handling, or exceeding the design load capacity.

Contents Inside the Luggage: Loss of or damage to items stored within the luggage.

Loss or Theft: The warranty does not cover loss, theft, or misplacement of the product.

How to Make a Warranty Claim

To make a claim, follow these steps:

Contact Us: Reach out to our customer service team at cobber@koora.com.au within the warranty period.

Provide Details: Proof of purchase (e.g., order number, receipt). A detailed description of the issue. Photos or videos clearly showing the defect.

Return Authorization: If your claim is approved, you will receive a Return Authorization (RA) number and instructions on how to send the product back to us.

Ship the Product: Send the product to the address provided by our team. Ensure the RA number is clearly marked on the package.

Warranty Service

Your satisfaction is our top priority. If your Koora product is defective, we’ll take steps to address the issue promptly. We’ll provide a replacement part and clear instructions, and we’ll communicate with you throughout the process. If the original item is no longer available, we’ll offer a comparable alternative. For limited edition or discontinued items, we may not have an exact match, but we’ll provide a replacement of equal or greater value. We make the final decision on replacements and may decline certain claims.

Shipping Costs for Warranty Claims

For approved warranty claims, Koora will cover the cost of repair or replacement and return shipping to you. However, you are responsible for the cost of shipping the product to Koora for evaluation. For international claims, additional duties or taxes may apply and are the customer’s responsibility.

Limitation of Liability

This warranty is limited to the repair or replacement of the product. Koora is not responsible for any incidental or consequential damages resulting from the use or inability to use the product.

We are committed to ensuring the longevity and quality of our products so that you can travel confidently and sustainably with Koora.

At Koora, we are committed to sustainability not only in the materials we use but also in the longevity of our products. By offering a 10-Year Limited Warranty on polycarbonate travel bags and a One-Year Warranty on laundry bags and leather tags, we encourage our customers to invest in durable, long-lasting products that reduce waste and support a more sustainable approach to travel.