WARRANTY

• 1. What is Ventris’ warranty claim procedure?
  To claim our warranty, simply inform us of any defect within the warranty period and send the product with the completed certificate of warranty or original proof of purchase. If your suitcase has been registered online , your proof of purchase is no longer needed for warranty reasons. Please email us at contactus@ventrislifestyle.com regarding our warranty policy.
  
  Ventris will then determine whether the defect is covered by the warranty. If this is the case, Ventris will repair or replace the product. For this, Ventris will cover the costs incurred including the return shipment. The sending costs are borne by the purchaser. For further details, please visit the “How to claim” tab under “Warranty and Ventris Care” in this official website.
• 2. Why shall I register my suitcase online?
  When registering online you benefit from our global 5-year manufacturer’s warranty in accordance with the conditions written in our warranty manual. If your suitcase has been registered online, your proof of purchase is no longer needed for warranty reasons.
• 3. How to register online?
  You can register your suitcase online via www.ventrislifestyle.com and benefit from our 5-year manufacturer’s warranty in accordance with the conditions written in our warranty manual.
  
  The registration process of your Ventris suitcase is very simple, you just need to complete your personal data and enter the unique serial number found on the inside of your Ventris suitcase.
  Register my suitcase online

CARE & REPAIR

• 1. Where to bring my suitcase for repair?
  Should you need to have your Ventris product repaired, please contact our customer care team (contactus@ventrislifestyle.com) for related arrangement.
• 2. How to care for Ventris products?
  To keep your carbon fiber suitcase in fine condition, please note the following recommendations:
  
  - To remove dust or dirt, use a cloth or non-abrasive sponge dampened with Optimum Opti-seal.
  - To clean any leather components, use some mild cleaning agent (non-corrosive) and a soft cloth to gently remove any surface dirt. It is a good idea to treat the leather with a conventional, neutrally colored maintenance product sometimes.
  
  Using any of the following will damage your Ventris: scouring detergents, abrasive cloths or sponges, window cleaning agents, vinegar based cleaners and disinfectants, solvents, dilutions and aggressive alcohols, petroleum distillates or nail polish remover.

BRAND & PRODUCTS

• 1. What are Ventris suitcases made of?
  Ventris suitcases are made of carbon fiber.
  
  Carbon fiber is a very strong polymer that is five times stronger than steel but much lighter than steel, making it the ideal manufacturing material. Carbon fiber is favored by engineers and designers for manufacturing in many industries such as aerospace, automotive, military, and recreational applications.
  
  Advantages of carbon fiber:
  
  

  • high stiffness
  • high tensile strength
  • high chemical resistance
  • high temperature tolerance
  • low thermal expansion
  • low weight to strength ratio
• 2. What kind of carbon fiber is Ventris suitcases made from?
  Ventris is using 3K carbon fiber from Toray, Japan, the world's leading manufacturer of carbon fibers, as the main material for manufacturing the suitcases.
• 3. Where are Ventris products manufactured?
  Ventris suitcase is a high quality product produced exclusively in Osaka, Japan.
• 4. Where to purchase Ventris products?
  You can buy Ventris products in selected wholesale partners and online via our website.
• 5. How to contact Ventris?
  Contact us via our contact form.
• 6. Which size fits my need?
  When travelling for one or two nights, our 21” Carry On Ease fits best your needs. Our 21” Carry On Wide is perfect for a three-night trip.
  
  For a four-night travel, our 22” Carry On Business can give you more than enough space. If you are looking for a suitcase for a five-day trip, we would suggest 26” Check In Ease.
  
  For a ten-day trip, our 30” Check In Plus has the ideal size. Should you plan longer trips, our 31” Check In Sports is perfect for you. Our 32” Check In Grand is designed for a two-week trip or even longer.

MY VENTRIS

• How to reset my password?
  For requesting a new password, please go to My Ventris and select "Forgotten your password?". You will receive an automated email to the address you have used for creating your account, including a link that will allow you to create your new personal password.

AVAILABLE DELIVERY OPTIONS

• Please email us at contactus@ventrislifestyle.com for more information,

DELIVERY RESTRICTIONS

• No delivery can be made to PO Box address. (including APO/FPO address).
• Our delivery is from Monday to Friday, 10am - 6pm except public holidays.

PRODUCT RETURNS & REFUNDS

• Your right of returning merchandise
  If you are not completely satisfied with your online purchase, you may return unused merchandise in its original box provided the merchandise is complete, unused and undamaged. Please understand that we can only accept return shipments from the same country to which they were delivered. You have the right to retract the sale agreement at any time up to 14 calendar days from the delivery date. Personalised items are not included in your right of retraction.
  
  All items must be returned unused, with authentic labels, user instructions, guarantee leaflet and other hangtags and wrappings, and in original packaging. You are responsible for returning the products to us as early as possible. If goods returned under your right of retraction are not in a re-sellable condition, we will not accept your return.
  
  To exercise your right of retraction, please follow the following steps to return:
• Return instructions
  1. Please complete the return form.Within 5 -7 business days we will e-mail you a return label with the return instructions on how to finalize your return.
  
  2. Pack the item to be returned (only unused items, with authentic labels, use instructions, guarantee leaflets and other hangtags and wrappings) in its original packing to prevent damage while in transit.
  
  3. Please print the return label and tape it on your return merchandise. The return label will list all tracking information such as your name, mailing address and your return address, your contact number, item serial number, and the return number.
  
  4. Please carefully read the return instructions and contact our express courier for pick up as indicated in the return instructions. You must organize the pick up by our express courier within 7 calendar days from the date we sent you the email with the return label, the return number and the return instructions.
  
  5. Provided you have respected all the above return requirements, we will issue you a refund of the purchase price, including standard shipping cost (if applicable). The refund will be issued to you within 30 days of receiving your return form and is dependent on Ventris receiving a proof of pickup from our express courier for the return you requested.
  
  6. In the event you have not respected all return requirements, we will advise you by email the reasons why we cannot approve your return within 14 days. Please only return online purchased merchandise through the procedure described above. The products purchased online will not be refunded nor returned by Ventris retail stores or dealers.
• Wrong, damaged product or product lost and wrong delivery.
  Please check whether your shipment is correct upon delivery. If there are discrepancies or problems with your order, please follow the returns procedure within 24 hours, described under " Your right of returning merchandise".
  
  Faulty goods or goods being returned due to an error on Ventris handling, any related cost incurred in returning the item will be refunded to you by Ventris. Subject to availability, we will send you a new shipping notification via email or SMS messenger and we will automatically ship the corresponding replacement merchandise to you at our own expense.

• VENTRIS 5-YEAR LIMITED WARRANTY

  All Ventris products are provided with a 5-year manufacturer’s warranty upon the date of purchase, which covers manufacturing defects in workmanship and materials, in accordance with the conditions below for the first purchaser or person receiving the product as a present, starting with the purchase date stated on the sales voice provided by Ventris, or on page 2 of the official warranty booklet provided to you when you purchase your Ventris product. This warranty gives you specific legal rights, and you may also have other rights which vary by state, province, or country.
  
  This warranty only applies if the usability of the product is considerably adversely affected by a material or manufacturing fault already present at the time of hand-over (defect). The warranty does not cover defects or malfunctions caused by any of the below conditions:
  
  1. Carrier damage
  2. Misuse or neglect of the product
  3. Normal wear and tear
  4. Damages resulting from extreme weather and solvents
  5. Normal discoloration (including sunlight)
  6. Repairs beyond the warranty period
  7. Damage resulting from a use not adapted to the product such as transporting inappropriate objects or children or using the suitcase as a chair.
  
  We sincerely suggest you check your suitcases after retrieving your checked baggage from the airliner. Should you find any damages, or suspect that your suitcases have been opened, please report to the airliner through the customs department.
  
  Some product series such as bespoke designs are characterized by special leather or metal fittings, particularly on the handle and at the corners of the suitcase. Leather is a natural product that can change, discolor or fade, particularly under the influence of skin contact, light and water, but also by unsuitable cleaning agents, post-purchase impregnation and textile dyes. Heat and dehydration can lead to the formation of cracks or tears in the leather. These occurrences are not covered by this warranty.

• VENTRIS CARE

  Buy with confidence. Ventris Care offers you one-time complimentary full product restoration service from Ventris masters, within the first year from the date of purchase of every Ventris product. Ventris Care covers defeats that are excluded from the above 5-year warranty mentioned. Please feel free to contact any Ventris retail stores salesman, Ventris official dealer, Ventris service center of any other authorized sales channels, or write to us via contactus@ventrislifestyle.com to know more about how you can enjoy this exclusive service provided.

• HOW TO CLAIM

  To claim our warranty or Ventris Care, immediately inform any Ventris retail stores salesman, Ventris official dealer, Ventris service center of any other authorized sales channels, or write to us via contactus@ventrislifestyle.com of any defect within the warranty or Ventris Care period and hand over or send the product and the completed certificate of warranty or Ventris Care; or the original proof of purchase such as the corresponding sales invoice issued by Ventris. You can find Ventris retail stores, official dealers or any other authorized sales channels on this official website.
  
  For 5-year limited warranty, Ventris will then decide whether the defect is covered by this guarantee. If this is the case, Ventris will repair or replace the product. For this case and for all other Ventris Care bonded products, Ventris will cover the costs occurred incl. the return shipment. The sending costs are borne by the purchaser. The product may also be replaced with a comparable successor product.
  
  Incidental and consequential damage (e.g. financial losses) are not included under this 5-year warranty. The guarantee is limited to the value of the product. If Ventris agrees to guarantee a case under this 5-year warranty, claims from this guarantee lapse six months after they have been asserted but not before expiry of this guarantee 5-year period.
  
  This 5-year warranty grants you exclusively the rights described above. In addition, you may also have other statutory rights, particularly country-specific rights, which differ in the way they regulate liability for defects, compensation claims and consequential damage and are possibly more extensive.

• NON-WARRANTY REPAIRS

  If you wish to have your Ventris luggage which is no longer under warranty repaired, please contact any Ventris retail stores salesman, Ventris official dealer, Ventris service center of any other authorized sales channels, or write to us at contactus@ventrislifestyle.com, which we will offer to repair your product subject to suitable conditions and costs.
  
  We hope you enjoy using your Ventris products.

PRIVACY POLICY

• 1. Personal information collection statement
  This statement sets out how Ventris Lifestyle Limited collect, use, store and handle personal data collected. We are committed to protecting the privacy, confidentiality and security of the personal data we hold. We are equally committed to ensuring that all our employees uphold these obligations. To ensure that you can make informed decisions and feel confident about providing your Personal Data to us, we outline in this statement our practices and the choices you have regarding the collection and use of your Personal Data.
• 2. How Ventris collect, process and use your personal data
  The personal data collected from you (online, via cookies or through other means) will be used for the purpose of performing credit checks, providing after-sale services, processing your purchase orders, managing your membership account and purchase record, providing direct marketing includes but not limited to conducting customer research and analysis and for purposes stated elsewhere in the User Agreement and our Privacy Policy Statement posted on this official website.
  
  2.1 TYPES OF PERSONAL INFORMATION VETNRIS COLLECT
  
  The types of Personal Data may include (without limitation) the following:
  
  

  • your personal information (e.g. your name, gender, date of birth, passport or other personally identifiable number);
  • your contact information (e.g. telephone numbers, mailing addresses, email addresses);
  • your credit or debit or other charge cards information (e.g. name of cardholder, card number, billing address, security code and expiry date);
  • your travel details (e.g. flight information, travel companions’ personal information and information related to traveler’s special needs or preferences);
  • your buying habits and concerns, personal preferences or others product and brand related comments;
  • information when you use our websites or other services or products (e.g. behavioural information, purchasing history, location information, browser details, IP addresses).

  It is mandatory for you to provide information where marked with an “*”. In the event that you do not provide such information, we will not be able to provide you with our products or services. You have the right to access or correct your personal data held by us by contacting us. By providing your Personal Data to us, you acknowledge that such provision is fair and reasonable in the circumstances.
  
  2.2 DISCLOSURE OF YOUR INFORMATION
  
  We will not disclose and transfer any of your personal data to any other parties without your consent. Under no circumstance will we sell your name, address, email address, credit card information or personal data to any third party.
  
  We may disclose and transfer your personal data to any of our group companies and/or third party service providers in Hong Kong or overseas for the aforesaid purposes or other purposes as shall be agreed between you and us or as required by law from time to time.
  
  We may also disclose and transfer your personal data to third parties:
  
  

  • in the event that ownership or control of us is assigned and transferred;
  • if we or substantially all of our assets are acquired by a third party, in which case personal data which we hold about our customers may be one of the transferred assets; or
  • if we are required to disclose or share your personal data in order to (i) comply with any legal obligation, (ii) enforce or apply our terms or (iii) protect our rights, property, or safety, our customers or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
• 3. Direct marketing
  You will become a member of this official website once you have opened or registered an account with us with or without any purchase. Alternatively, you may only elect to receive marketing communications from us. Your contact details such as name, email address and telephone number will be used from time to time so that we can update you regarding our latest products and promotions, events, services and newsletters, by email, text or multimedia message or in any other manner you have consented to.
  
  You have the option to opt out of receiving marketing communications from us. In any circumstances if you would rather not receive these communications, you can unsubscribe by clicking the relevant link in the email and you will be unsubscribed from the mailing list within a week without any cost.
• 4. Cookies & site statistics
  • Your visit to this official website may be recorded for analysis on the number of visitors to the site and general usage patterns. Some of this information will be gathered through the use of "cookies".
  • A cookie is a small bit of information that is sent to your computer, mobile or other device when you visit a website and it will recognize your device on future visits. Cookies can make the site more useful by storing information about your preferences on particular sites, thus enabling website owners to provide more useful features for their users.
  • Most browsers are initially set to accept cookies. If you would prefer, you can set your browser to disable cookies or inform you when they are set. You can also change the settings on your browser to prevent cookies being stored on your computer or mobile device without your explicit consent. Your browser “help” section will normally provide details on how to manage the cookie settings. If you choose not to accept cookies, you may not be able to utilize or activate certain functions on this official website.
  • We may disclose aggregate statistics about the number of visitors to the Website or number of purchases made as required by our investors. We use an independent measurement and research company to gather data regarding the visitors to the Website on our behalf using cookies and code which is embedded in the Website. Both the cookies and the embedded code provide statistical information about visits to pages on the Website, the duration of individual page view, paths taken by visitors through the Website, data on visitors’ screen settings and other general information. We use and store this type of information, as with that obtained from other cookies used on the Website, to help us improve the services to our site visitors, users and customers.
• 5. Other website
  • In order to anticipate your needs, our website may contain links to third party sites that are operated under different privacy practices.
  • All such websites are independent from our website. We have no control over the contents of such other websites or their privacy policies or compliance with the law. We have no control over Personal Data that is submitted to these other websites. You should remain alert when you leave our website and read the privacy statements of other websites.
• 6. Children’s privacy
  We do not knowingly collect, maintain, or use Personal Information from children under 13 (and in certain jurisdictions under the age of 16) years of age, and no part of the Site is directed to children under the age of 13 (and in certain jurisdictions under the age of 16). If you learn that your child has provided us with Personal Information without your consent, you may alert us at contactus@ventrislifestyle.com. If we learn that we have collected any Personal Information from children under 13 (and in certain jurisdictions under the age of 16), we will promptly take steps to delete such information and terminate the child’s account.
• 7. Other rights and important information
  Please read the User Agreement and our Privacy Policy Statement carefully. Our Privacy Policy Statement sets out the privacy policies and practices in relation to the personal data we handle while the User Agreement principally governs your use of this official website. If you submit your personal data, it will be deemed that you have read, understood, consented to and undertaken to comply with the User Agreement and our Privacy Policy Statement, which are written in English only. The meaning of the term “personal data” adopted in this Statement is defined in the Personal Data (Privacy) Ordinance (Chapter 486) under the Laws of Hong Kong.
  
  This Statement may be amended from time to time without prior notice. Please check for the latest version of this Statement which will be published on this official website.
• 8. Enquiries
  If you wish to obtain a copy of any of your Personal Data or if you believe that the Personal Data relating to you which we collect and maintain is inaccurate, please write to us via the channels below. Should you have any enquiries concerning this Statement or your personal data collected and held by us, please contact our customer service team at:contactus@ventrislifestyle.com

contactus@ventrislifestyle.com