Warranty and Customer Care

Warranty Coverage

Our travel bags, business bags, and luggage collections are covered under a limited two (2) year warranty from the date of purchase or delivery, whichever is later.

This warranty is valid only for purchases made through eagleexpress.co or authorized EAGLE EXPRESS retailers in the Kingdom of Saudi Arabia or abroad.

First Year of Ownership (12 Months)

Within the first 12 months of ownership, your product is protected against:

• Normal wear and tear
• Airline handling or transit-related damage

What we cover:

• All repair costs
• Shipping charges to and from the service facility
• If the item cannot be repaired, we will replace it or offer a comparable item of equal value

Exclusions:

• Damage due to misuse, abuse, or neglect
• Cosmetic damage (e.g., scratches, fabric stains)
• Loss, theft, or unauthorized repairs
• Any indirect, incidental, or consequential damages

Year Two: Limited Coverage

From months 13 to 24, EAGLE EXPRESS will continue to support you with:

• Repairs of manufacturer defects in materials or craftsmanship
• Issues like broken zippers, handles, wheels, or locks under normal use

What is excluded in Year Two:

• Airline, cargo, or courier-related damage
• Cosmetic wear and surface scuffing
• User-caused damage or abuse
• Incidental or consequential loss

After 2 Years: Paid Repair Service

Even after the warranty period, we offer:

• Professional repair and refurbishment services at a reasonable cost
• Recommendations if your item is beyond repair

Before sending your item, please contact our local service team to confirm service availability and shipping charges.

Warranty Process

To file a claim:

1. Email us at: info@eagleexpress.co

2. Call us at: +971 4 235 2333

3. Provide:

• Proof of purchase
• Product photos showing the issue
• Description of the problem

We’ll guide you through the next steps, including whether repair, replacement, or credit is applicable.

Proof of Purchase

To be eligible for warranty service, you must provide a valid proof of purchase.

• Only the original store receipt or official digital invoice is accepted as valid proof.
• Without a valid receipt, we will not be able to process warranty claims.
• Copies, handwritten notes, or bank statements are not considered acceptable substitutes.

We recommend keeping your original receipt in a safe place for the entire warranty period.

Legal Rights

This warranty offers you specific rights under the laws of the Kingdom of Saudi Arabia, including protections granted under the Saudi Consumer Protection Law. You may also have additional rights that vary by jurisdiction.

Some exclusions (such as incidental damage) may not apply depending on local legal requirements.

Our Commitment

EAGLE EXPRESS is committed to delivering long-term value and product satisfaction. We aim to ensure your gear performs dependably wherever your journey takes you.

Repair request forms are available online at www.sa.eagleexpress.co and can be submitted 24/7.