WARRANTY
All carpisa products are thoroughly tested and tested according to current international standards in terms of sustainability, resistance and chemical composition of the raw materials used. Each product guarantees high levels of performance to satisfy even the most demanding customer requests. If a problem occurs with a Carpisa product and if the problem is related to manufacturing defects, Carpisa will, following an internal technical evaluation, repair or replace the product in accordance with the current warranty terms and conditions. Accidental damage or damage not covered by the warranty terms is strictly excluded. The current tax guarantee is applicable only to the commercial value of the product. If a product is not available, Carpisa will replace it with an item of equal value or with the issue of a voucher worth equal to the price paid on the receipt. Any maintenance not carried out at the accredited Service Center will void the warranty. In addition to the legal warranty, for products in the luggage category, Carpisa offers an after-sales service, free of charge, which provides for the repair and/or supply of spare parts, even for items out of warranty two years from purchase, subject to the availability of the spare parts themselves and repairability of the damage. The repair offer at Carpisa centers aims not only to increase the level of service and customer satisfaction, but also to reduce waste, with a view to minimizing the environmental impact of products throughout their life cycle.
How does the legal guarantee work?
Pursuant to articles 128-135-septies of the Consumer Code, as amended by Legislative Decree 170/2021, the legal warranty is valid for 24 months and covers only production defects, which are legally presumed to occur within 12 months from the purchase (damage caused by wear, abrasion, storage, cleaning of the product, misuse, transport, etc.) is therefore excluded. For the purposes of the legal guarantee, it is essential to be in possession of the purchase receipt or the order receipt, in case of an online purchase.
Which defects are covered by the 2-year legal guarantee?
The legal warranty covers all manufacturing defects, material defects and accessory defects in the first 24 months after purchase. In the first 12 months from the purchase it is assumed that any lack of conformity was already present at the time of delivery. After the 12 months it will be the customer's responsibility to prove that it is a non-conformity defect pre-existing to the delivery. Following the customer's statement, a technical assessment will be made by the competent staff of the Service Center, which will result in free repairability, damage caused by the customer or non-repairability. In the event of damage following boarding of any kind, since these are not covered by the warranty, the transport companies themselves recognize the responsibility and therefore an immediate report must be filed with the appropriate office, before leaving the airport/station/port. Customer care or Carpisa stores can provide a free assessment on the repair of the damage or the necessary certificate of non-repairability that will be fully or partially reimbursed by the carrier.
How does the 10-year warranty on GoTech materials work?
The 10-year warranty on all lines made of Gotech material is merely an extension of the legal warranty provided by the receipt. To benefit from this warranty, you will always need to show the receipt of the purchase or order confirmation placed on the Carpisa website (the legal warranty is always and only valid for the direct purchaser or the recipient of a gift. It does not apply to luggage sold to third parties who do not have proof of purchase). The 10-year warranty covers only manufacturing defects in the product's materials , during the warranty period. In the event of breakages not attributable to manufacturing defects, the warranty is void .
Which items can be repaired under warranty?
Given that it is essential to attach the receipt to obtain assistance, following a technical evaluation, all luggage items (hard and soft) and professional bags and briefcases made exclusively of leather can be repaired. For other items, if under warranty, the most appropriate assistance will be determined.
How can I request a replacement?
Even if the product is out of warranty, you can request spare parts through our free courtesy service. This service is subject to spare parts availability and the company's acceptance, following a free assessment of the extent of the damage by our store staff.
To receive assistance, you can visit your nearest store, showing photos of the entire item and details of the damaged part. Where possible, the store will arrange for a replacement part, which will be available in approximately 15 business days.
During holidays or periods of high demand, service times may be extended and the service may be temporarily suspended. Spare parts are supplied exclusively through our stores; we cannot ship parts to the end customer . If the item is not returned to a store, the customer will be responsible for all shipping and packaging costs to and from the Service Center.
Which items can be repaired out of warranty?
If the product is out of warranty, you can request a free assessment of the extent of the damage and the possibility of receiving our complimentary courtesy service. A technical assessment can be requested from customer service or at any of our stores. Please send photos of the product and a description of the damage, along with a copy of the receipt.
Following a technical and economic assessment of the extent of the damage, it will be possible to repair all luggage items (hard and soft), bags, and professional briefcases made exclusively of leather, subject to prior notification and approval by the company.
If the item is not brought to a point of sale, all shipping and packaging costs to and from the Service Center will be borne by the customer.
What are the repair times?
All repairs of items covered by a legal warranty will always be given priority. The maximum repair time is approximately 20 business days from the date the repair account is accepted.
During holidays or periods of high demand, delivery times may be extended and the service may be temporarily suspended.
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