episou Warranty Policy 

 

Warranty Period

episou provides a 365-day quality warranty for all suitcases starting from the date of purchase.

From the second year onward, the brand offers a paid replacement service (subject to evaluation by the after-sales team).

 

Warranty Coverage (Free Replacement Within 365 Days)

If the following issues are not caused by human factors and you can provide a valid proof of purchase, Episou will offer a free replacement:

1.    Cracks or breakage of the suitcase body

(caused by material defects)

2.    Wheels not rolling properly, falling off, or having abnormal friction

(not caused by impact or external force)

3.    Zipper jamming, misalignment, or failure to close

(due to natural wear within normal use)

4.    Password lock malfunction or failure to open

(not caused by forced damage)

5.    Inner lining detaching or tearing

(due to natural aging or manufacturing defects)

 

To determine the cause of the issue, customer service may request photos or videos.

A professional after-sales assessment will be conducted to confirm whether it is a quality-related problem.

Situations Not Covered by Free Warranty

 

(Paid replacement available from the second year onward)

 

The following cases are not eligible for free replacement:

 

Damage caused during transportation or airline handling

Examples:

• Scratches caused by airline handling

• Dents, deformation, or stains caused by pressure or impact

These are typically compensated by the airline.

 

Minor external wear that does not affect functionality

Examples: scratches, scuffs, abrasions, black marks, dirt, stains, oil marks, etc.

 

Damage caused by improper or excessive use

Examples:

Standing on the suitcase

Overloading the suitcase

Forceful pulling, dragging, or throwing

Dropping the suitcase downstairs

 

Internal damage or contamination not caused by quality issues

 

Natural aging

Examples: slight discoloration, oxidation of metal components, etc.

 

Damage caused by unauthorized disassembly, modification, or repair

 

Paid Replacement Service (After the First Year)

 

From the second year onward, any type of accidental damage may be eligible for a paid replacement, provided the after-sales team determines replacement is possible.

Fees vary depending on the condition of the suitcase.

 

5. If Damage Occurs During Transportation

 

If your suitcase is damaged during airline check-in, please:

1.    Report it to the airline counter immediately upon receiving your luggage

2.    Request and keep the official “Damage Report” issued by the airline

 

Airlines typically assume responsibility for such damages.

 

How to Apply for Warranty Service

 

Please submit your warranty request via the “Contact Us” page on the Episou official website, and provide the following:

 

Proof of purchase (order screenshot or receipt)

Photos or videos showing the damaged area

Your contact information and delivery details

 

The support team will respond within 1–2 business days.