Warranty and Repairs

If you have an issue with your item and wish to have it assessed under warranty, please return it to your nearest Bags To Go store or Authorised Repairer for assessment. We sell a huge number of brand-name goods, and each offer a slightly different warranty, so please read your tags carefully for any warranty information specific to your item.

Warranty will generally cover manufacturing defects but will not cover any damage caused by misuse, exposure to extreme temperatures, accidental damage, carrier damage or wear and tear. If you have an issue with your TSA lock, please ensure that you have followed the instructions carefully. A lock that has been set incorrectly or where the code has been forgotten is not covered under warranty.

Generally manufacturers will not cover any of the following under warranty:

  • Damage to the item that is the result of misuse or the actions of others
  • Cracks, dents, rips, cuts, scratches, scuff/wear marks
  • General wear/tear
  • Bends/kinks/dents in trolley system

We recommend that you always check your items as soon as they come back into your possession. Any damage that is caused while in the care of a third party should be claimed with that party (Airline/Train/Bus/Taxi/Cruise etc.) before continuing on your journey. Alternatively, some Travel Insurance Policies have cover for accidental damage to personal belongings.

In the unlikely event of your goods developing a fault more than 7 days after receipt, then we strongly recommend that you contact the manufacturer directly for a warranty repair. This is often the quickest way to have a fault repaired. For example, in some cases, manufacturers offer free telephone help facilities, and free rapid repair or replacement services, for your convenience. Alternatively, you can contact us directly if the goods do not conform to the contract, and we will endeavour to handle the warranty on your behalf. Carriage will be charged for the return of any products to Bags To Go under warranty, however Bags To Go will return your item carriage free. Should your goods develop a fault after the first 6 months, then you will be responsible for all carriage charges.

Claiming

If you have an issue with your item, and believe it may be covered under warranty, you should first try to return it to your nearest Authorised Repairer, with a copy of your proof of purchase, for assessment.  We understand that sometimes this isn't viable due to your location or other factors.  If you are unable to return in-store, we would be happy to try help you out with your claim!  Please just contact us by filling out the above form including the following information, and we will provide you with assistance and further details.

  • Picture(s) and/or a short video clearly showing the issue (sometimes, a close-up picture as well a wider angle picture, to provide context, may be necessary).
  • A brief description of the issue.
  • Your proof of purchase (if you are unable to locate your receipt/invoice, we may be able to help you out if you can provide us with a picture of your credit card statement showing the transaction, or: the brand & model name of your product, the date and store of purchase, the approximate amount of the transaction, and any other details that could help us find your order).

Please note that you must not discard any faulty products until your claim has been closed.  If a bag is discarded before you have been instructed to do so, this will result in an incomplete claim, and no replacement or credit can be provided.

For more information on your warranty and service centre locations please find your brand below:

Brand Warranty Page Phone Service Centres
Samsonite Australia 1800 331 690 https://www.samsonite.com.au/store-finder/?aid=service-centers
Antler Luggage 1300 268 537 https://antlerluggage.com.au/pages/authorised-luggage-repairers
American Tourister 1800 331 690 http://www.americantourister.com.au/store-finder#repairers
High Sierra 1800 331 690 https://www.samsonite.com.au/store-finder/?aid=service-centers
Black Wolf 1800 227 070  
Pacsafe 08 9221 6617  
Delsey Luggage   https://www.delseyaustralia.com.au/servicecentres
Victorinox 02 9482 6600 https://www.victorinox.com/global/en/Service/cms/service
IT Luggage   http://itluggage.com.au/where_to_buy_it.html
Disney   http://www.ausluggage.com.au/warranty-repairs/
Marvel   http://www.ausluggage.com.au/warranty-repairs/
Star Wars   http://www.ausluggage.com.au/warranty-repairs/
Compass 1300 224 786  


Cant find your brand? Contact or visit your local repairer (listed under the Repairs and Service Centres dropdown below) to see if they service your brand for warranty claims.

Bags to Go isn’t an authorised repair centre and as such we cannot carry out repairs and we don’t stock spare parts for our brands’ products.  If you’re looking for a repair or spare part then you can either contact the supplier of the product your purchased or visit your nearest authorised Service Centre.

You can find a list of authorised Service Centres below – please note that not all of these locations are authorised to service every brand, so if you’re concerned you can either check the supplier’s page (under the Warranty section above), or call the repairer directly.

If you're looking to have your bag assessed or repaired, the quickest way to do this is to visit an authorised Service Centre. Please note that not all of these locations listed below are authorised to service every brand, so if you’re concerned you can either check the supplier’s website (details listed under the Warranty Information dropdown above), or call the repairer directly.

NSW

Custom Luggage - 317 Sussex Street, Sydney 2000 - P: 02 9261 1109

ACT

Joes Boots - Unit 2/33 Jardine Street, Kingston 2604 - P: 02 6295 6162 E: JoesBootsKingston@gmail.com

VIC

The Repair Place - 423-425 Springvale Road, Forest Hill 3131 - P: 03 9894 7869 E: staff@therepairplace.com.au

Walkalong - 515 Camberwell Road, Camberwell 3124 - P: 03 98892800

Sweeney's - 450 Queen St, Melbourne 3000 - P: 03 9329 7713

Gregorys Bag and Shoe Repairs - 6 Leake St, Essendon 3040 -  P: 03 93796137

QLD

Addwest - 104 Andalusian Dr, Nth Maclean - P: 07 3844 5416

Multiservices Robina - Bazaar St, Robina - P: 07 5539 0072

Theo’s Shoe Hospital - 56 Shields St, Cairns 4870 - P: 07 4054 1334 E: sales@shoehospital.com.au

SA

The Luggage Place - 107 Gilbert Street, Adelaide 5000 - P: 08 8231 4884 E: admin@theluggageplace.com.au

Ideal Shoes - 174 Hutt Street, Adelaide 5000 - P: 08 8223 4017

WA

Leather Luggage & Accessories - 317 Walcott Street, North Perth 6006 - P: 08 9443 1800

TAS

Country Leather - 108 Elizabeth St, Hobart 7000 - P: 03 6231 5082

Soleways - 157 Charles Street, Launceston 7250 - P: 03 6331 4017 E: info@soleways.com.au

NT

Joe Postl - PO Box 291, Palmerston 0830 - P: 08 8932 9244

Damage to your bags that has been caused by a third party such as your airline or transit company is not covered under warranty.
Any damage that is caused by a third party should either be claimed directly with the entity responsible or with your travel insurance
as soon as possible. Most transit companies have provisions in place to compensate you for damage caused to your luggage, however
there are usually strict time limits for reporting it. If you notice that your luggage has been damaged during transit, then we would
recommend immediately visiting the company's service desk to report the damage, or otherwise contacting and following their claims procedure.

Should your transit company request any information such as quotes for repair or replacement, then Bags to Go would be happy to help! Please
just contact us with some pictures showing the damage, as well as your proof of purchase (or as much information regarding the make and model of your bag), and our customer service team will work to assist you as soon as possible.

We unconditionally guarantee all merchandise against possible defects for 7 days from receipt. If your goods should develop a fault during this period you may return the defective merchandise FREE, for a prompt refund or replacement. In this instance only, Bags to Go will pay for all return shipping costs relating to defective goods.

Any items found to be faulty after 7 days are covered by the brand manufacturer’s warranty. The warranty period of a particular product can be found displayed on each product page of the Bags to Go website. The minimum warranty period offered is 1 year, and the maximum can be anything up to the life of the product. Warranty periods can vary considerably between brands, so please be sure to check prior to purchasing. Warranties are non-transferable and do not extend beyond the initial warranty period. If, for example, an item is replaced as part of your warranty agreement, the warranty only continues to the end of the original warranty period. See individual warranty fine print for terms and conditions.

In the unlikely event of your goods developing a fault more than 7 days after receipt, then we strongly recommend that you contact the manufacturer directly for a warranty repair. This is often the quickest way to have a fault repaired. Alternatively, you can contact us directly if the goods do not conform to the contract, and we will endeavour to handle the warranty on your behalf. Withing the first 6 months of purchase, carriage will be charged for the return of any products to Bags to Go under warranty, however Bags to Go will return your item carriage free. Should your goods develop a fault after the first 6 months, then you will be responsible for all carriage charg