MettalCase Warranty

Every MettalCase suitcase comes with a 3-year manufacturer warranty against manufacturing defects, starting from the date your suitcase is delivered.

Our warranty is designed to give you additional peace of mind if something goes wrong with your suitcase because of a fault in its manufacture, materials or assembly.

The MettalCase warranty covers manufacturing defects only.

It does not provide cover against accidental damage, misuse, normal wear and tear, cosmetic damage, or damage caused by airlines, baggage handlers, couriers or any other third party.

Our team will always assess warranty claims fairly and work with you to find an appropriate solution where a genuine manufacturing defect is identified.

On this page

What does the 3-year warranty cover?

The warranty covers faults that are reasonably determined to have resulted from a manufacturing defect in the suitcase, its materials, components or assembly.

Examples could include:

  • A component failing because it was incorrectly manufactured or assembled
  • A fixing or mechanism developing a fault as a result of a manufacturing defect
  • A structural issue determined to originate from the manufacturing process
  • Another defect in materials or workmanship that prevents the suitcase from functioning as intended

The existence of damage or a broken component does not, by itself, mean that a manufacturing defect has occurred.

We will assess the circumstances and available evidence to determine whether the issue is consistent with a manufacturing defect or has resulted from external damage, wear, misuse or another cause.

What isn't covered?

The MettalCase 3-year manufacturer warranty does not cover damage or deterioration that is not caused by a manufacturing defect.

This includes, but is not limited to:

  • Accidental damage
  • Damage caused by dropping, throwing, crushing or significant impacts
  • Damage caused by airlines or airport baggage handlers
  • Damage caused by couriers, transport companies or other third parties
  • Damage caused while the suitcase is outside MettalCase's possession or control
  • Misuse or use of the suitcase for a purpose for which it was not designed
  • Excessive force being applied to the suitcase, handles, wheels, locks or other components
  • Overpacking or overloading the suitcase
  • Damage caused by attempting to close an overfilled suitcase
  • Improper handling or storage
  • Damage caused by liquids, chemicals, extreme temperatures or other external substances or conditions
  • Damage caused by unauthorised modifications, alterations or repairs
  • Normal wear and tear resulting from travelling and regular use
  • Scratches
  • Scuffs
  • Surface marks
  • Minor dents
  • Discolouration or other cosmetic changes that do not affect the normal function of the suitcase
  • Damage resulting from circumstances outside the reasonable control of MettalCase

The warranty also does not guarantee that a suitcase will remain in the same cosmetic condition throughout its life.

Suitcases are travel products and will naturally develop signs of use over time.

Normal wear and tear

Travel can be demanding on luggage.

Scratches, scuffs, marks and small dents can naturally develop as a suitcase travels through airports, aircraft holds, baggage systems, vehicles and other environments.

These signs of use are not considered manufacturing defects and are therefore not covered by the MettalCase manufacturer warranty.

This is particularly relevant to metal luggage, where surface marks and small dents can become part of the character of the suitcase over time.

Making a warranty claim

If you believe your suitcase has developed a manufacturing defect, please contact:

info@metalcase.com

To help us assess your claim, please provide:

  • Your order number or proof of purchase
  • A brief description of the issue
  • Clear photographs showing the suitcase and affected area
  • A video where this helps demonstrate the fault
  • An explanation of when and how you first noticed the issue
  • Any other relevant information about how the damage occurred

We may request additional photographs, videos or information where reasonably necessary to understand the cause of the problem.

In some circumstances, we may also need to inspect the suitcase before confirming whether a claim falls within the manufacturer warranty.

How we assess warranty claims

Every claim is reviewed individually.

We may consider factors including:

  • The nature of the fault
  • The location and appearance of the damage
  • Whether there are signs of external impact or accidental damage
  • The age of the suitcase
  • How long it has been in use
  • Its overall condition
  • Whether the suitcase remains usable
  • Its usage history
  • Whether the issue is consistent with a manufacturing defect
  • Any evidence suggesting that the damage resulted from misuse, excessive force, third-party handling or another external cause

Submitting a warranty claim does not automatically mean that the issue is covered.

Once we have reviewed the information available, we will let you know the outcome of our assessment.

How will an approved warranty claim be resolved?

Where we determine that a problem is covered by the MettalCase manufacturer warranty, we will aim to provide a practical and proportionate solution.

Depending on the nature of the manufacturing defect, the age and condition of the suitcase and whether it remains usable, this may include:

  • Providing advice or guidance on resolving the issue
  • Supplying a replacement component or spare part
  • Repairing or arranging the repair of the affected component
  • Offering another appropriate remedy
  • Replacing the suitcase where a manufacturing defect has made it unusable and a repair or replacement component would not provide an appropriate solution

A complete replacement suitcase is therefore not automatically provided for every approved warranty claim.

Where possible, we will repair the suitcase or replace the affected component rather than replacing an otherwise usable suitcase.

IMPORTANT: Airline and third-party damage

Damage caused by an airline, airport baggage handler, courier or another third party is not a manufacturing defect and is not covered by the MettalCase manufacturer warranty.

We understand how frustrating it can be to collect your suitcase after a journey and discover that it has been damaged.

However, there is an important distinction between a problem with the manufacture of a product and damage caused to that product by someone else.

Once your suitcase has been checked in with an airline or transferred into the possession of another company, MettalCase has no control over how that suitcase is handled.

We therefore cannot accept responsibility under our manufacturer warranty for damage caused by that third party.

A simple way to think about it

Imagine taking your car to a car wash.

If the company returned the car badly dented or damaged, you wouldn't normally ask the car manufacturer to repair the damage under its manufacturer warranty.

You would raise the claim with the company that damaged your car.

Similarly, imagine taking a suit or dress to a dry cleaner.

If the dry cleaner returned it torn or badly damaged, you wouldn't normally make a manufacturer warranty claim against the retailer that originally sold the clothing.

You would raise the issue with the dry cleaner responsible for the damage.

The same principle applies to luggage.

If a suitcase is damaged while it is being handled by an airline, airport baggage handler, courier or another third party, your claim should normally be made against the company responsible for the damage.

Designed to protect what's inside

MettalCase suitcases are designed to be strong and durable, with a rigid metal exterior that helps protect your belongings during travel.

However, no suitcase is indestructible.

Airport baggage handling can subject luggage to significant forces.

Suitcases can be dropped, crushed between other items, knocked against baggage machinery or subjected to significant impacts while being loaded and unloaded.

If enough force is applied, any suitcase can be damaged.

One of the advantages of a rigid metal suitcase is its ability to absorb impacts while creating a strong protective barrier around your belongings.

As a result, the metal shell itself may sometimes become scratched, marked or dented while helping to protect the contents inside.

A dent does not necessarily indicate a manufacturing failure.

Where a severe external impact has caused a dent, deformation or other damage, this would normally be considered impact damage rather than a manufacturing defect.

Other types of luggage may respond differently to similar impacts. Some plastic or softer shells may crack, split or tear, potentially exposing the contents.

The purpose of a MettalCase suitcase is therefore not to remain cosmetically perfect regardless of how it is handled, but to provide a strong and durable enclosure designed to help protect your belongings throughout your travels.

Manufacturing defect or external damage?

Manufacturing defect

A problem originating from the manufacture, materials or assembly of the suitcase.

For example:

A component fails during normal use because the component itself was incorrectly manufactured.

This may be covered by the MettalCase 3-year manufacturer warranty.

External or accidental damage

Damage resulting from something happening to the suitcase rather than a defect originating from its manufacture.

For example:

A suitcase is dropped or crushed during baggage handling and a corner becomes significantly dented.

This would normally be considered third-party impact damage and would not be covered by the MettalCase manufacturer warranty.

Normal wear and tear

Changes to the suitcase resulting from normal travel and continued use.

For example:

Scratches, scuffs, marks or minor cosmetic dents appearing after multiple journeys.

These are not manufacturing defects and are not covered by the manufacturer warranty.

What should I do if an airline damages my suitcase?

If you discover significant damage after collecting your suitcase, we strongly recommend reporting it to the airline immediately and, wherever possible, before leaving the airport.

1. Take photographs

Take clear photographs of:

  • The entire suitcase
  • The damaged area
  • Your baggage tag
  • Any damage to your belongings, where applicable

Where possible, take these photographs while you are still inside the airport.

2. Report the damage

Go to the airline or baggage handling desk within the baggage reclaim area and report what has happened.

3. Obtain a Property Irregularity Report

Ask for a Property Irregularity Report (PIR) or equivalent baggage damage report.

Keep the report and reference number.

4. Keep your documents

Keep your:

  • Boarding pass
  • Baggage tag
  • Booking confirmation
  • PIR
  • Photographs and videos
  • Proof of purchase for the suitcase where available
  • Receipts relating to any damaged contents

5. Keep the suitcase

Do not dispose of the damaged suitcase.

The airline may ask to inspect it, request additional photographs, arrange a repair or offer a replacement.

6. Make the formal claim promptly

Reporting the damage at the airport does not necessarily constitute the airline's formal compensation claim.

You may also need to submit a written or online claim.

For damaged checked baggage, the UK Civil Aviation Authority advises passengers to report the problem at the airport and then make a written claim to the airline within seven days.

We therefore strongly recommend beginning the claims process immediately after discovering any damage.

Always check the specific terms and claims procedure of the airline you travelled with.

Not sure what caused the problem?

Sometimes it isn't immediately obvious whether an issue is a manufacturing defect, normal wear and tear or damage caused during a journey.

If you're unsure, please contact us.

Send your order details, photographs or videos and a brief explanation of what happened to:

info@metalcase.com

We'll be happy to review the information.

If the issue appears to be a manufacturing defect covered by our warranty, we'll work with you to find an appropriate resolution.

If the damage appears to have resulted from an airline, baggage handler or another third party, we'll explain why and help point you towards the appropriate claims process.

Your statutory rights

The MettalCase 3-year manufacturer warranty is provided in addition to your statutory rights as a consumer.

Nothing in this warranty is intended to exclude, restrict or replace any rights you may have under applicable consumer law.

The manufacturer warranty is an additional benefit offered by MettalCase and its specific 3-year coverage applies only to manufacturing defects as described above.

We're here to help

Our goal is to make the warranty process straightforward and fair.

If something goes wrong with your suitcase and you believe it may be a manufacturing defect, please get in touch and we'll review it with you.

For warranty enquiries:

info@metalcase.com

Please include your order number, photographs or videos of the issue and a brief explanation of what happened.