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Warranty, Return & Refund, and Repair


Warranty
One Year Warranty Mascot guarantees that this product will be free from defects in material and workmanship for one year from the date of its original purchase. If defective, please contact Mascot, explaining the defect and including the proof of purchase. Depending on the nature of the defect, Mascot will either repair or replace the product without charge and will advise of what further steps need to be taken to have such repair and replacement take place and where to send the product. Naturally, this commitment does not cover normal wear and tear, misuse or neglect, or damage by common carrier. Also, does not apply to damage incurred in mishandling or abuse in transit. Reference links for information on: Repair Policy Return Policy Exchange To register your Tutto product for warranty coverage, please click the link below to fill out the form. Warranty Registration - registration form!


Return and Refund Policy
Merchandise purchased directly from Mascot Metropolitan Inc. are returnable within 30 days from the date you receive the merchandise for refund or exchange. Minimum restocking fee of 10% may apply depending on condition. Purchases made from vendors (stores and online websites) and not through Mascot Metropolitan Inc. must contact the vendor for return and exchange authorization with them. Vendors will provide their own information on where to ship/return the merchandise. Mascot Metropolitan Inc. will still honor the 1 year warranty coverage regardless where the purchase is made from. Please see our repair policy here. Refunds will be credited to the account used for purchase based on the following guidelines: New: Unopened, unused. Full refund less shipping cost. Like New: Packaging opened or missing. Item is undamaged, clean and resalable. Refund will be given minus 10% restocking fee and cost of shipping. Incomplete: Merchandise returned with parts or accessories missing from the package will not be fully refunded. Credit amount will be determined based on what parts or accessories is missing. Used: We do not accept returns on merchandise that has been used. No refunds will be given. In an event item is damaged beyond the 30 day return policy, all Tutto products are covered under the 1 year warranty. Acceptance of merchandise returned to exchange for a different size, color or other product line will based on the following guidelines below. Price difference (more or less then the item returned to us) will reflect on your account including any restocking fee and shipping cost. New: Unopened, unused. No restocking/refurbishing fee. Difference in amount from original purchase will be either charged or refunded based on the item you are exchanging for. Like New: Packaging opened or missing. Item is undamaged, clean and resalable. 10% restocking fee plus cost of shipping. Incomplete: Merchandise returned with parts or accessories missing from the package. Restocking fee will be determined based on what parts or accessories is missing. Used: We do not accept returns on merchandise that has been used. No exchanges will be given. In an event item is damaged beyond the 30 day return policy, we have a 1 year warranty on all Tutto products. Please see our repair policy here. Additional info: When shipping the merchandise that was purchased directly from us for refund or exchange, please make a copy of your proof of purchase receipt or e-mail confirmation and enclose inside the package along with a note reason for return or to exchange for which item. Please allow 10 business days to process returns and exchanges. For credits back to credit card payments, financial institutions normally takes 5 business days from the day we issue credit to reflect in your credit card account. If you do not see your credit after 10 business days, please contact us. We recommend using a shipping method that provides tracking number so you can check the status of your package arriving to us. Customers are responsible for cost of shipping merchandise back to Mascot Metropolitan, Inc. For exchanges, customers are responsible shipping cost both ways. To complete our online Return / Exchange Authorization Request form, please click here. If you have any questions or need assistance, please feel free to contact our customer service: Toll free (within US): 1-800-949-1288 Outside US: 1-650-873-7717 Fax: 650-873-1623 E-mail: support@tutto.com


Repair Policy
Under the 1 year warranty – repair checklist: Include on the note LEGIBLY/CLEARLY your name, address, telephone number and description what is in need of repair. You may place masking tape over the damaged area to ensure it is not overlooked. Include a copy of your proof of purchase receipt with the date clearly shown. Place your note and receipt copy INSIDE the luggage to ensure the paper will not get lost, especially if box is being filled with styrofoam peanuts. Don't forget to write down your tracking number when shipping the bag for repair to Tutto (Ex. Post Office’s Delivery Confirmation™ tracking service). Please keep this tracking number for reference. Tutto is not responsible for lost shipment. Be sure to CLEARLY label the To (TUTTO address) and From (your address) on the exterior of the package. Please use a permanent market to avoid smudging or place clear tape over the address. If you need luggage/bag back by a certain date, please indicate when and bold or highlight the date. Please give a reasonable timeframe including delivery time from and to your location in additional to our usual 3-4 days to process and repair. Out of warranty – repair checklist: We offer repair service on Tutto branded luggages/bags only. Only cost of parts and return shipping is charged, there is no labor charge. Include on the note LEGIBLY/CLEARLY your name, address, telephone number and description what is in need of repair. You may place masking tape over the damaged area to ensure it is not overlooked. Place your note INSIDE the luggage to ensure the paper will not get lost, especially if box is being filled with styrofoam peanuts. Don't forget to write down your tracking number when shipping the bag for repair to Tutto (Ex. Post Office’s Delivery Confirmation™ tracking service). Please keep this tracking number for reference. Tutto is not responsible for lost shipment. Be sure to CLEARLY label the To (TUTTO address) and From (your address) on the exterior of the package. Please use a permanent market to avoid smudging or place clear tape over the address. If you need luggage/bag back by a certain date, please indicate when and bold or highlight the date. Please give a reasonable timeframe including delivery time from and to your location in additional to our usual 3-4 days to process and repair. Customers are responsible for cost of shipping their luggage to Mascot Metropolitan, Inc. and back. Ship To: Mascot Metropolitan Inc. Repair Dept. 380 Swift Avenue, #18 South San Francisco, CA 94080 USA Once repair is completed, a customer service representative will give you a phone call or email to arrange for payment information. We do not recommend putting your credit card information on your note for security reasons. Tips on how to pack your luggage/bag: Fold the luggage flat, be sure to remove any inside dividers first prior to folding down the luggage. If a box to fit your luggage is not available, you may use two sheets of cardboard, place one sheet on each side (like making a sandwich) and secure the edges with packing tape. While we accept packages from all carriers, if shipping within the United States, U.S. Postal Service offers the best prices when shipping via Parcel Post/4th class rate. Don’t forget to acquire tracking number/delivery confirmation for your package. Keep for your reference when inquiring with the carrier when the package is being delivered to us. Customers shipping from outside the 48 continental US, APO/FPO and international addresses: We understand the cost of shipping from these areas is of concern. Please e-mail us to support@tutto.com to determine what is the best course of action to take. Ordering parts: We only list parts on our website customers can self repair. Any parts not listed such as corners and hinges we recommend in sending the luggage/bag to us for repair. Please click here to order Parts! Phone: 1-800-949-1288 E-mail: support@tutto.com Feedback Form: Please click here to write us your comments!