Warranty
Eternitive provides a manufacturer's warranty on all suitcases: 24 months (2 years) for standard products and 7 years (84 months) for suitcases from the E3 Line. The warranty covers material and manufacturing defects that appear during normal use. Claims are submitted through the online form at www.eternitive.com/SUPPORT/Complaints/.
1. Standard manufacturer's warranty — 24 months
Eternitive grants a manufacturer's warranty on its products under the terms described below. The manufacturer's warranty constitutes an additional right and does not exclude or limit the statutory consumer rights arising from the provisions on non-conformity of goods with the contract (Consumer Rights Act of 30 May 2014).
All Products offered in the Shop are covered by a standard manufacturer's warranty for a period of 24 months (2 years) from the date of delivery of the Product to the Customer. The exception is E3 Line products, which are covered by the extended 7-year warranty described in the section below.
The standard warranty covers material and manufacturing defects revealed during normal use in accordance with the product's intended purpose.
2. 7-year warranty for the E3 Line
2.1 Scope and duration
Products belonging to the E3 Line, purchased from 1 May 2026, are covered by the manufacturer's warranty for a period of 7 years (84 months) counted from the date of delivery of the product to the Customer (date on the proof of purchase).
The warranty applies to material and manufacturing defects that appeared during normal use in accordance with the intended purpose of the product.
2.2 What is NOT covered by the warranty
The 7-year warranty for the E3 Line does not cover:
- suitcase wheels (operational wear),
- zippers and sliders (operational wear),
- cosmetic damage — scratches, scuffs, discolouration resulting from normal use,
- damage caused by using the suitcase contrary to its intended purpose or normal manner of use (including luggage overload, improper packing),
- damage resulting from deliberate action or gross negligence,
- damage arising from repairs or modifications carried out by unauthorised persons,
- damage caused by airlines or other carriers — see the section below.
2.3 Airline damage — disclaimer of liability
The manufacturer's warranty does not cover luggage damage caused by the fault of the airline or any other air carrier, in particular damage arising during:
- ground baggage handling (loading, unloading, transport on the airport apron),
- air transport of checked baggage.
In the event of suitcase damage by an airline, the Consumer should immediately — before leaving the baggage reclaim hall or directly after leaving the restricted area of the airport — report the damage directly to:
- the baggage service office of the relevant airline at the airport, or
- the baggage service office of the airport (handling agent).
⚠️ IMPORTANT:
The Consumer is obliged to complete a baggage damage report (PIR — Property Irregularity Report) directly with the carrier or its ground handling agent. Such a report constitutes the basis for pursuing claims against the airline, which is insured against this type of damage.
Failure to report damage to the carrier immediately after it has been identified may result in loss of the right to compensation from the airline.
Eternitive is not liable for damage caused by the fault of the air carrier and is not authorised to consider claims on this account.
3. Common conditions for all warranties
3.1 Document entitling to warranty
The document entitling to use the warranty is the warranty card attached to the product or the proof of purchase (fiscal receipt, VAT invoice or other document confirming purchase in the Shop www.eternitive.com).
3.2 How to file a warranty claim
Warranty claims should be submitted exclusively via the complaint form available on the Shop's website at: www.eternitive.com/SUPPORT/Complaints/
The form requires the following information:
- order number or other proof of purchase,
- date of purchase,
- description of the damage/defect,
- photographic documentation of the damage (photos of the defect).
The Seller will respond to the claim without delay, no later than within 14 days of receiving it.
3.3 Method of warranty fulfilment
If a warranty claim is accepted, the Seller at its own discretion will:
- remove the defect by repairing the product or replacing the defective element, or
- deliver a product free of defects (replacement of the product with a new one).
In the event of replacement of the product with a new one, the Seller reserves the right to deliver the product in another available colour if the original colour is not available at the time of fulfilment. The warranty is limited to the value of the product. The costs of transport within the warranty fulfilment are covered by the Seller.
3.4 Warranty and statutory rights
The manufacturer's warranty does not exclude, limit or suspend the Consumer's rights under the provisions of the Consumer Rights Act of 30 May 2014 (Journal of Laws 2014 item 827, as amended) concerning the Seller's liability for non-conformity of goods with the contract.
The period of the granted warranty is not extended in connection with the repair or replacement of the product under the warranty.
4. Contact for warranty matters
All warranty claims and questions regarding the warranty should be submitted exclusively via the complaint form available on the Shop's website:
🔗 Complaint form: www.eternitive.com/SUPPORT/Complaints/
Guarantor: ETERNITIVE SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ, KRS: 0000991053, NIP: 9512549024, ul. Franciszka Klimczaka 13/31, 02-797 Warszawa.
Frequently asked questions about warranties
How long is the warranty on Eternitive suitcases?
The standard manufacturer's warranty is 24 months (2 years) from the date of delivery of the product. Suitcases from the E3 Line are covered by an extended 7-year warranty.
What is the difference between the 2-year and the 7-year warranty (E3 Line)?
The 2-year warranty covers all elements of the suitcase. The 7-year warranty applies to the E3 Line.
Is the power bank built into the suitcase covered by the warranty?
Yes, the built-in power bank is covered by a 2-year manufacturer's warranty. The warranty does not cover physical damage (dents, flooding, improper charging).
What to do when the suitcase has been damaged by an airline?
Damage caused by the carrier is not covered by the Eternitive warranty. You must immediately — before leaving the baggage hall — complete a PIR (Property Irregularity Report) with the ground handling agent.
How do I file a warranty claim?
Through the form on the www.eternitive.com/SUPPORT/Complaints/ page — provide the order number, date of purchase, description of the defect and photos. We respond within 14 working days.
Does Eternitive cover the shipping costs of the claimed product?
Yes. The costs of transport within an accepted warranty claim are covered by the Seller.
Does the warranty cover scratches on the suitcase?
No. Cosmetic damage — scratches, scuffs, discolouration resulting from normal use — is not covered by the manufacturer's warranty.
Will I lose the warranty if I repair the suitcase myself?
Yes. Repairs or modifications carried out by unauthorised persons result in the loss of the manufacturer's warranty.