Terms and conditions for bag warranty and maintenance
1. Scope of Warranty
The warranty is valid for the period specified in the purchase invoice or the brand warranty card.
The warranty covers manufacturing defects and damages resulting from shipping the bag during air travel, but only in the parts mentioned in the purchase invoice.
All cases are subject to technical inspection by the maintenance department to determine the type of fault and the appropriate action.
2. Air cargo damage
The warranty covers damages resulting from shipping the bag during air travel, provided that the damage is to one of the parts mentioned in the purchase invoice only.
The company has the right to request proof of travel, such as a boarding pass or baggage claim tag, when necessary.
The air cargo damage guarantee does not cover scratches, abrasions, or external cosmetic damage.
3. Cases not covered by the guarantee
The warranty does not cover the following:
4. Bag check
The bag is inspected by the maintenance department to determine:
Receiving the bag for maintenance does not constitute final approval for its inclusion in the warranty; approval is issued after the completion of the technical inspection.
5. Maintenance not covered by warranty
If the fault is found to be not covered by the warranty, the customer is informed of the maintenance cost before the repair begins.
Paid maintenance is only carried out after the customer approves the cost.
6. Maintenance period
Maintenance work typically takes 7 to 14 working days, starting after the technical inspection is completed, maintenance is approved, and spare parts are available.
The time may be longer in cases that require ordering spare parts or sending the bag to an external service center, and the customer will be notified when there is a delay.
7. Spare parts
Maintenance work is subject to the availability of spare parts suitable for the model.
The replacement part may differ slightly in color or shape from the original part due to a difference in model, year of manufacture, or discontinuation of production of the original part, provided that this does not affect its basic function.
8. The appropriate action for the situation
The appropriate action is determined based on the results of the technical inspection and the brand's warranty policy, and may include:
The customer is not entitled to determine the type of procedure before the technical inspection result appears.
9. Condition of the bag upon receipt
The apparent condition of the bag upon receipt is recorded, including scratches, cracks, abrasions or pre-existing damage.
The customer acknowledges the correct condition of the bag as described in the maintenance receipt upon signing or handing over the bag.
It is permissible to photograph the bag upon receipt to document its condition.
10. Contents of the bag
The customer must completely empty the bag before handing it over for maintenance.
Al Shamasi Company is not responsible for any money, documents, clothing or personal belongings left inside the bag.
11. Communicating with the customer
The customer is contacted through the mobile number registered in the maintenance document.
The customer is responsible for ensuring the accuracy of the contact information and informing the company when changing the mobile number.
Sending a text message, WhatsApp message, or making a call to the registered number serves as notification to the customer regarding the maintenance status or the bag's readiness for collection.
12. Receiving the bag after the maintenance is completed
The customer must collect the bag within a maximum period of 30 days from the date of being notified that it is ready for collection.
The customer is notified via text message, WhatsApp message or call to the mobile number registered on the maintenance receipt, and an additional reminder is sent to him if he does not receive it.
If the customer does not receive the bag after the expiry of the period, the company has the right to transfer it to a suitable storage location and take the necessary legal actions related to depositing it or claiming the actual storage and transportation costs, after notifying the customer of this.
The company is not responsible for damage or natural change resulting directly from the long storage period or the customer's delay in receiving the goods after being notified, without prejudice to the company's responsibility in the event of proven transgression or negligence.
The bag may not be sold, donated, or destroyed except with the explicit written consent of its owner or in accordance with a procedure issued by the competent authority.
13. Handing over the bag
The bag is delivered upon presentation of the maintenance receipt or after verification of the customer's identity and registered mobile number.
It may be delivered to another person after obtaining the client's consent or verifying their authorization.
14. Guarantee of maintenance work
The warranty for maintenance work is limited to the part that was repaired or replaced, and does not cover any new malfunction or other damage that occurs after receipt of the bag as a result of misuse, shocks, or overloading.
Repairing the bag does not initiate a new warranty period for the entire bag; the original warranty continues according to its term and conditions.
15. Agreement to the terms
Upon handing over the bag for maintenance, the customer acknowledges that he has reviewed and agreed to these terms and conditions, and that the data recorded in the maintenance receipt is correct.
For inquiries and customer service:
Phone: 0112940000
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