• A. Guide to the procedure for repairs under warranty

  1. To which cases does this guide to the warranty repair process apply?

     This guide applies to all services provided by Dolfi1920 GmbH, Langer Kornweg 34C, 65451 Kelsterbach (hereinafter referred to as "Dolfi1920" or "we") for baggage manufacturers cooperating with it on the basis of a guarantee granted by the baggage manufacturers to the customers of these baggage manufacturers (hereinafter referred to as "customers of the baggage manufacturers" or "you"). The purpose of this guide is to inform you about the repair process for baggage for which you have received a warranty from a baggage manufacturer cooperating with us. We will provide you with a list of luggage manufacturers with whom we cooperate with regard to repair services on request. Please note that we may terminate our cooperation with a luggage manufacturer at any time.

     Please note that you do not conclude a separate contract with us for the repair of items of luggage for which you have received a guarantee from a luggage manufacturer cooperating with us. We only act on behalf of the luggage manufacturer cooperating with us to fulfill the warranty service of the luggage manufacturer cooperating with us. Your contractual partner remains the respective luggage manufacturer with whom you have concluded a contract.

  2. How can customers of the luggage manufacturers cooperating with us contact us regarding a warranty claim?

     Please contact us by e-mail (garantie@dolfi1920.de) so that we can check whether your baggage can be repaired.

  3. What information does Dolfi1920 need?

     Please provide us with the following information so that we can process your case:

     • Information on the damaged item of luggage (make, model, price, Date of purchase, description of the damage, etc.);
     • Pictures of the damaged baggage and the defect;

     A copy of the warranty card stamped and signed by the dealer or proof of purchase. We kindly ask you to provide truthful data, otherwise we will not be able to process your application properly.

  4. What happens after contact is made?

     1. The damage assessment is initially carried out using the pictures sent in of the damaged item of luggage. If a final assessment of the damage is not possible in this way, but an on-site inspection is required, we will inform you of this. If you would like an on-site inspection, you can send the damaged item of baggage to the address specified under point 4.4. for assessment of the damage after consultation and at your own expense or hand over the damaged item of baggage to us at this address during our opening hours (Monday to Friday from 09:00 to 17:00, excluding public holidays). The final decision as to whether the damage is covered by the guarantee will only be made after viewing the pictures of the piece of luggage or after inspecting the piece of luggage on site. This assessment is the sole responsibility of the luggage manufacturer or our authorized specialist staff. The obligation for you to bear the costs of sending in or handing over the damaged item of baggage arises from the warranty contract concluded between you and the respective baggage manufacturer cooperating with us.
     2. If we determine during the damage inspection that there is a warranty claim and the damaged item of luggage is repairable, the specified damage will be repaired without further consultation. If only signs of use, i.e. scratches, dents, whitening or similar are found on the luggage, it will not be repaired. Please note that we are bound by the repair specifications of the respective luggage manufacturer. If you require any further repairs, you must bear the costs incurred yourself. You can find out what options you have if we are unable to repair your baggage under point 5.
     3. Processing of the claim will not begin until we have received all the necessary documents and records (see point 3). If your information is incomplete or incorrect, it will not be possible to process your request.
     4. If a repair is possible, you can send the damaged item of luggage - if it has not already been repaired - to the following address at your own expense or hand in the damaged item of luggage here during our opening hours (Monday to Friday from 09:00 to 17:00, excluding public holidays):
        

        Dolfi1920 GmbH
        After Sales
        Langer Kornweg 34C
        65451 Kelsterbach

        The fact that you bear the costs for sending in or handing over the damaged baggage results from the guarantee contract concluded between you and the respective baggage manufacturer cooperating with us.

     5. Please stow the documents and records listed under point 3, if you have them, in the damaged baggage. If the damaged item of baggage is handed over to us without the required documents and these are not subsequently submitted despite our request, the claim cannot be processed. The damaged item of baggage will be stored. We will inform you in parallel by telephone or e-mail about the missing documents and the storage as well as the storage time.
     6. If a repair is possible, we are obliged to repair the item of baggage due to the specifications of the baggage manufacturers cooperating with us. Exchange for a replacement piece of luggage is not possible if a repair is possible.
     7. We will provide you with an average processing time on request. As soon as the repair of the returned baggage has been completed, the baggage will be sent to the address you provided at the expense of the respective baggage manufacturer.
     8. As an alternative to an on-site repair, we can send you the required replacement part for self-assembly, provided the damage can be repaired by fitting a replacement part. In this case, you will also receive repair instructions.

  5. What happens if the piece of luggage is irreparable?

     1. In the event of an irreparable production defect, you will receive a free replacement delivery of the same model, the successor model or a model that corresponds to the piece of luggage complained about ("replacement piece of luggage").
     2. If we are unable to provide an adequate replacement from our stock, we will refer you to the online store of the respective baggage manufacturer cooperating with us for the purpose of selecting a replacement piece of baggage. If the price of the selected item of luggage specified in the online store exceeds the original purchase price of your damaged item of luggage, you must pay the difference yourself. A refund of the purchase price of your damaged item of luggage is not possible.
     3. If you receive a replacement piece of baggage, the irreparable piece of baggage will be retained and recycled.
     4. If you do not want a replacement piece of luggage, you can request the return of your irreparable piece of luggage. For further claims, you must then contact the manufacturer directly.

  6. How does shipping work?

     1. Shipping is carried out by General Logistics Systems Germany GmbH & Co. OHG (GLS).
     2. We will not charge you any shipping costs for the shipment of your repaired baggage or the replacement baggage. However, you will have to bear the shipping costs if the warranty service carried out for the respective luggage manufacturer is terminated due to your culpable conduct.

  7. What happens if the baggage is stored?

     • If an item of baggage is stored due to missing documents required for claims processing, the maximum storage period is one (1) year.
     • If you do not collect the baggage within this maximum storage period or pay the return shipping costs, the baggage will be disposed of.
     • Prior to storage, we will inform you about the storage of the item of luggage and the imminent disposal after the storage period has expired. One month before the maximum storage period expires, we will remind you of the expiry date and inform you again that we will dispose of the item of luggage after the storage period has expired without success.

  8. Is Dolfi1920 obliged to accept the claim?

     We are not obliged to accept the damaged baggage or to accept the claim. We are only acting on behalf of the respective baggage manufacturer. You must assert all further claims with the respective baggage manufacturer. You are responsible for asserting any claims against third parties.

  9. What happens if a luggage manufacturer cooperating with Dolfi1920 becomes insolvent?

     In the event that the respective luggage manufacturer cooperating with us for the repair of your luggage files for insolvency, all repairs and other measures in connection with the warranty services to be provided for the respective luggage manufacturer will be interrupted by us with immediate effect and will not be continued.

  10. Can Dolfi1920 cancel the repair?

      We reserve the right to terminate the warranty services to be provided for the respective luggage manufacturer if there is reasonable and sufficient suspicion of abusive and/or fraudulent behavior on your part. This also applies in the event that insults, threats or other behavior on your part that is relevant under criminal or regulatory law are identified and we cannot reasonably be expected to continue the repair as a result.

  11. How can I reach Dolfi1920?

      If you have any questions, suggestions or complaints, you can contact us by post, telephone or e-mail at

      Dolfi1920 GmbH
      Langer Kornweg 34C
      65451 Kelsterbach
      info.germany@dolfi1920.de
      +49 30 30806777

      turn.

      Our service team is available during normal business hours (Mon-Fri 9:00 - 17:00, excluding public holidays).

• B. Guideline on the procedure for repairs as part of the settlement of baggage damage for airlines

  1. To which cases does this guide on the procedure for repairing baggage damage apply to airlines?

     These guidelines apply to all services provided by Dolfi1920 GmbH, Langer Kornweg 34C, 65451 Kelsterbach (hereinafter referred to as "Dolfi1920" or "we") on the basis of the contractual relationship between the respective airlines and their customers (hereinafter referred to as "airline customers" or "you") in connection with repairs as part of the settlement of baggage claims for airlines. The purpose of this guide is to inform you about the procedure for repairing baggage that has been damaged during a flight with an airline that cooperates with us. We will provide you with a list of airlines with which we cooperate in terms of repair services on request. Please note that we may terminate our cooperation with an airline at any time.

     Please note that you do not conclude a separate contract with us for the repair of baggage damaged during a flight with an airline cooperating with us. We only act on behalf of the airlines cooperating with us to process the claim. Your contractual partner remains the respective airline with which you have concluded a contract of carriage.

  2. How can airline customers create a user account?

     So that we can check the repairability of your baggage, you can register on the website www.dolfi1920.de and create a user account. This is done by completing the application form at https://dolfi1920.de/signup.html. If you do not wish to create a user account, you can also contact us by telephone or e-mail. We ask you to provide truthful data, otherwise we will not be able to process your application properly. Please keep your login details secret and do not pass them on to unauthorized third parties.

  3. What information does Dolfi1920 need?

     Please provide us with the following information so that we can process your claim:

     • Information that your luggage was damaged during a flight with an airline cooperating with us;
     • Information on the damaged item of luggage (make, model, age, price, Date of purchase, description of the damage, etc.);
     • Pictures of the damaged baggage;
     • The reference number that you received from the responsible airline when you first reported the claim, as well as the claim notification from the responsible airline.

     We may have to request further documents / records for the respective airline. Please keep all relevant flight documents until the claims settlement has been completed.
     We ask you to provide truthful data, otherwise we will not be able to process your application properly. Please keep your login details secret and do not pass them on to unauthorized third parties.
     You will receive confirmation from us that we have received the information you provided. The confirmation of receipt does not constitute confirmation that the item of baggage can be repaired.

  4. What happens after I fill out the form?

     1. Damage assessment is generally carried out using the pictures sent in of the damaged item of luggage. If a final assessment of the damage is not possible in this way and an on-site inspection is required, we will inform you of this and collect the item of luggage from you or provide you with a returns label for the purpose of sending in the damaged item of luggage.
     2. If we determine during the damage inspection that the damaged piece of luggage is repairable, you will receive a notification email from us that the piece of luggage will be repaired. If only signs of use, i.e. scratches, small dents, white breakage, etc. are found on the baggage, it will not be repaired. Please note that we are bound by the repair specifications of the responsible airline and the respective luggage manufacturer. If you require any further repairs, you must bear the costs incurred yourself. You can find out what options you have if we are unable to repair your baggage under point 5.
     3. The processing of the claim will only begin upon receipt of all necessary documents and records (see 3.). In particular, we are not responsible for obtaining the necessary documents from an airline. If your information is incomplete or incorrect, it will not be possible to process your request.
     4. If only one piece of damaged baggage is listed in the damage report from the responsible airline, but you hand over several pieces of baggage to us for repair, we cannot repair the piece of baggage not listed in the airline's damage report as part of the air travel claims settlement. However, you have the option of instructing us to carry out a private repair, in which case you will bear the costs yourself. We do not take into account any arrangements you have made with the airport staff. We are only bound by the written instructions of the responsible airline.
     5. If a repair is possible, the item of luggage will be collected from you at our expense. Alternatively, you can hand in the damaged item of luggage in person at the address below during our opening hours (Monday to Friday 09:00 to 17:00, excluding public holidays):
        

        Dolfi1920 GmbH
        Langer Kornweg 34C
        65451 Kelsterbach

     6. Please stow the documents and records listed under point 3, if you have them, in the damaged baggage. If the damaged item of baggage is handed over to us without the required documents and these are not subsequently submitted despite our request, the claim cannot be processed. The damaged baggage will be stored. We will inform you in parallel both by telephone and by e-mail about the missing documents and the storage as well as the storage time.
     7. If a repair is possible, we are obliged to repair the item of baggage due to the specifications of the airlines cooperating with us. Exchange for a replacement piece of baggage is not possible if a repair is possible.
     8. We will inform you of the average processing time. You can track the status of the processing via your user account. As soon as the repair of the returned baggage item has been completed, you will receive a notification to the e-mail address you have stored in your user account. The item of baggage will then be sent to the address you provided at our expense. You will receive a shipping confirmation.

  5. What happens if the piece of luggage is irreparable?

     1. If a repair is not possible or not economically viable because the current value of the item of baggage is too low, the respective airline will give you the option of selecting a new item of baggage, i.e. a replacement item of baggage, from our online store as part of the claims settlement process. In the event that the price of the selected replacement piece of baggage specified in the online store exceeds the current value of the damaged piece of baggage, you must bear these additional costs yourself.
     2. The current value is the value of the baggage before it was damaged by the airline. The calculation of the current value is based on the age of the baggage at the time of the damage. To take account of depreciation, we deduct a certain percentage (known as the depreciation rate) from the acquisition value depending on the age of the item of baggage. To quantify the acquisition value, we primarily rely on the manufacturer's price lists and the usual market prices. If it is not possible to quantify the value on the basis of the manufacturer's recommended retail price, we rely on the invoices or receipts provided by you, which we check for plausibility and authenticity. In the case of generic brands ("no-name product"), we use standard commercial prices to quantify the purchase value. With regard to the specific amount of the depreciation rate, we are bound by the specifications of the respective airlines.
     3. We will be happy to select a similar piece of luggage from our online store for you that matches the current value. Please let us know if you do not wish to make the selection yourself.
     4. If the current value is not sufficient for a new replacement piece of baggage or if you do not want a replacement piece of baggage, we will usually forward the case to the airline. Further processing and claims settlement is then carried out by the airline itself. For some airlines, we will pay out the claim amount in the amount of the current value. On request, we will be happy to inform you whether payment of the current value is possible in your individual case.
     5. Please note that we do not make cash payments.
     6. In principle, you are free to take back the damaged item of baggage or have it disposed of by us if it has been classified as irreparable. You can declare this to us when you hand over the baggage.
     7. In some cases, we are not permitted to return irreparable items of baggage due to special airline regulations. We will inform you of this in good time as part of the damage assessment, but at the latest before you collect or return the damaged baggage.

  6. How does shipping work?

     1. Shipping is carried out by General Logistics Systems Germany GmbH & Co. OHG (GLS).
     2. We will not charge you any shipping costs for the shipment of your repaired baggage or baggage that we have assessed as irreparable. However, you will have to bear the shipping costs if we discontinue the claims settlement due to your culpable conduct.

  7. What happens if the baggage is stored?

     If an item of baggage is stored due to missing documents required for claims processing, the maximum storage period is one (1) year.
     If you do not collect the baggage within this maximum storage period or pay the return shipping costs, the baggage will be disposed of.
     Prior to storage, we will inform you about the storage of the luggage and the impending disposal after the storage period has expired.

  8. Is Dolfi1920 obliged to accept the claim?

     We are not obliged to accept the damaged baggage or to accept the claim and are not liable for the damage to the baggage on which the claim is based. We are only acting on behalf of the respective airline. You must assert all further claims with the airline. You are responsible for asserting any claims against third parties.

  9. What happens if a partner airline of Dolfi1920 becomes insolvent?

     In the event that the airline cooperating with us for the repair of your baggage files for insolvency, all repairs and other measures in connection with the claims settlement will be interrupted by us with immediate effect and will not be continued.

  10. Can Dolfi1920 cancel the repair?

      We reserve the right to cancel the claim settlement if there is reasonable and sufficient suspicion of abusive and/or fraudulent behavior on your part. This also applies in the event that insults, threats or other behavior on your part that is relevant under criminal or regulatory law are identified and we cannot reasonably be expected to continue the repair as a result.

  11. How can I reach Dolfi1920?

      If you have any questions, suggestions or complaints, you can contact us by post, telephone or e-mail at

      Dolfi1920 GmbH
      Langer Kornweg 34C
      65451 Kelsterbach
      info.germany@dolfi1920.de
      +49 30 30806777
      

      turn.

      Our service team is available during normal business hours (Mon-Fri 9:00 - 17:00).

Version: November 2024