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At LOJEL, we take pride in our high-quality collections and unparalleled customer service. Our warranty is designed to address manufacturing defects, as well as support for wear and tear wherever possible.

A proof of purchase document from an authorized retailer must be presented upon requesting a warranty claim. Alternatively, you may register your product on the myLOJEL platform to conveniently store your invoice and warranty information without the need to retain any physical documents.

Types of proof of purchase accepted:

  • Printed or digital invoice
  • Online order confirmation email

Proof of purchase must clearly show:

  • Store name of authorized retailer
  • Date of purchase
  • Product name or serial number
  • Product price

LOJEL is committed to providing active support beyond purchase and enabling the use of your product well into the future. Warranties are an integral part of our ability to provide the best service possible to you and your product.

Note: Our warranties are non-transferable and only cover the original purchaser or their gift recipient. Warranties only apply to LOJEL collections that are available globally.

 

Product Coverage

Luggage / 10-year Limited Warranty with 1st Year Hassle-Free

Damage During Transport

If your luggage sustained damage while traveling, it is important that you contact the airline or travel provider as soon as you arrive at your destination.

Airlines are responsible for damage to your luggage, but some have a limited 24-hour claim window. Please do not leave the arrival/baggage claim area until the matter is addressed.

Taking action while you are still at the airport will give you the best chance to have your damage claim resolved.

 

First Year of Ownership: Hassle-Free Coverage

Any Functional Issues or Manufacturing Defects within the 1st year of ownership are covered by our Hassle-Free Warranty. We ensure repair or replacement of your product if deemed unrepairable for the first 365 days after purchase.

Initiate a repair request →

 

Covered During 1st Year Covered During 2nd – 10th Year Not Covered 2nd – 10th Year Not Covered Under Warranty
Functional Issues

 

Damage that affects the functionality of your luggage, including:

 

  • Wheel
  • Handle
  • Zipper
  • Trolley
  • TSA Lock
  • Latches
  • Interior Strap
  • Side Bumper

 

Manufacturing Defects

 

  • Handle Hydrolysis
  • Wheel Hydrolysis
  • Wheel Detachment
  • Missing Expansion Zipper Puller
 Manufacturing Defects

 

  • Handle Hydrolysis
  • Wheel Hydrolysis
  • Wheel Detachment
  • Missing Expansion Zipper Puller
 Functional Issues

 

Damage that affects the functionality of your luggage, including:

 

  • Wheel
  • Handle
  • Zipper
  • Trolley
  • TSA Lock
  • Latches
  • Interior Strap
  • Side Bumper
 Accidental Damages caused by:

 

  • Excessive force
  • Overpacking
  • Misuse of cleaning products (acids, solvents)
  • Extreme temperatures
  • Moisture and sunlight
  • Fabric abrasion, rips, tears, cuts
  • Melted zippers and fabrics

 

Cosmetic Damages

 

  • Minor dents (with no cracks)
  • Scratches
  • Discoloration
  • Scuffs
  • Stains

 

Incidental or Consequential Damage

Incidental or consequential damage, such as damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses, is not covered under the warranty.

 

Warranty Exclusions

Shell Dents: Dents that emerge from regular use stem from substantial force and are not covered under the warranty. While LOJEL’s repair may be able to restore the luggage’s functionality, aesthetics could be compromised.

Shell Cracks: Each case involving shell cracks will undergo individual assessment by our team. Cracks emerging from regular use usually stem from substantial force and are not covered under the warranty. Upon investigation, if the shell crack is determined as a result of a structural weak point, we will offer a replacement of similar value. LOJEL retains the right to determine defective shells.

Wear and Tear: Warranty does not cover damage resulting from normal wear and tear. We commit to prolonging your luggage’s life by replacing standard broken or worn parts (subject to availability; fees may apply):

  • Handles (Side or Top)
  • Wheels
  • Zippers
  • Locks

Limited Edition and Items Personalized by LOJEL: Limited edition items, such as artist collaborations and color drop items, as well as items personalized by LOJEL, are covered under our Limited Warranty. However, we are unable to provide product replacements and repair parts with customized elements. All replacements under the warranty will be made with non-customized products and parts.

Items Personalized by Third Parties: Items customized by third parties, especially if disassembling the product or using potentially damaging personalization methods, are not covered under our Limited Warranty.

Click here to make a repair request →

 

Years 2 to 10: Comprehensive Maintenance and Repair

From the beginning of the 2nd year to the end of the 10th year of ownership, we cover manufacturing defects that surface from regular use or that existed before the sale within these 10 years.

Our products are designed for repair. When practical, we will ship the necessary parts and self-service repair instructions. However, if the repair cannot be completed using the provided parts and instructions, we will refer you to the nearest authorized repair shop for necessary service, as some repairs may only be possible at an authorized facility.

Due to design evolution, parts availability may vary. If we cannot match your specific collection due to design enhancements, we will provide you with an alternative solution.

Please note, any repairs that are not due to a manufacturing defect may be subject to regional processing or handling fees. Replacement parts are provided free of charge.

The results of LOJEL’s investigation on a case-by-case basis will hold the determining say in defining a manufacturing defect.

 

Luggage / 10-year Limited Warranty with 1st Year Hassle-Free is not applicable if:

  • Your proof of purchase is lost, defaced, or illegible
  • The purchase was made through an unauthorized reseller; if the product was imported without permission (i.e., parallel imports); if the product was sold as used, reconditioned, returned, or refurbished.
  • Any unauthorized modifications or repairs have been made.

 

Replacement Parts

Repairs conducted through our stores or any authorized service centers are guaranteed. All replacement parts are covered by a One-Year Warranty while the warranty period of your luggage remains unchanged. The warranty period does not restart upon part replacement or repair of your luggage.

Kindly note that you will be responsible for the costs associated with sending the product to an Authorized Repair Center. This includes, but is not limited to, packaging and shipping costs.

If the damage is due to airline mishandling, please contact the airline directly to make a claim.

 

Post 10 Years of Usage

We are grateful for your long-standing loyalty to LOJEL. However, please note that as we continually enhance our designs, replacement parts for models older than 10 years may no longer be available.

Even if your warranty has expired, we are happy to provide you with an estimate for any needed repairs, help you file a claim with a third-party provider, or direct you to authorized repair centers so you can get back to your journey as soon as possible. We are committed to supporting you throughout the lifetime of your LOJEL product.

Click here to make a repair request →

 

Bags

Niru Bags (Daypack, Daypack Mini, 3-Way Tote, 3-Way Tote Mini, Journey Pack, City Sling, City Shoulder, City Tote, 24H Overnighter & 48H Weekender): 2 Years

Semo Bags (Backpack, Tote Backpack, Tote): 2 Years

Eblo Bags (Backpack & Sling Pouch): 5 Years

Urbo Bags (any version/model): 2 Years

Slash Bags (Travel/Daypack & the Hip/Shoulder Bag): 1 Year

LOJEL’s limited warranty does not apply if:

  • The receipt, invoice, or digital order confirmation is lost, defaced, or illegible
  • Unauthorized modifications or repairs have been made
  • The product has been used in conditions outside of its intended purpose

The warranty does not cover damage from:

  • Improper care or misuse of the product
  • Excessive exposure to sunlight
  • Use of inappropriate cleaning products
  • Normal wear and tear, including:
    • Exposure to extreme temperatures, acids, solvents, or moisture
    • Fabric abrasion
    • Rips, tears, or cuts
    • Melted zippers or fabric
    • Stains from grease, oil, dirt, ink, etc.

 

Accessories

Iloj Collection: 1 Year

Semo (Laptop Sleeve 16″, Laptop Sleeve 14″, Tech Organizer): 1 Year

Ordo (Everyday Packing Kit, Travel Packing Kit, Compression Packing Kit, Essentials Pouch, Toiletry Pouch): 1 Year

All Eblo Accessories (Interchangeable Straps and Poncho): 1 Year

Slash Collection: 1 Year

Luggage Covers: 1 Year

Travel Accessories: 1 Year

Travel Organizer: 1 Year

LOJEL’s limited warranty does not apply if:

  • The receipt, invoice, or digital order confirmation is lost, defaced, or illegible
  • Unauthorized modifications or repairs have been made
  • The product has been used in conditions outside of its intended purpose

The limited warranty does not cover damage from:

  • Improper care or misuse of the product
  • Excessive exposure to sunlight
  • Use of inappropriate cleaning products
  • Normal wear and tear, including:
    • Exposure to extreme temperatures, acids, solvents, or moisture
    • Fabric abrasion
    • Rips, tears, or cuts
    • Melted zippers or fabric
    • Stains from grease, oil, dirt, ink, etc.

 

Product Exceptions

  • All Personalization Patches (3-Patch Set, Letter Patches, Patch Set by Julie Solvstrom, Journey Patches) are not covered under the 1-year accessories warranty.
  • The Simplest Act – With Refugees Bracelet is not covered under the 1-year accessories warranty due to the handmade nature of the bracelets.
  • Copper Mask (2 Pack) is not covered under the 1-year accessories warranty due to sanitary reasons.
  • Global Travel Adapter comes with an 18-month manufacturer’s warranty via Zendure.

 

 

If you need more information and assistance regarding warranties, don’t hesitate to contact us.

Please refer to this page for the most up-to-date and detailed information. We reserve the right to interpret the warranty terms at our discretion, and that terms may be subject to change without notice.

This warranty provides you with specific rights recognized globally by LOJEL. You may have additional rights depending on your country and location. As some regions do not permit the exclusion or limitation of incidental or consequential damages, certain limitations listed above may not apply. Please review your local laws and regulations for specific consumer rights and regulations of your region.

Ensure your warranty information is backed up and receive faster support when you need it by registering your product on MyLOJEL.

 

Register your LOJEL

Why Register?


ONLINE WARRANTY
We know any time is a long time to hold onto a receipt, especially when you’re busy living life, so we keep an electronic record of your purchase on file for your peace of mind.

 


CONFIRMED OWNERSHIP
By registering, you will be identified in our records as the owner of a LOJEL product. However, even if you choose not to register, ownership can still be verified through a valid receipt or other proof of purchase.

 


FASTER SUPPORT
Our registration system is integrated with our help desk. Those who register can skip filling in the small details when filing a warranty claim.

 


GLOBAL NETWORK
The relationships we have built around the world allow us to ensure a resolution is always within arm’s reach, wherever the world finds you. Please note that due to international situations, we may be unable to ship to your desired region.

 

How to Register

Click the REGISTER NOW button below and enter your Unique Serial ID or simply scan the QR code at the back of your product. You will need to upload a photo of your receipt, invoice or digital order confirmation.

Register Now

Last updated December 2025