FAQ

BAGGAGE RULES & WARRANTY

If I exceed my pre-booked checked or carried baggage weight, will I be charged?
Yes, the excess weight is subject to excess baggage fee at the applicable rate (depending on airlines).

 

What are the rules for hand carry baggage on board?

You are allowed one piece of cabin baggage up to 7kg and/or 1 laptop bag or 1 handbag on-board, each of which should not exceed the size dimensions (56cm X 36cm X 23cm). The overhead compartments in the aircraft cabin are built to hold a certain size and weight of baggage. Anything exceeding these dimensions put our guests at risk of injury from falling objects should there be turbulence mid-air. You are also allowed to bring along your musical instrument on-board instead of a laptop or handbag, provided it does not exceed the approved weight and size. If your musical instrument is larger than the stated dimensions, we suggest that you buy another seat to safeguard against potential damage in the cargo hold.

 

What should I do if my baggage is damaged in transit?
If your baggage has been damaged in transit, you need to file a claim before you leave the airport by approaching the baggage services desk. This can usually be found in the customs hall, near the baggage claim area. If you have left the airport without filing a claim, you must contact your local airport office within 7 days.

 

What is my allowance for checked baggage?

Different baggage rules may apply for different airlines. Basically, Economy Class customers can check in 20-30kg, Business Class travellers are allowed 40kg and if you are flying First Class you can travel with 50kg of checked baggage.

 

If my luggage is broken, what should I do? 
You may send your luggage to any outlets in Malaysia and our staffs will deliver it back to HQ for inspection and repair. Transportation fees of RM10/20/30 will be charged for every repair depanding on the distance from HQ. If your luggage is still under warranty period, the repair fee will be waived. In the event of your luggage purchased is beyond repair within warranty period, you are entitled to our ONE-OFF supplementary service. All users are provided the option of a new luggage with equal value for a nominal processing fees of RM80. Please take note that the subsequent new luggage will not be entitled to the supplementary service but the warranty will start anew.

 

 

SUITCASE INFO

What is the weight for 20 inch, 24 inch, and 28 inch luggage? 
The weight of luggage differs and it depends entirely on the materials and technology used to construct the suitcase. Standard weight for 20 inch, 24 inch and 28 inch luggage will be 3kg, 4kg and 4.5kg. You might ask our staffs for detailed information of our products including its dimension, weight, materials and etc.

 

POLYCARBONATE

Polycarbonate refers simply to a group of thermoplastic polymers containing carbonate groups. In short, a synthetic material that can be easily molded. Polycarbonate has the highest impact resistance and is incredibly lightweight: two very important factors when considering new luggage. A quality polycarbonate case can be pretty pricey, but for a very good reason: it's one of the strongest materials luggage is made from. Some common items made of polycarbonate include bulletproof glass, compact discs, safety goggles, and helmets. If that doesn't indicate how strong polycarbonate actually is, we don't know what else would! For those who require that their luggage be lightweight, scratch resistant, and can stand up to the rigours of travel, polycarbonate is the material you will want.

 

POLYPROPYLENE

Polypropylene, similar in its make-up to polycarbonate, is another material with incredible strength. The strands of polypropylene are then woven into a fabric-like sheet. This sheet is then heated, pressed, and stretched to form one piece, which can then be molded. Polypropylene is very resilient and offers extra protection for your belongings. Despite being lighter, it is topped in impact-resistance by polycarbonate (but continues to surpass ABS or PVC.)

 

ALUMINIUM

Aluminum suitcases have been around for a while and are classic choice. However, they are expensive and therefore increasingly being replaced by other less expensive hard materials. It is undoubtedly a strong piece of suitcase, however it does get dents & scratches very frequently. At times, travellers may also repair their own luggage by knocking the dents out by hammer.

 

ABS

ABS (acrylonitrile-butadiene-styrene) is a common thermoplastic. ABS is lighter than polycarbonate but not as durable. It is also the cheapest hard material, meaning it is popular in the cheaper hard-sided luggage ranges. ABS is frequently added to other stronger luggage materials, e.g. polycarbonate. The combined material is more durable than ABS on its own but also lighter and cheaper than polycarbonate on its own.

 

NYLON

Nylon has been used in luggage since way back into the 60s and is currently being categorized as one of the most successful materials to date. First used in toothbrushes, nylon can now be found in clothing, machinery, musical strings, pipe, rope, carpet, and luggage to name only a few. One of the great things about nylon is that it is such a strong, adaptable material. Nylon can be used as a matrix material in composite materials with reinforcing components such as carbon fiber or glass, which increase its durability exponentially. When mixed with such materials, nylon can rival the durability of most metals. 

Travellers who wants a suitcase with easy upkeep, no fuss & no frust, you definitely can't go wrong with Nylon. Not only does it have the benefit of being able to be washed- a large bonus compared to other fabrics that can tend to show dirt, dust, and wear, but need professional grade cleaning- this bag material is also incredibly lightweight.

 

POLYESTER

Polyester is the cheapest of the soft material option. Most luggages in the lowest price ranges are made with polyester fabric. The quality of polyester bags can vary but they can be excellent value for money.The best indicator of the durability of fabric material is the denier rating as it tells you the fiber thickness of the fabric. The higher the number is, the thicker the fiber. The thicker the fiber is, the heavier (and stronger) the fabric. For larger and much used luggage, you should look for something in the 500 – 2,000 denier range. Bear in mind that the higher the denier rating, the heavier the material is as well.

 

Do you have any waterproof & durable luggage? 

We do not have any waterproof luggage or backpacks. We do have water resistant luggage and backpacks. Customers’ feedbacks and past experience shows that indeed our luggage is very durable and long lasting. Plus, we do provide you warranty and services on our products. Our luggage is not only waterproof and durable, it is reasonably priced too!

 

 

WARRANTY & REPAIR

Is there any warranty on my luggage or backpacks? 
A warranty card or receipt is accompanied with every purchase of luggage or backpacks. Our warranty for house brand’s hard case luggage (Cosas United & Rofina) is valid for two years (casing) and one year (accessories). Our casing warranty covers all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Ragdoll and other soft case luggage warranty are valid for one year accessories warranty ONLY. Our soft case warranty includes almost all compartments on the luggage such as wheels, trolleys, handles and lock.

Roncato hard case luggage provides limited international warranty. Their warranty covers all casing and accessories with manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Meanwhile, Roncato soft case luggage also provides two years accessories warranty.

Deuter, Orsprey & Targus are valid for lifetime warranty. Any damages on your backpacks, you may send back to us, we will help you to claim from our Malaysia main distributor. For other backpacks such as Cosas United & Ragdoll, just send it back to us and we will service it for you.

Please be noted that we do not provide warranty for clearance and secondary items (Purchase with purchase). But we do provide lifetime repair services! In the event your warranty has expired and your luggage needs repair, you can send it back to us for inspection which we will then estimate the cost of repair. The cost of repairs will be borne by the buyer.

 

How long is the warranty for luggage? Will I be able to top up to extend the warranty?
There is no top up available at the moment. However, generally we provide 24 months warranty for hard case luggage, 12 months warranty for soft case luggage and 12 months warranty for selected accessories.

 

How come there is no warranty card for my luggage?
After payment, the bill receipt issued to you will act as a warranty card for your luggage within the given warranty year. Reason being, customers often lose their warranty cards, hence to ensure customer satisfaction, we allow receipts to serve as warranty card - looking at the date of purchase.

 

Will I be able to request for a claim if I lost my bill receipt?

Yes you may. However it is advisable to save a photo of your bill receipt that is to be shown to the staff when requesting for a claim.

 

Where can I make a claim and will I be charged?
You may walk-in to any of our Rofina or Cosas United outlets for a claim and RM10/20/30 will be charged upon transportation fees depending on the distance. However, transportation fees will be waived if the luggage is sent directly to the HQ. In the event, the luggage is damaged; please place your claim at the transit company (All airlines are insured for any damages to passengers’ luggage) at the place of arrival, before clearing customs.

 

What is the duration needed to repair my luggage?
Please allow approximately 1 month for our repair works. After repair has been done, we will perform various test to ensure everything is in good condition before we deliver back to customers. We will try our best to return all repairs within two weeks but it may take a longer time in the event of unexpected occurrence.

 

 

MEMBERSHIP CARD

How does the Membership Card works? What are the benefits of the card?
If purchased above RM500 is being made in a single receipt, you may apply for our lifetime Membership Card without any additional charges. You will be able to receive updates from us about our latest products, packing tips, weather forecast and upcoming promotions! Best of all, no renewal procedure is needed; all normal price items are entitled to an additional 15% discounts & 5% for promotional items. (Clearance items are not included)

 

How come there is no further reduction on the items compared to retail outlet?
We are setting our price at a very affordable range equivalent to the quality of the products we assured. There will be no 50% and above reductions during events because our company, Rofina and Cosas United are streaming more onto sharing with customers our products and services we offered among all outlets uniformly.