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modern travelers defined. customer service refined.
Unparalleled quality, service and customer care – that is our commitment to our customers. You purchased an excellent quality product, and we want you to have peace of mind that you’re covered in the unlikely event of a defect.
That’s why ecbc offers a limited 5 year warranty against material, structural or quality of workmanship defects. If you experience a defect send your product back to us and our repair department will review your ecbc bag and will either repair or replace it for you. When it comes down to it, we just want you to be happy with our products.
The guarantee is not valid on any promotional products received for free and does not cover damage caused by normal cosmetic wear and tear, accidental damage of any kind (water, fire, acids/solvents, extreme temperatures, etc.), improper/misuse or the natural break down of colors and materials over time. If after evaluating the product, we determine it is not a covered defect, we can either send the product back to you, or offer you a new item, with a discount, for being a valued customer.
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-Claims Process-
If you did not purchase your product directly from ecbc, please contact the authorized retailer where you bought the product for their instructions.
If you purchased your product directly from ecbc, please contact us by email at customerservice@ec-bc.com, with an explanation of the type of defect and your ecbc order number. Evidence of the original sale is required to begin the claims process.
After receiving your email, we will provide you a return authorization number. Please write the number clearly on the outside of the box and send the defective product, along with a copy of the original sales receipt by trackable method of shipment only to:
ecbc
41690 Corporate Center
Murrieta CA 92562
*You are responsible for the cost of shipping your bag to us, however ecbc will gladly return the favor and will handle the cost of shipping your bag back to you.
*Please note , we cannot begin processing your request for replacement until we receive the product and all required information. After confirming the issue is covered under our guarantee; we will first try to repair the product. If repair is not possible, we will replace it with an identical or similar item (if same item is no longer available), and return it to you promptly.
