7-Day Money Back Gurantee & 5-Year Warranty

7-Day Money Back Gurantee

In case you find the product unsuitable, you have the option to return the unused item, along with its original packaging to us within a period of 7 days. Once we have inspected the returned product, we will proceed with refunding the payment to you. Please note that we retain the ultimate discretion in determining the outcome of this guarantee.

Product Returns

We perform a strict line of tests and quality checks before sending every luggage out to our customers. Once you receive the product, please be sure to do a complete check on the product to ensure it is defect-free. If there are any defects, please contact our Customer Service team at info@oumos.com.hk to exchange your product within the 7 days exchange and refund period. For any requests raised after the 7 day exchange and refund period, we will proceed to repair the luggage following the standard warranty procedure. We will only offer exchanges for manufacturing defects. We cannot accept any refunds or exchange for any defects or damages occurred due to improper use of the luggage. For any exchanges, please send back the original luggage, accessories, gift with purchase, and the warranty certificate.

Please complete the following information when raising a exchange or refund request:

1. Purchase platform and order number
2. Description of defects along with a photo
3. Name
4. Telephone number
5. Email address
6. Delivery address
7. Pickup and delivery schedule

5-Year Warranty

OUMOS warrants the luggage in its original packaging sold to you against the defects in material and workmanship within 5 years when the luggage is used normally for its intended purposes (e.g. damage caused by the airline/airport during transit).

General repair and maintenance period is approximately 10-15 working days (excluding holidays). For any maintenance and repair inquiries, please send us a photo of the damage or defect to our email at info@oumos.com.hk. In the event that the parts are out of stock, the repair and maintenance time may be longer than usual. In the unlikely event such as parts are discontinued, we will replace them with other functional parts (which has the same function with a slightly different aesthetics). All removable parts can be repaired, such as wheels, rod, lock, handle and so on, and the parts will all be covered within the warranty. The components that are not covered by the warranty includes the luggage case, frame bar, tube, strake, hard-side lining, shoulder strap, key, hanger, interior divider, and other accessories.

The 5 Year Warranty Does Not Cover The Following:

  • Scratches, dents, or stains that are normal during the handling of luggage and do not impair the functionality of the product
  • Inappropriate use or vandalism, damage resulting from extreme temperatures or chemical agents, counterfeit or non OUMOS brands, non - original refit and repaired goods, or any parts requiring cleaning services.
  • Replacement of any non-defective pieces in the OUMOS luggage system (for example, if you purchase luggage with multiple components and only one component is defective, then we will only replace the defective component).

Repair & maintenance process:
Please contact us by email (details below), and we will confirm the details of the lead time, repair procedure, and required fee. If you agree, you may send in the luggage to our specified address at your own expense. Please be sure to remove any of your personal belongings from the luggage. We will keep the repaired luggage at our warehouse for up to 3 months, if the luggage is not claimed within this period, we reserve the right to dispose the luggage.

For any inquires related to repair & maintenance, email our customer service team at info@oumos.com.hk and be sure to include the following information:

  • Date of purchase
  • Area that requires repair or maintenance
  • A photo of the damage/defect (mandatory for luggage with purchase date 3 years or older) Once you arrive at your destination, please be sure to check your checked-in luggage to ensure there are no damages before existing the security check point. If there are any damages occurred during transit, please do contact your local airline officials immediately. If you only discover the damages after leaving the security point, please call your local airline customer service immediately to claim the damage as it may be covered under the airline insurance. If your luggage was handled by non-airline officials, please be sure to check your luggage and your personal belongings immediately to ensure the safety of your valuables.