Warranty & Aluminum Care

Learn about FOI’s limited lifetime warranty, returns, damage reporting, and caring for aluminum luggage.

Limited Lifetime Warranty

FOI’s limited lifetime warranty covers manufacturing defects in materials and workmanship. If you think your item has a defect, email hello@foibydefine.com with your order number, a description of the issue, and clear photos. We’ll review it and advise on next steps.

Normal travel can leave aluminum with scratches, minor dents, or a changing finish. If a change affects how your case works, send us photos for review. Specific warranty exclusions have not yet been confirmed by FOI.

Returns & Damage Reporting

30-Day Returns

You may initiate a return within 30 days of delivery. Items must be unused, in original condition, with tags attached and in original packaging. Final sale items are not eligible for return. Contact hello@foibydefine.com before sending an item back; unauthorized returns are not accepted. If approved, we will provide a prepaid shipping label. Return shipping costs are your responsibility unless the item arrived damaged in transit or with a manufacturer defect.

After inspection, refunds are issued to the original payment method within 10 business days, less shipping charges. If your refund has not arrived after 15 business days, contact us. For an exchange, return the original item for a refund and place a new order.

Report Arrival Issues Within 7 Days

Inspect your order when it arrives. Report damage, defects, or an incorrect item within 7 days of delivery at hello@foibydefine.com. Include your order number, clear photos of the item and any affected packaging, and a brief description of what happened. For an item that arrived damaged or defective, our refund policy provides a complimentary replacement at no extra cost, including shipping.

Aluminum Care

Aluminum can develop visible scratches, scuffs, minor dents, and a changing finish or patina through travel. Appearance changes alone do not necessarily indicate a manufacturing defect. If damage affects how your case functions, send us photos so we can review it.

Cleaning

Wipe the exterior gently with a soft, damp cloth and mild soap if needed. Avoid abrasive pads, strong solvents, and soaking the case. Spot-clean the lining with a lightly damp cloth and let it dry fully before closing. Remove debris from wheels and hardware with a soft cloth or brush.

Repairs

FOI does not offer a repair service at this time. If you believe your item has a manufacturing defect, email hello@foibydefine.com with your order number, a description of the issue, and clear photos. We’ll review it under the limited lifetime warranty and advise on next steps.