Claim Form

Required field. Please upload pictures or a video clearly showing the issue with your product.

Warranty Information

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 tempartures, 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 to see if they service your brand for warranty claims:

NSW

Sydney Luggage - 1147-1149 Botany Rd, Mascot 2020 - P: 02 9669 6381

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 - 75 Vulture Street, West End 4101 - P: 07 3844 5416

Broadbeach Shoe and Bag Repairs - Shop 22, Niecon Plaza, Albert Street, Broadbeach 4218

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

Need help? Our friendly staff can provide you with additional assistance instore or online. Simply call us on 1300 224 786, email us at enquiries@bagstogo.com.au or drop into your local store.