Warranty & Replacements
Our guarantee is very straight-forward, and reflects our belief in the quality of our products. We sincerely believe that our products are the best in the World. We put our products through rigorous tests to ensure that the products you trust are built to the highest standards. You will probably never encounter a problem with your UDG products. In the unlikely event that you, in the first two years from the date of purchase, discover a problem caused by defects in either workmanship or materials, we will be happy to see that it is fixed (or replaced, if we decide that would be best). When you purchased a UDG product after the 31st of December 2008, we will even offer you a Limited Lifetime Warranty against manufacturer's defects.
Please be aware that we do not cover normal wear and tear, damage caused by airlines or other common carriers, any damaged contents of your UDG bag, CD wallet or trolley, misuse and abuse of the products. We also do not cover any damage when our products have been in hands of a third party, before they were delivered by you.
It is important to note that our guarantee is not an unconditional guarantee. UDG products are made from the highest quality materials and produced under the highest manufacturing standards. But, like any other travel or bag product, UDG products are not indestructible. Therefore, our guarantee does not cover product damage that may result from abuse or mishandling of the product or overloading. If an airline or other common carriers damages your luggage, you should file a damage claim with the carrier before you leave the airport. We also do not cover incidental or consequential damages, such as loss or damage to the contents/equipment of the bag, EVA hardcase, flight case, pick foam flight case, backpack, laptop stand, CD wallet, trolley or any other products. Locks are intended only to prevent accidental opening and cannot necessarily prevent theft of case of its contents. For repairs that are deemed by us as non warranty, the repair fee will be determined at the UDG repair facility. All warranty claims accompanied by an explanation with detail pictures and an original receipt of purchase, can be emailed to info[at]udggear.com. Damage due to wear and tear will be invoiced at a reasonable charge. We do not speculate at the store level or on the phone as to whether a fee will be assessed for the repair. Turn-around time on repairs is approximately 2-4 weeks from the time the bag is received at our repair facility and we have your approval to complete the repair.
Incase your UDG product is approved to be replaced, the repacement will be shipped as soon as possible and you can apply for the Track & Trace details.