Warranty Information

• Duration:
  • Luggage: 3-year limited warranty from the date of purchase.
  • Backpacks, Briefcases, Crossbody Bags, Shoulder Bags, Tote Bags: 1-year limited warranty from the date of purchase.
• Scope: The warranty covers manufacturing defects in materials and workmanship. It does not cover damages caused by misuse, accidents, or normal wear and tear.

1. Coverage:

• Functional damages such as breakage, TSA lock malfunction and wheel malfunction.
• Fitment issues
• Zipper issues
• Quality issues with stitching and padding.

Exclusions:

• Normal wear and tear
• Damage caused by misuse, neglect, accidents, or improper care
• Use of chemicals such as thinners and cleaning liquids to cause color bleed.
• Unauthorized repairs or modifications
• Complimentary items that come with particular styles will not be covered under warranty systems
• Damage from airline or transit abuse (customers should file claims directly with the airline)
• Apparel line products

2. Warranty Claim Process

Submission:

• Online Form: Customers must fill out a warranty claim form on the Mandarina Duck India website.
• Proof of Purchase: Customers must upload a copy of the purchase receipt or order confirmation email.
• Photographic Evidence: Customers must provide clear photos of the defect and the overall product condition.

Review:

• Initial Review: A dedicated warranty team will review the claim within 5 business days.
• Approval: If the claim is approved, the customer will receive instructions on the next steps.
• Rejection: If the claim is rejected, the customer will be notified with an explanation.

Resolution:

• Product Replacement: If the defect is covered under the warranty, a replacement product will be shipped to the customer at no additional cost.
• Return Shipping: Mandarina Duck India will not cover the cost of shipping the defective product back (if required) and sending the replacement product. The Customer has to bear the shipping expenses for returning the product.

 

3. Customer Support

Communication Channels:

• Email Support: You can contact ciao@mandarinaduck.in. A service agent will respond to you within 24-48 hours.
• Phone Support: You can contact +918050927555 for any product or logistical enquiries.
• Live Chat: An online chat option for real-time assistance on Whatsapp for our existing customers.
• All service agents are available to support from 9:00 AM to 5:00 PM from Monday to Friday.