Warranty & Repair Policies

 

WARRANTY & REPAIR POLICY

 

LUGGAGE WARRANTY INFORMATION

Rofina Group takes pride in the high quality and innovative design of luggage collection. The products are manufactured with special attention to materials and details, meeting high-quality standards. Before we offer any of our products for sale, it is put through stringent tests of strength, durability and reliability to meet the demands and expectation of frequent travellers.

 

Rofina provides Local Manufactured Warranty that covers only manufacturing defect by us. If production and/or material defect should be found during the period covered by the warranty, Rofina Group will repair or replace the products at its own expenses. The warranty does not cover any damage due to wear and tear, negligence, abuse or mistreatment, exposure to extreme temperatures, abrasion, damage due to the product coming into contact with acids, solvents, water, or any damage during transport caused by transit companies (airlines, train companies for example) or accidents. Nevertheless, for the above-mentioned causes, the damaged product may be sent to COSAS UNITED/ROFINA outlet, which we will estimate the cost of repair, and the user will be responsible for any costs.

 

Rofina Group warranties its products for any defect in materials and/or manufacturing.

Hard Case Luggage:

Brand

Shell

Selected Accessories

Rofina

1 year

1 year

Cosas United

2 - 5 years

1 year

Roncato

2 years

2 years

Deseno

3 years

1 year

Note: Unless otherwise stated.

Soft Case Luggage:

Brand

Selected Accessories

Rofina

1 year

Cosas United

1 year

Roncato

2 year

Note: Unless otherwise stated.

Selected Accessories includes: Trolley, Wheels, Lock, Handle and Zipper Head.

 

Consequently, the purchaser is responsible for taking the product to the nearest COSAS UNITED/ ROFINA outlet, attaching the warranty certificate, fully completed, together with the receipt of purchase.

 

If any product or any part needs to be replaced and the colour or model is no longer available, Rofina Group will replace it with an equivalent product or spare part. However, if any product or any part of the limited edition products need to be replaced, the original colour is not guaranteed.

 

Purchaser is responsible for any costs of delivering the product to our HQ, including the cost of packaging, shipping and applicable taxes.

 

The warranty exclusively covers the value of the product but not its contents.

 

Product locks are only intended to prevent accidental opening and cannot necessarily prevent theft of the product or its contents, or prevent breakage or searching by airline/airport personnel or governmental authorities.

 

IMPORTANT: IT IS ESSENTIAL TO INSPECT YOUR LUGGAGE AT THE TIME IT IS RE-DELIVERED BY A TRANSIT COMPANY. IF ANY DAMAGE IS FOUND, IT WILL BE NECESSARY TO PLACE A CLAIM WITH THE TRANSIT COMPANY (WHICH IS INSURED FOR ANY DAMAGE TO PASSENGERS’ LUGGAGE) AT THE PLACE OF ARRIVAL, IF POSSIBLE BEFORE CLEARING CUSTOMS.

 

SPECIAL PROMOTION/ PWP/ CLEARANCE ITEMS ARE NOT ENTITLED TO ANY WARRANTY COVERAGE. HOWEVER, WE DO PROVIDE LIFETIME SERVICES.

 

 

REPAIR POLICY

 

Customers may walk into any of our ROFINA / COSAS UNITED outlets for a claim and transportation fees will be charged depending on the distance. 

 

Customers are responsible for taking the product to the nearest ROFINA / COSAS UNITED outlet or HQ, attaching the warranty certificate, fully completed, together with the receipt of purchase.

 

Our repair centre will determine whether the damage is due to a manufacturing defect. If it is a manufacturing defect, we will repair your luggage at our own expense. If it is not repairable, we will order you replacement luggage. If they conclude that it is not a manufacturing defect, they will contact you with an estimate before making any repairs to your luggage.

 

Transportation Charges (Peninsular Malaysia)

  • Directly to & from HQ: Waived
  • Penang/ Butterworth: RM10.00/pc
  • Kedah/ Perak/ KL: RM20.00/pc
  • Johor / Malacca: RM30.00/pc
  • Others: To be Advised

 

 

SUPPLEMENTARY SERVICE

 

In the event luggage purchased is beyond repair within the warranty period, the customer is entitled the option of new luggage with equal value for a nominal processing fee.

 

Nominal Processing Fee:

  • Cosas United, Rofina Swiss, Deseno : RM 80.00/pc
  • Roncato : RM 120.00/pc

 

The subsequent new luggage will not be entitled to the supplementary service but the warranty will start anew.

Only Hardshell luggage entitle for this service.

Note:

  • The replacement luggage bags will not be entitled to any supplementary service. It is strictly for the first ( 1st ) time purchased an item only.
  • For RONCATO's products, there will be necessary to submit the claim to RONCATO HQ and subject to approval.
    The casing warranty only covers manufacturer defect, damage under misuse/mishandling is not covered under the warranty. RONCATO HW will check based on the details provided.
    Upon approval by Roncato HQ, there will be a Nominal Documentation Processing Fee as stated above.
    * There is a minimum duration ( 2 months ) to process RONCATO claim submission. *

IMPORTANT: SPECIAL PROMOTION/ PWP/ CLEARANCE ITEMS ARE NOT ENTITLED TO ANY WARRANTY COVERAGE. HOWEVER, WE DO PROVIDE LIFETIME SERVICES.

 

 

1 to 1 Exchange Service - COSAS UNITED only

 

Effective from 1st February 2019.

 

In the event that the luggage purchase is beyond repair or the product is to be replaced is no longer available within the warranty period.

Customer is entitled to the option of renewing an equal value of luggage product without processing fee but the subsequent new luggage will not be entitled to any casing and accessories warranty. ( excluding SET PROMOTION )

Note:

  • Warranty Certificate and Receipt of Purchase must be present to entitle the 1 to 1 Exchange Service.
  • New subsequent luggage can only be Roncato, Ragdoll, Rofina and Cosas United luggage.