Warranty & Repairs

Appointments

Appointments must be made via WhatsApp at least one working day in advance.

WhatsApp: +852 4644 0244

Appointment hours for VIVA suitcase repairs are as follows:

Monday to Friday:
11:00am – 1:00pm
1:00pm – 3:00pm
3:00pm – 5:00pm
5:00pm – 7:00pm

Saturday:
11:00am – 1:00pm

Sundays and Public Holidays:
Closed

General Repair Guidelines

To help us assess your repair request and confirm parts availability with our warehouse team, please provide:

1. A copy of your suitcase purchase receipt
2. One clear photo of the front of the suitcase
3. One or two close-up photos of the part(s) requiring repair

Estimated Repair Times

Combination Lock Damage
Repairs can generally be completed on the same day.

Wheels and Trolley Handles
If the required parts are in stock, repairs will take approximately 7 working days.

Zipper Sliders
Repairs will take approximately 7–10 working days.

Other Issues
If the item must be returned to the brand’s factory for repair, the process will take approximately 21 working days.

Repair times are estimates and may vary depending on parts availability and the condition of the item.

Address:
Flat C15, 11/F, Mercantile Industrial & Warehouse Building, 16-24 Ta Chuen Ping Street, Kwai Chung, New Territories

WARRANTY TERMS &CONDITIONS

VIVA guarantees all its products against any manufacturing defects, covering materials and workmanship, for the length of time stated in the warranty. You are entitled to an exchange or refund for a manufacturing defect that cannot be repaired (as determined by VIVA Authorized Repair Centre).

A proof of purchase document from an authorized retailer must be presented upon requesting a warranty claim.

Type of proof of purchase accepted:

• Original, photo copy, picture or digital invoice
• Online order confirmation email

Proof of purchase must clearly show:

• Store name of authorized retailer
• Date of purchase
• Product name or product code

VIVA is committed to providing active support beyond purchase and enabling the use of your product well into the future. Warranties are an integral part of our ability to provide the best service possible to you and your product.

Note: Our warranties are non-transferable and only cover the original purchaser or their gift recipient. Warranties only apply to VIVA collections that are available.

VIVA's Limited Warranty is not applicable

If your proof of purchase is lost, defaced, illegible.

If the purchase was made through an unauthorized reseller; if the product was imported without permission (i.e. parallel imports); if the product was sold as used, reconditioned, returned, or refurbished.

If any unauthorized modifications or repairs have been made.

Incidental or consequential damages, such as damage to or loss of the contents of a bag, loss of use, loss of time, or similar expenses.

Shell Cracks: Cracks emerging from regular use usually stem from substantial force and are not covered by warranty.

Damage During Transport

• If your luggage sustained damages while traveling by air or train, it is important that you contact the airline or travel provider as soon as you arrive at your destination.
• Airlines are responsible for damages to your luggage, but some have a limited 24-hour claim window. Please do not leave the arrival/baggage claim area until the matter is addressed.
• Taking action while you are still at the airport will give you the best chance to have your damage claim resolved.

Wear and Tear: We commit to prolonging your luggage life by replacing standard broken or worn parts (subject to availability):

• TSA Combination Lock
• Top Carry Handle
• Side Carry Handle
• Trolley
• Wheel
• Side Bumper
• Zipper Puller