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Global EC Warranty
< PROTECA >
Proteca PREMIUM CARE -Comprehensive 3-year warranty-
Every Proteca suitcase comes with a 3-year product warranty to ensure many years of satisfying use. Damage, including damage caused by the airline or other damage incurred during transportation, is also eligible for free repair.
・Covers damage caused during transportation by an airline.
・Provides warranty service an unlimited number of times during the warranty period.
・Provides a sense of reassurance to make traveling with a Proteca suitcase more comfortable.
About the Proteca product warranty
To ensure many years of trouble-free use of your Proteca product, ACE Co., Ltd. provides a free repair service for a period of three years from the date of purchase.
The warranty also covers damages caused during transportation by an airline or others.
ACE provides a free repair service for an unlimited number of times during the 3-year warranty period.
1. Applicable products and warranty period
- Proteca hard resin suitcase
- 3 years from the purchase
- New products released after January 2015
※The warranty does not apply to products on sale, purchased from an outlet store, and products that were parallel-imported
※The warranty will not apply if the product is not accompanied by proof of purchase such as a store stamp or receipt (including the date of purchase), or if the product was purchased from a non-authorized retailer.
※The customer is responsible for shipping costs when shipping.
※In some cases, repair may not be possible due to the structure of the product.
※Ace Customer Center will repair the product for a fee even if it has been 3 years since the purchase.
2. Warranty applicability
If the normal use of your suitcase is not possible for any of the following reasons, ACE Co., Ltd. will provide a free repair service unlimited times during the warranty period.
・Damage to casters or caster mounting fixtures
・Cracking of suitcase body
・Depression on suitcase body, Distortion of frame
・Damage to lock or key
・Damage to handle parts
Note that the warranty does not cover surface scratches, stains, wear, or degradation resulting from ordinary use.
ACE will decide on the repair method and make the repair to restore the functionality of the product.
Notwithstanding the above, the following are not covered by the warranty, and there will be a charge for repairs even during the warranty period.
・Superficial damage (wear, scratches, discoloration, etc., of casters, fasteners, handles, and others) resulting from normal use; and interior stains, discoloration, moth-eaten damage, corrosion, etc.
・Damage resulting from incorrect use or mishandling
・Damage and wear of suitcase body handles, or casters due to age-related deterioration (including hydrolysis) as a result of long-term use
・Damage caused by war, riot, civil disturbance, earthquake, volcanic eruption or water disaster (typhoon, flood, heavy rain, tsunami, etc.)
・Damage, breakage and water stains of interior, clothes or other contents due to water disaster (typhoon, flood, heavy rain, tsunami, etc.)
・Deformation and damage by high temperatures, high humidity, solvents, acids, salt or excessive impact/load
・Damage resulting from repair/modification performed by a repairer other than the repair center authorized by ACE
・Damaged contents, stains on contents and loss of contents
・Monetary damages such as losses arising from non-usability of the product, loss of opportunity, etc.
・Theft, misplacement, loss
If repair parts become unavailable from the manufacturer after the end of the parts holding period, substitute parts will be used for the repair. However, note that the repair may not be possible in some cases due to the product's structure. In the event that the repair cannot be conducted, ACE will replace the damaged product with the same or an equivalent product.
To check whether your product is covered by the warranty before requesting repair, you can use the inquiry form accessible from the "CUSTOMER/お客様窓口" page on the ACE website and send the form together with a picture of your product.
＜The other brand products＞
Thank you for purchasing our product. ACE Co., Ltd. provides a 5-year warranty for products purchased from authorized dealers (excluding "outlet stores") and offers high-quality after-sales service.
If any defect in material or workmanship is discovered during the warranty period, ACE Co., Ltd. repairs the product (or replaces the product in case the repair of the defect is deemed difficult) free of charge. Note that the warranty does not cover damage from handling by an airline company or during transportation by other means, damage caused by incorrect use, surface damage (wear, scratches, discoloration, etc., of casters, fasteners, handles and other parts) resulting from normal use, or damage due to repair or modification performed by a party other than authorized Ace repair centers.
ACE Co., Ltd. also offers a repair service for products after their warranty period. For repairs after the warranty period, please feel free to contact us. We will notify you of the estimated repair cost, if necessary, and repair the product upon obtaining your consent.
To receive the warranty service, you must present proof of purchase from an authorized dealer. Please keep a purchase document, such as the receipt, in a safe place. If the product was purchased from an outlet or store other than an authorized dealer or if the proof of purchase is not presented, there will be a fee for the repair.