Limited Lifetime Warranty

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OSUZA bags are purchased with their Lifetime Warranty. If your OSUZA bag fails as a result of defective workmanship under normal use while you remain the bag’s owner, we will repair or replace the part(s) in question. Just contact us via email, we will ask you to mail your bag to the OSUZA HQ, postage paid, together with your proof of purchase and a short note to explain the problem. We’ll make it right and send it back to you ASAP. If we believe the fault occurred as a result of ‘abnormal’ usage we will contact you and obtain your approval to repair the bag at your expense.

The above is the OSUZA Lifetime Warranty statement. The warranty applies to all distributors. Saying that all distributors need to comply with the distributor contract agreement you have signed. This is simply a how-to document on defining fault and what kind of faults fall under the warranty and what does not.

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ZIPPER FAULTS

If the zip has split, jammed, teeth have broken, zip slider has broken, zip puller has broken, teeth have come away from the tape, or if the zip is coming away from the body of the bag, this is a manufacturing fault.

In this case, the zip should be repaired under warranty, and this repair should be arranged and handled by the distributor. If the repair is going to be too costly, the distributor can choose to replace the bag with a new one. These costs should be borne by the distributor.

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SEAM SPLITTING

If a seam has split or has broken, this is a manufacturing fault. Some consideration needs to be taken with this type of fault, if the seam thread has worn and then caused the seam to split then this is normal wear and tear and is not covered under warranty. This can easily be considered by the general appearance of the bag; if the bag looks well worn and is wearing in other areas, then it is probably just general wear and tear, but if the bag looks new, then it’s a manufacturing fault.

If the seam has split due to manufacturing fault, the seam should be repaired under warranty, and this repair should be arranged and handled by the distributor. If the repair is going to be too costly, the distributor can choose to replace the bag with a new one. These costs should be borne by the distributor. If the fault is deemed general wear and tear, then the cost should be borne by the customer under the arrangement of the distributor.

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VELCRO

The general types of faults that can occur withVelcro is that the Velcro can come away from the stitching. Follow the general comments from the seam split section for guidelines. In regards to the Velcro losing its adhesion, this can be due to the Velcro being dirty or have fabric caught in the hooks. Note* You can also direct the customer to use a clean piece of Velcro to clean the fabric out of the Velcro. If this occurs, this is general wear and tear and is not covered under warranty.

If Velcro has failed due to manufacturing fault, the fault should be repaired under warranty, and this repair should be arranged and handled by the distributor. If the repair is going to be too costly, the distributor can choose to replace the bag with a new one. These costs should be borne by the distributor. If the fault is deemed general wear and tear, then the cost should be borne by the customer under the arrangement of the distributor.

 

SIDE RELEASE BUCKLES 

With all plastic hardware, if it’s a manufacturing fault, this will be obvious at the point of purchase or within the first month of use. Past this point, generally, all issues are customer miss use or general wear and tear. The types of faults to look for are, split or broken side release buckles and broken clips, you can see this type of issue by looking at the hardware.

If the plastic hardware has failed due to a manufacturing fault, the fault should be repaired under warranty, and this repair should be arranged and handled by the distributor. If the repair is going to be too costly, the distributor can choose to replace the bag with anew one. These costs should be borne by the distributor. If the fault is deemed general wear and tear, then the cost should be borne by the customer under the arrangement of the distributor.

 

INTERNAL FOAM AND PADDING

Foam is added to some parts of bags to either protect your tech from bumps and shocks or to add some comfort to the joy of using an OSUZA bag. Foam like all other materials will wear out, and this falls under wear and tear. If the foam moves within the bag early in its life (1 – 2years), then this will be a manufacturing fault. If the foam simply just wears out, this is not covered under warranty, we can fix this issue but will be covered under the customer's cost. 

If the foam has failed due to a manufacturing fault, the fault should be repaired under warranty, and this repair should be arranged and handled by the distributor. If the repair is going to be too costly, the distributor can choose to replace the bag with a new one. These costs should be borne by the distributor. If the fault is deemed general wear and tear, then the cost should be borne by the customer under the arrangement of the distributor.

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GENERAL WEAR AND TEAR

OSUZA bags are made from extremely durable materials that we support with an extremely generous warranty. Despite this, each OSUZA bag will not simply last forever but will wear over time. Over the period of 5 – 10 years of extreme use will result in a bag starting to look worn, OSUZA likes to see our customers use and enjoy our bags for a long time, and we encourage bags to be repaired or refurbished where possible when they are old.

However, there are some types of repairs that are not covered under the manufacturer's warranty. ‍

 

CAN YOU REPAIR MY OSUZA BAG?

If the damage falls under our Warranty, then yes, absolutely. We’ll even wear the repair cost.

If not, send it to OSUZA (distributor in your area)along with your details and a description of the problem, and we’ll do our best. No promises, because not all damage can feasibly be repaired. Once we’ve done an assessment, we’ll advise you if your bag is repairable, and the cost involved.

 

BAG SERVICING 

OSUZA is looking to offer bag servicing. However, we do not yet. In future, what this would mean is that for a small fee 25 – 30 USD you can bring your bag or luggage into a store or send into HQ (or distributors HQ). We will refresh the main parts of the bag (Velcro / plastic buckles / holes can be patched / re-waterproofed, wheels can be replaced, screws tightened and just made to look a little lovelier again).

The reason for this is we want to engage with our customers on a regular basis, and we hope that engaging with our people. Hopefully, we can catch the small issues before they become bigger problems in the future.Also, it brings our people back into the stores more often, and this will enable us to show them what we are doing now and what is new and fresh.

 

LOANER BAGS 

During the unfortunate times that our bags are being repaired or serviced, our customers will be without a bag. Once the bag is received, we will do our best to evaluate the condition of the bag, and if the repair time is deemed significant, then we will offer a loaner bag during the repair period. We don't like to leave our customers in a hole, and we feel this helps.