Home Brand Products 100 Day Trial Contact

ITO Limited Warranty Policy

ITO Guarantee

All ITO products undergo quality control procedures to ensure that they meet stringent quality standards. Each item is carefully inspected before it is packed and shipped to your address to guarantee that: 

1. The product is of good quality; 

2. The product is fit for travel; 

3. The product matches its description; and 

4. The product matches the sample or demonstration model.

ITO Limited Warranty

ITO is covered by a limited warranty that gives you specific legal rights. This limited warranty applies only to ITO luggage in its original packaging sold to you against the defects in material and workmanship set forth below (“Defects”). You must thoroughly inspect the luggage upon delivery to make sure that the item you received is in good working condition. If you received a defective item, we can repair or replace the item in accordance with our limited warranty terms stated below. 

A. Products covered by Limited Warranty 

This limited warranty covers polycarbonate luggage manufactured by ITO Cases and is only for those purchased directly from authorized ITO distribution platforms in Southeast Asia (SEA).  

B.  Duration of Limited Warranty 

This limited warranty can be claimed up to five (5) years from the date of purchase. 

C. Who this Warranty Extends To 

This limited warranty extends to the original purchaser of the ITO luggage or the original recipient of the luggage, in the instance that ITO luggage was given as a gift. A CLEAR COPY OF THE PURCHASE RECEIPT IS REQUIRED TO DETERMINE WARRANTY APPLICABILITY. 

ITO limited warranty is non-transferable. It is also not applicable if the ITO luggage was used for commercial or rental purposes. This limited warranty does not extend to ITO luggage sold by resellers who are not authorized retailers.  

ITO limited warranty also does not apply to ITO luggage sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the luggage is not “new” or of “first quality”, or has previously been purchased or used by another consumer. 

D. Defects Covered by this Limited Warranty  

This guarantee only applies if the usability of the product is considerably adversely affected by a material or manufacturing fault already present upon opening the sealed package.

THIS LIMITED WARRANTY APPLIES TO THE FOLLOWING DEFECTS: 

Manufacturing or material faults that are present upon opening of the sealed package that adversely affect the usability of the product:  

• Spinner wheels, side handles, or telescoping handles that are broken and are not usable 

• Cracks or breaks in the shell 

• Zippers and locks that cannot be opened or closed 

• Fabric tears that render inner pocket fabric non-functional 

Manufacturing or material faults that manifest within the 5-year limited warranty period: 

• Spinner wheels, side handles, or telescoping handles that break off and are not usable 

• Locks that cannot be opened or closed  

THIS LIMITED WARRANTY DOES NOT APPLY TO THE FOLLOWING DEFECTS: 

•  “Cosmetic Damage” which is defined as scratches, dents, scuffs, stains, color changes, normal wear and tear, technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use of the luggage and that do not impair the functionality of the product as luggage

• UV degradation or exposure to extreme temperatures, acids, solvents, or moisture 

• Replacement of any non-defective pieces in the luggage (for example, if you purchase an ITO luggage with dividers and only one of the dividers are defective, then we will only replace the defective item) 

• Loss of functionality due to consumers being locked out of their luggage 

• Abuse, overloading, or rough handling during transport by airlines, 3rd parties, or other travel organizations.* 

  * In cases where the damage occurred during transport, contact the airline or travel provider right when you arrive at your destination. Airlines are responsible for damage to your luggage but many have a limited claim window. Taking action while you’re still at the airport gives you the best chance of having your damage claim resolved. 

F. Limited Warranty Customer Process 

Manufacturing or material faults that are present upon opening of the sealed package: 

• Follow the Platform return process

Manufacturing or material faults that manifest within the 5-year limited warranty period: 

1. Fill out the Returns form and e-mail to care@itocases.asia

2. Returns Form: 

   • Full name (Last name, First name)

   • E-mail address

   • Contact Number

   • Type of Defect

     • Spinner wheels, side handles, or telescoping handles that break off and are not usable 

     • Locks that can no longer be opened or closed

   • Photos of luggage (Attach only JPG, PNG, or PDF files)

     • Close up of defect (Please make sure defect is visibly seen in the photo/s)

     • Clear copy of receipt/invoice

3. E-mail Instructions: 

   • Subject should be “ITO Returns – YOUR FULL NAME” 

   • Be sure to include the following in your e-mail 

   • Type of defect 

     • Close up of defect (Please make sure defect is visibly seen in the photo/s) 

     • Clear copy of receipt/invoice 

To help you identify and communicate the issue you’re experiencing with your luggage, this diagram illustrates the anatomy of your luggage and the names of all its parts.