Stratic Complaints & Warranty - Service in Case of Damage

Travel smarter – we guarantee that even when it comes to service. Whether it’s a warranty claim, complaint, or transport damage: here you’ll find out how to quickly and easily get the right solution for your Stratic suitcase.

When does the Stratic warranty apply?

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

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 case breakage caused by airlines.

What does that 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 airline handling.

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

STRATIC SafeGuard Warranty Overview Three or five years of extended protection from the date of purchase. Covers material and workmanship defects for the entire case. Includes the SafeGuard Shell warranty – repair or replacement in case the outer shell breaks, even due to handling by airlines.

All claims are reviewed by STRATIC. Approved claims are 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 at their own expense to an EU service location. Excluded are normal wear and tear, cosmetic changes, misuse, or improper use. Proper use covers normal travel with a pack weight of up to 25 kg. Proof of purchase may be required. This extended warranty is offered in addition to statutory consumer rights and requires registration for validation.

For help or claims, please contact your retailer, an authorized STRATIC partner, or email info@stratic.de.

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

STRATIC SafeGuard™ 10-Year Enhanced Warranty

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

STRATIC SafeGuard Warranty Overview

• Ten years of extended protection from the date of purchase
• Covers material and workmanship defects for the entire case
• Includes the SafeGuard Shell Warranty – repair or replacement if the outer shell is broken, even due to handling by airlines
• All claims are assessed 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 item to an EU service location at their own cost
• Exclusions include normal wear and tear, cosmetic changes, misuse, or improper use. Proper use includes normal travel with a load of up to 25 kg
• Proof of purchase may be required
• This extended warranty is offered in addition to your statutory consumer rights and requires registration for validation
• For help or claims, please contact your retailer, an authorized STRATIC partner, or email info@stratic.de

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

Statutory 2-Year Warranty

Statutory warranty of 2 years from the date of purchase according to 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 modifications. Your statutory consumer rights remain unaffected.

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

3-Year Quality and Durability Guarantee

Stratic luggage is considered among the world's recognized top products. During its production, it is carefully checked for good workmanship and material quality. For professional processing and selected quality of the materials used, we offer a 3-year quality and durability guarantee for the product you purchased. Should there still be a reason for complaint, we commit to addressing your claim according to the following conditions: Our guarantee promise can only be claimed if the guarantee certificate is presented along with the corresponding receipt. The three-year guarantee period starts from the date of purchase. If you have any complaints, please contact the specialist dealer, who will get in touch with us to follow up on claims. The warranty is limited to defects resulting from poor workmanship or material defects, or insufficient material durability. In the case of a warranty claim, Stratic will fix these defects at its own expense and cover the costs of return shipping. The repair obligation can, at Stratic's discretion, be fulfilled by replacement. Further claims against Stratic under this warranty – especially for damages – are excluded. The buyer's statutory rights under consumer purchase law, particularly the resulting warranty claims, are not restricted by this warranty. We are not liable for damages caused by accidents, wear and tear from use beyond normal wear, improper handling (including by third parties), overloading of the luggage, exposure to moisture, or damage by the carrier. No claims under this warranty can be made for such damages. In the latter case (damage by the carrier), we therefore recommend that you check your luggage for damage upon receipt and, if necessary, file a claim directly with the carrier. German law exclusively applies.

The 3-year quality and durability warranty applies to the Bendigo Light+ model series

Warranty Claim for Older Model Series: When Does the Stratic Warranty Apply?

Stratic provides a warranty of 2 to 5 years from the date of purchase, depending on the item you bought. To submit a warranty claim, please follow these steps:

• Purchase from a retail store: First, contact the retailer where you bought the suitcase. Your retailer will then forward the Stratic item to us. Please include your purchase receipt as proof of warranty.
• Direct purchase from Stratic: If you bought your suitcase directly from Stratic, we are your contract partner. Send us the purchase receipt, your current address, and photos of the suitcase and the damage by email to service@stratic.de. We will promptly provide a suitable solution.

Transport Damage: What to Do If Your Luggage Is Damaged?

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

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

Deadline for Reporting Baggage Damage: Don't Miss 7 Days

Haven't reported the damage to the carrier yet? Please do so as soon as possible. According to the Montreal Convention (MC), the legal deadline for reporting baggage damage is 7 days. After this period, the claim against the carrier usually expires.

Different deadlines apply legally for loss or delay:

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