The warranty guide
Away Luggage Warranty: What's Covered and How to File a Claim
Independent guide. Not affiliated with or endorsed by Away. Check Away's current warranty terms before you file.
Last checked
Is it covered? (quick verdict)
Away's terms depend on the purchase date.
| Product / purchase date | Term as Away states it | Source |
|---|---|---|
| Luggage bought on or after 14 April 2026 | LifetimeCare: free repairs of functional damage for five years; one free replacement if unrepairable in that period; repairs afterward for the luggage's expected life, sometimes with a service fee | S1 |
| Luggage bought before that date | Falls under the limited lifetime warranty in effect at purchase (terms on a separate Away page not read for this guide) | S1 |
| Bags and accessories | Limited one-year warranty | S1 |
- Covered damage is "functional damage" from a manufacturing defect or the unpredictability of travel; cosmetic wear is excluded S2.
- Eligible: the original purchaser buying new from Away or an authorised retailer, plus a gift recipient (within 30 days of purchase). Not transferable S2.
- An optional paid LifetimeCare Pro extends free repairs to 10 years and allows up to two replacements; its price is Not stated by Away on the pages read S1.
Before you file: checklist
- [ ] Receipt or order confirmation S2. Gift recipients can use the giver's order number or the giver's name and email S1.
- [ ] Registration: recommended, not required; it speeds up claims S1.
- [ ] Bought from Away or an authorised retailer (unauthorised resellers and counterfeits are excluded) S2.
- [ ] Photos and serial number: Not stated by Away. Away may ask for extra proof of damage S2.
- [ ] Condition: no extreme heat, chemicals, overpacking or commercial/rental use S2.
What a claim can cost
| Item | What Away says | Source |
|---|---|---|
| Shipping to Away | Round-trip shipping for repairs is free within the country of purchase | S1 |
| Return shipping | Included in the free round trip | S2 |
| Fees, deposits, card holds | Not stated by Away. | S2 |
| Replacement | Free in the first five years, but Away may charge a reasonable shipping fee and will tell you first | S2 |
| After year five | Repairs may carry a service fee; amount Not stated by Away. | S1 |
How to file, step by step
- Submit a claim through Away's claim form. Away says it cannot service luggage without a claim S2.
- If Away confirms eligibility, it emails next steps, which may include at-home repair kits or an authorised repair agent S2.
- Away tries repair first; a replacement is issued only if the item is unrepairable and you have allowance left S2.
- Away may ask for the damaged item back; if it is not returned within 30 days, the replacement may be cancelled S2.
How long does it take?
Brand statement: Processing time is Not stated by Away. The warranty page says its support team responds within 24-48 hours and suggests contacting Away at least 2-3 weeks before a trip S1.
Customer reports, not verified (Trustpilot reviews, dates as shown S3; the first page I opened was mostly 5-star):
- One customer reported in October 2026 receiving a replacement suitcase within a week after sending a photo of a fabric tear.
- One customer reported in October 2026 a replacement for a cracked shell within days.
- One customer reported in October 2026 that five shipments contained the wrong handle assembly before a store fixed it.
Common reasons claims are denied
- Cosmetic wear: scratches, dents, scuffs, stains, colour changes S2.
- Unauthorised reseller, pre-owned or counterfeit purchases S2.
- Abuse or misuse, exceeding capacity, standing on the case, commercial or rental use S2.
- Undamaged pieces in a set, lost items or accessories S2.
- Using unauthorised parts or repair centres, or not following the repair plan S2.
- Away may also limit claims per customer or product for suspected fraud; it says its decisions are final S2.
Before you buy or if your claim is denied
Buy from Away or a retailer it recognises, and keep the order confirmation. Check which regime (LifetimeCare or the older warranty) applies to your purchase date. Disputes are subject to arbitration terms per Away's page, so read them before escalating. If denied, a local luggage repair shop is another option.
Sources
- S1 Away warranty page, https://www.awaytravel.com/warranty, accessed 2026-11-05, brand page.
- S2 Away LifetimeCare Coverage Terms and Conditions, https://www.awaytravel.com/pages/lifetimecare-coverage, accessed 2026-11-05, brand page.
- S3 Away reviews on Trustpilot, https://www.trustpilot.com/review/www.awaytravel.com, accessed 2026-11-05, customer reviews.