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:
|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:
|Cosas United||1 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.
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
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.
- 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 )
- 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.
Once an order has been processed, Rofina Group will prepare and pack your order and will be ready to ship within 1 to 2 business day. An email regarding the tracking code and also invoice will be sent to your email for references purposes.
Please note that we use a variety of shipping carrier for each shipment. We will choose the most appropriate delivery method for the desired shipping. Customers are not allowed to choose their preferred carrier when placing an order with us.
Please be advised that carriers may require someone to sign for each shipment. Items will not be left on the door due to the safety of the product. Please do keep track of the shipping course to avoid any problems.
All items are expected to arrive within 3-5 working days in Peninsular Malaysia.
*Note: East Malaysia and International shipping are not eligible to obtain Free Shipping.
EXCHANGE & RETURN POLICY
- Goods sold are strictly not refundable.
- Exchange for the regular priced item(s) must be within seven (7) days of purchase upon availability.
- Item(s) returned for exchange must be in their original condition, unworn and in its original packaging and price tag.
- Item(s) can only be exchanged once for each purchase. Exchange or return for hygiene items is strictly prohibited.
- Clearance/ Markdown items are strictly NON-exchangeable and returnable, and no warranty is provided.
1. Item must be returned in brand new, unused, in resalable condition with all tags attached and packaging intact.
2. Include the original packing list inside the carton. (If you don’t have it, please include a piece of paper detailing your name, address, email, phone #, product returning, and the order number.)
3. Please choose a return shipping method and carrier of your preference. Ensure that you are provided with a tracking number and insurance. We cannot be responsible for your return until it is received at our HQ.
Rofina Group of Companies
Pine Valley Business Centre,
22 & 22A, Lebuh Rambai 11,
11060, Paya Terubong,
The original freight charges will not be reimbursed. The customer is responsible for return freight to Rofina / Cosas United.
If you can’t locate your order number or need assistance with the return process, please email us at [email protected] or call +604 828 6567
- Only applicable for online purchased merchandise only.
- Online merchandise must be returned to HQ address as stated above.
We only collect the information that needed for the registration procedure at our website or when fill up the registration form on the site. The information that we gathered are voluntarily submitted by the customers to us. We collect customer's personal information during the account registration on our site.
PERSONAL IDENTIFICATION DETAILS
Your personal identification details are used to process your order of the products, customize your profile information, internal usage with legal requirements, update your status of online shopping in our site and also to update our customers with our latest news of updates/changes, promotions and events.
Your personal information such as credit cards details, bank account numbers is well kept secret and confidential with us. We will never share any of your personal details to any third party. Our sites do apply appropriate security application in order to keep all the customer's information safe at all time.
Our company website do apply appropriate security application in order to prevent the leaking customers' personal identification details from third parties, illegal disclosure and hackers. However, bear in mind that any information transmitted through the Internet is NOT 100% guaranteed safe and secure.