The OSO Guarantee

Built for the Journey. Guaranteed for Life.
At OSO, we design travel gear to withstand the rigors of modern travel. We are so confident in the quality and durability of our luggage that we offer a Limited Lifetime Warranty on all our hard-shell suitcases. We want you to just roll with it, knowing that we’ve got your back.

A. The OSO Luggage Warranty (Limited Lifetime)

What is Covered?

This warranty extends to the original owner of the luggage and covers manufacturing defects and functional failures that render the luggage unusable. This includes:

Cracks or breaks in the polycarbonate/aluminum shell.
Wheels, handles, or telescoping rods that break off or are no longer usable.
Broken zippers or locks due to manufacturing defects.

What is NOT Covered?

While our cases are tough, they aren't indestructible. This warranty does not cover:

Cosmetic Damage: Scratches, dents, scuffs, stains, or color changes that occur during normal handling and do not affect functionality. (Think of them as travel scars!)
Airline/Carrier Damage: Damage caused by airline baggage handlers (e.g., crushed shells, broken parts due to extreme force). Tip: If an airline damages your bag, you must file a claim with them directly at the airport.
Misuse & Abuse: Damage resulting from overloading, modification, or using the product for something other than its intended purpose.
Non-functional Components: Internal lining fabric or dividers (covered for 2 years).

B. Accessories & Bags Warranty (2-Year Limited)

Our soft goods (Backpacks, Weekenders) and accessories (Tech Organizers, Packing Cubes) are covered by a 2-Year Limited Warranty.

What is Covered?

Defective stitching, fabric tears, or hardware failure (zippers, buckles) resulting from normal use.

What is NOT Covered?

Standard wear and tear over time.
Damage caused by sharp objects, spills, or improper cleaning.

C. How to Make a Claim

We make it easy. If something breaks, here is how to get rolling again:

Contact Us: Email our support team at service@osoluggage.com with your Order Number.
Show Us: Attach photos or a short video clearly showing the defect.

The Solution:

Repair: If it’s a replaceable part (like a wheel or handle), we will ship you a DIY repair kit with instructions. It’s faster and eco-friendly!
Replace: If the shell is cracked or irreparable, we will replace the luggage with a new one of the same (or comparable) model and color.

Note: If a physical inspection is required to confirm a defect, we will provide a prepaid shipping label. If the damage is found to be non-warranty (e.g., airline damage or normal wear and tear), you may be responsible for the return shipping costs.

D. The Fine Print (Legal Disclaimers)

Original Purchaser: This warranty applies only to the original purchaser and is non-transferable. Proof of purchase is required.
Limitation of Liability: OSO is not liable for any incidental or consequential damages (e.g., damage to the contents of your bag, lost time, or lost profits).
State Law: Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.