Stratic Complaints & Warranty - Service in Case of Damage

Travel smarter - we guarantee this even in case of service. Whether warranty, complaint, or transit damage: Here's how to get the right solution for your Stratic suitcase quickly and easily.

When does the Stratic warranty apply?

Stratic offers different warranty periods for its suitcase and bag models. Find out which warranty period applies to which Stratic product here:

Stratic SafeGuard™ Warranty

We stand behind our quality: The 3 or 5-year Stratic SafeGuard™ Warranty covers not only material and manufacturing defects, but also shell breakage caused by airlines.

What does this mean in detail?

Enjoy three or five years of reliable protection for your STRATIC suitcase, including the SafeGuard Shell Warranty – protection even if the outer shell breaks during handling by the airline.

Service (repair or replacement) is offered within the EU. For support, please contact your dealer or send an email to info@stratic.de. Upload your invoice here via the STRATIC CONNECT NFC chip and receive an additional 1-year warranty. Thank you and have a good trip with STRATIC!

STRATIC SafeGuard Warranty Overview Three or five years of extended protection from the date of purchase. Covers material and manufacturing defects for the entire case. Includes the SafeGuard Shell Warranty – repair or replacement for outer shell breakage, even due to airline handling.

All claims are reviewed by STRATIC. Approved claims will be repaired or replaced at STRATIC's discretion. If the original model is no longer available, a comparable replacement will be provided. Warranty service (repair or replacement) is offered within the EU. Customers outside the EU may need to return the goods to an EU service location at their own expense. Exclusions include normal wear and tear, cosmetic changes, misuse, or unintended use. Intended use includes normal travel with a packed weight of up to 25 kg. Proof of purchase may be required. This extended warranty is in addition to statutory consumer rights and requires registration for validation.

For assistance or claims, please contact your dealer, an authorized STRATIC partner, or send an email to info@stratic.de.

The Stratic SafeGuard™ Warranty applies to the BUZZ, Novium SL, Novium ML, Phoenix SL, Phoenix ML, VIBE and Stratic LITE model series.

STRATIC SafeGuard™ 10-Year Enhanced Warranty

Enjoy ten years of reliable protection for your STRATIC suitcase, including the SafeGuard Shell Warranty – protection even if the outer shell breaks during handling by the airline. Service (repair or replacement) is offered within the EU. For support, please contact your dealer or send an email to info@stratic.de. Upload your invoice here via the STRATIC CONNECT NFC chip and receive an additional 1-year warranty.

STRATIC SafeGuard Warranty Overview

• Ten years of extended protection from the date of purchase
• Covers material and manufacturing defects for the entire case
• Includes the SafeGuard Shell Warranty – repair or replacement for outer shell breakage, even due to airline handling
• All claims are reviewed by STRATIC. Approved claims will be repaired or replaced at STRATIC's discretion
• If the original model is no longer available, a comparable replacement will be provided
• Warranty service (repair or replacement) is offered within the EU. Customers outside the EU may need to return the goods to an EU service location at their own expense
• Exclusions include normal wear and tear, cosmetic changes, misuse, or unintended use. Intended use includes normal travel with a packed weight of up to 25 kg
• Proof of purchase may be required
• This extended warranty is in addition to statutory consumer rights and requires registration for validation
• For assistance or claims, please contact your dealer, an authorized STRATIC partner, or send an email to info@stratic.de

The STRATIC SafeGuard™ 10-Year Enhanced Warranty applies to the Phoenix ALU model series.

2-year Legal Warranty

2-year legal warranty from the date of purchase in accordance with applicable EU consumer protection regulations. Covers material and manufacturing defects under normal and intended use. Excludes wear and tear, cosmetic changes, misuse, accidents, and unauthorized repairs or alterations. Statutory consumer rights remain unaffected.

The 2-year legal warranty applies to the MOVE model series.

3-year Quality and Durability Warranty

Stratic luggage is among the world's most recognized premium products. During its manufacture, it is carefully checked for good workmanship and material quality. For professional workmanship and selected quality of the materials used, we provide a 3-year quality and durability warranty for the product you have purchased. Should there still be a reason for complaint, we undertake to consider your complaint in accordance with the following conditions: Our warranty promise can only be claimed if the warranty certificate with the corresponding receipt is presented. The three-year warranty period begins from the date of purchase. In the event of a complaint, please contact the specialist dealer, who will then contact us to pursue the complaint. The warranty is limited to defects resulting from insufficient workmanship or material defects or insufficient material durability. In the event of a warranty claim, Stratic will remedy these defects at its own expense and cover the costs for the return shipment. Stratic may choose to avoid the obligation to repair by exchanging the product. Further claims against Stratic arising from this warranty – in particular claims for damages – are excluded. The buyer's statutory rights under consumer purchase law, in particular the resulting warranty claims, are not restricted by this warranty. We are not liable for damage caused by accident, wear and tear resulting from use beyond normal use, improper handling (including by third parties), overloading of the luggage, exposure to moisture, and damage by the carrier. No claims can be derived from this warranty for such damages. For the latter case (damage by the carrier), we therefore recommend that you carefully inspect your luggage for damage immediately upon receipt and, if necessary, assert these directly with the carrier. German law applies exclusively.

The 3-year Quality and Durability Warranty applies to the Bendigo Light+ model series.

Warranty Claims for Older Model Series: When does the Stratic warranty apply?

Stratic grants a warranty of 2 to 5 years from the date of purchase, depending on the item purchased. To submit a warranty claim, please proceed as follows:

• Purchase from a specialist dealer: First, contact the dealer from whom you purchased the suitcase. Your specialist dealer will then forward the Stratic item to us. Please enclose the proof of purchase as warranty documentation.
• Direct purchase from Stratic: If you purchased your suitcase directly from Stratic, we are your contractual partner. Send us the proof of purchase, your current address, and photos of the suitcase and the damage by email to service@stratic.de. We will promptly offer you a suitable solution.

Transit Damage: What to do if your luggage is damaged?

Was your Stratic suitcase damaged during a trip by an airline, train, ship, or bus? Please note: Transit damage to luggage is not covered by the Stratic warranty. However, these damages may be covered by the liability insurance of the respective carrier.

Stratic therefore expressly recommends: Check your luggage immediately upon receipt carefully for damage. If your suitcase is damaged, the carrier is liable for damages.

Reporting Period for Luggage Damage: Don't miss the 7-day deadline

Have you not yet reported the damage to the carrier? Please do so as soon as possible. According to the Montreal Convention (MC), the statutory reporting period for luggage damage is 7 days. After this period, the claim against the carrier usually expires.

For loss or delay, different legal deadlines apply:

• Luggage damage: Notification period within 7 days of receipt (Art. 31 (2) MC)
• Luggage delay / loss: Notification period within 21 days after the luggage has been made available (Art. 31 (2) MC). A suitcase is legally considered officially "lost" only after 21 days.