Warranty and after-sales service

5. Warranty and after-sales service

5.1 Conditions

All our products purchased on or after 1 January 2022 are covered by a three-year warranty against any manufacturing defects, starting from the date of purchase of the item. Products purchased before this date are covered by a two-year warranty only.

The conditions under which the warranty applies are as follows:

  1. This warranty covers manufacturing defects only, and expressly excludes any damage resulting from improper use. Excluded from this cover are incidents caused by accidents, carrying volumes and weights exceeding the specifications, wear due to friction, negligence, abrasion, carrying unusual objects, exposure to high temperatures, contact with solvents, acids, water or other liquids, as well as natural wear and tear or damage sustained during transport. This last point applies in particular to incidents occurring during flights or on other means of transport, including deformation, damaged wheels, breakages, cracks in the structure of the suitcase, scratches and damaged areas, among others.
  2. Responsibility for maintaining or repairing the product lies exclusively with PACOMARTINEZ for as long as the product is under warranty. Any attempt at repair or maintenance carried out by third parties other than PACOMARTINEZ is not the responsibility of the brand. To make a claim under your warranty, please contact us by email. After a thorough inspection of the item, PACOMARTINEZ reserves the right to decide whether to repair it or replace it, either with the same product or with an item from the same range.
  3. For the warranty to be valid, you must provide proof of purchase of the product. If you no longer have it and you are a registered customer, you can obtain a copy under "My account" (if this is not the case, please contact customer service and we will try to find a copy of your receipt).
  4. Contact our customer service team at atencion_clientes@pacomartinez.mom or on +34 960 700 133 (Monday to Friday, 09:00–18:30 CET). Do not attempt to repair the defect yourself or entrust the item to another company, as any work carried out by a third party will void the warranty.
  5. We will examine the defect in your item to check whether the warranty applies; if it does, we will repair it. If repair is not possible, we will replace the product with an identical item or one with similar characteristics, or we will refund the amount paid to the same payment method. If the product is defective, we will cover the return costs in full, provided that you inform us within a maximum of 48 hours of receiving your order.

The fastenings on our products are designed to prevent accidental opening, but they cannot prevent tampering with the item or theft.

5.2 After-sales service

At PACOMARTINEZ, we offer a repair and after-sales service, which is handled online through our customer service team, within a maximum of 45 days from the date of your request.

With regard to suitcases, and in accordance with the warranty conditions, our technical team will assess the damage to the suitcase and provide a repair quote. Please remember to send us both details of the damage and your proof of purchase.

To make a request, send us photos and information about the damage, together with your proof of purchase, to atencion_clientes@pacomartinez.mom and we will let you know how to proceed.

5.3 Care tips

Look after your suitcase by following these tips and you will be able to enjoy it on your travels for a long time to come:

  • Avoid heavy impacts, as well as exposure to moisture or rubbing against abrasive or sharp objects that could damage it. This type of damage, as well as damage caused by carriers, is not covered by the warranty.
  • Please remember that the fastenings on our products are designed to prevent accidental opening, but they cannot prevent tampering with the item or theft. Do not leave your luggage out of your reach, where it could be opened by other people. Our warranty covers the value of the suitcase only. We also recommend that you carefully inspect your luggage if it has been handled by someone else.
  • If your luggage is damaged during transport, we recommend that you file a claim with the transport company (which has insurance covering damage to your luggage), if possible before going through customs.