Free Mainland UK shipping📦

have you see our sale?

Warranty

Rock products are manufactured using high grade materials and components and are subject to rigorous quality control procedures.  We hope you are happy with your purchase for many years to come.  However, in the event of a fault, all Rock products are covered by our warranty. 

The length of the warranty period varies from product to product and will be indicated on the attached swing tag. There is no need to register your warranty. Please do retain your proof of purchase, however, as you will need this to make a claim.

Our warranty covers manufacturing defects arising from faulty workmanship or materials. It does not cover normal wear and tear, accidental damage, or damage caused by airline (or other carrier) baggage handlers.

Examples of faults which are likely to be covered under the warranty include:

  • Split seams due to faulty stitching
  • Defective retractable trolley systems (e.g. stuck in extended or retracted position)
  • Faulty zips
  • Detached carry handles
  • Parts detached due to defective fixings (e.g. wheels, carry handles, trolley handles or protection feet becoming detached as a result of defective rivets, screws or stitching)
  • Defective wheels (e.g. wheels stuck, not turning properly)

 Examples of damage not normally covered under the warranty include:

  • Tears or puncture holes in fabric
  • Scuff marks and scrapes
  • Broken frame or cracked shell
  • Bent or snapped trolley system tube
  • Cracked plastic parts (e.g. trolley handle or housing)
  • Wheels or other part broken off (usually caused by throwing/dropping a loaded case or wheeling down steps)

Our warranty provides for repair or replacement, at our discretion.  In line with our commitment to reducing waste, wherever possible, we will look to repair any fault in the first instance. Warranty cover applies to the product only – postage or delivery costs are not covered. In many cases, we can provide spare parts, enabling you to make a simple repair yourself, without the need to send your item into us.

In the unlikely event that a fault should develop, please email customercare@rockluggage.com.  To help us deal with your query more efficiently, please include the following information in your email:

  • Copy proof of purchase
  • Style name/code (can be found on the internal sewn label)
  • Size
  • Colour
  • Details of fault
  • Where possible, photo(s) showing your product and the fault

This warranty does not affect your statutory rights. Please note our warranty is only valid within the UK. 

Please note that we aim to respond between 2-3 working days (during peak seasons this may be slightly longer) and all warranty claims will be resolved within 28 days. 

Gee Bee Enterprises Limited
24 Wadsworth Road, Middlesex, UB6 7JD

Close