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    How to claim luggage warranty? Who is responsible if the wheels are broken or the handle snapped off?

    How to Understand Luggage Warranty? Who Pays for Broken Wheels or Handles? | LHs Living Museum
    Luggage Selection Tips

    How to Understand Luggage Warranty? Who Pays for Broken Wheels or Handles?

    LHs Living Museum · Luggage Selection Guide

    When buying luggage, you see "one-year warranty" on the product page, but when you take it in for repair because a wheel broke, you're told, "This is a consumable item and not covered by warranty." Many people have encountered this situation. The terms of luggage warranties can be complex, so it's best to understand them before buying to avoid problems later.

    Five Most Prone-to-Break Parts of Luggage

    Before understanding the warranty, it's helpful to know which parts of luggage are most likely to fail, so you can specifically check the warranty coverage.

    • Wheels: The most common damage; caused by mishandling during transit, wear and tear from ground contact, or hydrolysis.
    • Telescopic Handle: Frequent extension and retraction, coupled with external force during transit, often leads to stuck or broken handles.
    • Zipper: Worn zipper teeth, broken pullers; overpacking and forcing it shut can cause it to burst open.
    • TSA Lock: Forgotten code, stuck lock; sometimes due to metal fatigue.
    • Shell: Cracks or dents caused by impact or heavy pressure during transit.

    What Does a Warranty Usually Cover? What Does It Not Cover?

    ✓ Typically Covered by Warranty (Non-human Damage)
    • Material and manufacturing defects
    • Natural failure of telescopic handle
    • Mechanical malfunction of locks
    • Zipper puller detachment (not due to excessive use)
    • Welding points or structural issues of the case body
    ✗ Typically Not Covered by Warranty
    • Normal wear and tear of wheels (consumable)
    • Scratches and dents on the shell
    • Damage caused by overpacking
    • Damage caused by airline mishandling
    • Hydrolysis (long-term disuse)
    • Cracks caused by human impact
    ⚠️ Airline damage is not covered by the brand, contact the airline instead. If your luggage is crushed or damaged during transit, the airline is responsible, not the luggage brand's warranty. If you find significant damage upon arrival, immediately go to the airline's baggage service desk before leaving the baggage carousel to file a claim and keep photos of the damage to apply for compensation.

    Common Warranty Questions & Answers

    Are broken wheels covered by warranty?
    Most brands define wheels as "consumables," and normal wear and tear is not covered. However, if it's a factory quality issue (e.g., wheels don't turn from the start, wheel housing cracks), you can usually claim warranty. It's recommended to keep proof of purchase and contact the brand as soon as you discover a problem.
    How is the warranty period calculated? From the purchase date or manufacturing date?
    Most brands calculate the warranty period from the "purchase date," based on proof of purchase (invoice, order screenshot). Some brands offer "lifetime warranty," but this usually applies only to specific parts or requires self-payment for labor and material costs. It's advisable to read the warranty details carefully before purchasing.
    My luggage bought from an e-commerce platform is broken, where do I get it repaired?
    You should contact the original brand's customer service, not the platform's. The platform is only responsible for the transaction, while after-sales repair is handled by the brand. Choose brands with physical service points or authorized repair centers in Taiwan for easier repairs.
    Is a burst zipper covered by warranty?
    It depends on the cause. If it's a manufacturing defect (e.g., zipper teeth misalignment), it's usually covered. If it's due to overpacking or forcing it, it's considered human damage and not covered. It's recommended not to pack items beyond the designed capacity.
    Can it still be repaired after the warranty expires?
    Yes, but at your own expense. The main consumable parts of luggage (wheels, zipper pullers, telescopic handles) can usually be replaced individually, at a cost much lower than buying a new suitcase. Choose brands that offer original spare parts replacement services so you can continue using your luggage after the warranty.

    How to Judge Good After-Sales Service When Purchasing?

    Four Ways to Judge After-Sales Service
    • Does the brand's official website have a clear warranty statement page, rather than just stating "with warranty"?
    • Does it have local customer service contact information in Taiwan (phone, LINE, or Email)?
    • Does it offer original spare parts replacement service, especially for wheels and telescopic handles?
    • Does it have physical stores or authorized repair centers, so you can find a place for repairs even after the warranty expires?

    NaSaDen After-Sales Service Description

    All NaSaDen luggage series are directly managed in Taiwan by LHs Living Museum, providing comprehensive after-sales service support. If you encounter any parts damage after purchase, you can contact LINE customer service (@lhs24) to explain the situation and arrange for evaluation. Major parts such as wheels and TSA locks support original replacement, so there's no need to scrap the entire suitcase.

    In addition, all three NaSaDen series have passed SGS third-party quality certification, with testing items covering telescopic handle extension, wheel mobility, drop tests, etc., indicating a certain standard of factory quality, rather than relying on luck after purchase.

    NaSaDen's full range is directly managed in Taiwan, with guaranteed after-sales service and repairable parts, ensuring long-term use.

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