Our Warranties
When you purchase from Away, we make every trip to come as smooth as possible with our best-in-class warranty. For any functional damage to your luggage, we’ll provide a replacement or repair kit—so you can get back on the road in no time.
Luggage
Our Away suitcases are guaranteed by a limited lifetime warranty.
- Cracks or breaks in the shell
- Wheels, handles, or telescoping handles that break off and are no longer usable
- Zippers that can no longer be opened or closed
- Fabric tears that render front pocket fabric non-functional
** Please note, your battery is covered by a thirty day warranty. Read more info here. If you purchased your battery prior to October 5, 2024, your warranty can be found here.
- Cosmetic damage: Non-functional changes in the appearance of the product that occur during normal handling of luggage.
- Any goods sold “as-is,” are previously owned, or are sold by unauthorized resellers.
Looking for more details? Read the fine print.
Bags & Accessories
Our bags and accessories are all protected by a limited one-year warranty.
- Manufacturing defects
- Handles that are ripped or torn and are no longer usable
- Zippers that can no longer be opened or closed
- Fabric tears that render the product non-functional
- “Cosmetic Damage” which is defined as normal wear and tear or other non-functional changes in the appearance of the product.
- Changes in fabric or chipping of metal or painted elements.
- Replacement of any non-defective pieces in the product or set of products you purchased.
- Any goods sold “as-is,” are previously owned, or are sold by unauthorized resellers.
Looking for more details? Read the fine print.
How it works
How it works
Start a warranty claim
Use our warranty claims form to get the process started. We’ll request a bit of information about the damage and your order.
*We recommend reaching out 2-3 weeks prior to travel. Our replacement orders are subject to standard processing and shipping times
Warranty claim review
Within 24-48 hours, our service team will review the information you provided and determine the best next steps to fix any issues.
Repair or replacement
- For minor, and easy-to-fix damage we’ll send you a repair kit.
- For larger issues, we’ll repair or replace the item. If an in-house repair or replacement is required, we will help you to ship your damaged item back to us.
Still have questions? CONTACT US or START A CLAIM
Make your luggage go further with our repair kits.
From our founding, we have been conscious of the impact that travel has—both on ourselves and the world. Our repair kits are a sustainable solution that reduce waste and help you take care of simple repairs without needing to ship your luggage back and forth.
Trusted travelers
FAQs
If you don’t know your order number, please provide the full name and email address of your gifter and we’ll take a look.
If your original item is unavailable, we will provide a comparable product of equal or greater value.
There’s no need to register your products. As long as we can locate your information (either by the order number, or name and email address on file), you’re all set.
Our repair kits include all parts necessary to make the specific repair. The only tool you will need is a screwdriver—we recommend a Phillips head or a power drill.
Our repair kits include all parts necessary to make the specific repair. The only tool you will need is a screwdriver—we recommend a Phillips head or a power drill.
