ProBag provides a one-year (12-month) warranty against manufacturing defects on all bag models: Core, Glide, Swift and Apex.
1. Warranty period and scope
• The warranty period is one year from the day you actually receive the product.
• The warranty covers the bags and accessories purchased for a fee. It does not cover items given free of charge as a gift, such as a pump included in a promotion.
• The warranty is given to the original purchaser only, subject to proof of purchase (order number or invoice), and is not transferable.
2. What is covered
Manufacturing defects and faults in raw materials that appear under normal use and in accordance with the instructions. For example: seams that come apart, a zipper that breaks or jams, a fault in the built-in lock, compression mechanism or charging port, buckles, handles or straps that break, and separation of fabric layers.
A product that arrived damaged or different from your order is handled under the Returns Policy, and you should contact us within 48 hours of receiving it.
3. What is not covered
• Reasonable wear: scratches, scuffs, fading and colour changes from everyday use.
• Incorrect use, overloading, or compressing beyond the recommended capacity of the model.
• Damage caused by airlines, shipping services, hotels or other third parties.
• Intentional damage, negligence, accident, fire, exposure to chemicals or prolonged immersion in water.
• Repair, modification or replacement of parts by anyone other than ProBag or its representatives.
• A product not purchased on the site or from an authorized retailer.
• Loss or theft of the product or its contents.
• Commercial use, rental or lending.
4. How to open a warranty claim
Contact us by email at support@probag.net or on WhatsApp 054-583-1314, and include your order number, a short description of the fault, and photos or a short video showing it. We recommend contacting us within 14 days of discovering the fault, and in any case within the warranty period. We will try to reply within 3 business days and let you know if the product needs to be sent in for inspection.
5. Shipping
For an approved warranty claim, ProBag bears the cost of collecting the product and returning it to you. If the inspection finds the fault is not covered, we will update you before any further action, and you can choose between having the product returned at your expense or having it repaired for a fee, according to a quote given in advance. A return that is not a warranty claim (a cancellation or an exchange) is at the customer's expense, in line with the Returns Policy.
6. The remedy
Order of handling: repair of the product; if repair is not possible or not worthwhile, replacement with the same model and colour; if the model or colour is out of stock, an alternative model of equal value, coordinated with you; and if that is not possible either, a full refund to the payment method used for the purchase. Repair or replacement does not extend the warranty period or start a new one.
7. Handling times
The product will be inspected within 7 business days of reaching us, and handling (repair, replacement or refund) will be completed within 14 business days of it reaching us. If more time is needed, for example to order a part, we will update you in advance and in writing.
8. Your rights under law
The warranty is given voluntarily and is in addition to your rights under the Consumer Protection Law, 5741-1981, and does not detract from them. The right to cancel a transaction within 14 days stands separately from the warranty, and is detailed in the Returns Policy.
9. Limitation of liability
To the extent the law permits, ProBag is not liable for indirect damage, including personal injury or property damage, resulting from use of the product not in accordance with the instructions, and its liability is limited to the price actually paid for the product.
