If you purchased your luggage prior to 8:00 AM EST on April 14, 2026, please click here for applicable terms.
The limited warranty under Away LifetimeCare™ Coverage and Away LifetimeCare™ Pro is available to Eligible Purchasers subject to the following terms and conditions.
All luggage purchases made by Eligible Purchasers (as defined below) on or after 8:00 am EST on April 14, 2026 (“Effective Date”) include the following limited warranty, subject to these terms and conditions.
Complimentary Repairs. Eligible Purchasers receive complimentary repairs for Functional Damage (as defined below) for the first five (5) years from the original suitcase purchase date. Complimentary repairs for Functional Damage includes labor, processing, parts, repair kits, and round trip shipping for the damaged suitcase or part(s) (if needed) to and from our authorized repair facilities within the country of purchase at no cost, provided Away still maintains active repair shipping or retail operations there. Replacement parts may differ in appearance from the original parts due to product updates, discontinuations, or availability, and Away does not guarantee that such parts will always be available. Away is not obligated to replace unaffected or undamaged parts to ensure cosmetic uniformity.
Replacement Protection. If we determine, in our sole discretion, that the covered suitcase is Unrepairable (as defined below), we will provide one (1) free Replacement (as defined below) product during the 5-year limited warranty period. Replacements ship only to the original country of purchase, provided Away still maintains active repair shipping or retail operations there. We reserve the right to charge a reasonable fee for Replacement shipping. We’ll let you know ahead of time if that applies.
Effect of Replacement. The issuance of a Replacement at any time during the five-year period constitutes the full and final fulfillment of Away’s replacement obligation under the LifetimeCare™ Coverage limited warranty. However, the complimentary repair benefits remain available for the full period of five (5) years, as outlined in subsection (1) above.
Ongoing Repair Support. Starting in the sixth (6th) year after purchase, repairs of Functional Damage remain available for the reasonable expected life of your suitcase, subject to a reasonable service fee in some cases. Service fees are subject to change and will be updated from time to time in Away’s sole discretion.
In-Store Repairs. At this time, labor and parts remain complimentary for repairs of Functional Damage completed in person at an official Away retail store location for the reasonable expected life of the luggage. We reserve the right to modify or cancel this complimentary service. Not all repairs can be made in store. Our specialists will direct you to the best repair option after you file a claim.
Free Repair Shipping. Round trip shipping is included for repairs of Functional Damage as long as you're an Eligible Purchaser shipping within the original country of purchase, and provided Away still maintains active repair shipping or retail operations there.
The Away LifetimeCare™ Pro limited warranty extension, if purchased by an Eligible Purchaser, extends the LifetimeCare™ Coverage limited warranty for an additional five (5) years as follows:
Paid Extension. Away LifetimeCare™ Pro is only available to Eligible Purchasers who pay for the extension according to these terms. Eligible Purchasers can add LifetimeCare™ Pro at checkout on awaytravel.com or in-store, or as otherwise made available from time to time. If you bought your suitcase from an authorized retailer or didn’t purchase LifetimeCare™ Pro at direct checkout, you can add coverage within 100 days of your purchase date. LifetimeCare™ Pro purchases are excluded from promotional offers, discounts, spend-based rewards, or other incentive programs unless explicitly stated otherwise by us.
Extended Complimentary Repairs. If you’re an Eligible Purchaser who purchased LifetimeCare™ Pro and your luggage has Functional Damage, all fees for repair, service, shipping, processing, parts, and round trip shipping to and from our authorized repair facilities within the country of purchase are waived for ten (10) years from the purchase date. All other repair terms applicable in the first five (5) years under the LifetimeCare™ Coverage limited warranty apply during any extension.
Extended Replacement Protection. If we determine, in our sole discretion, that luggage with Functional Damage is Unrepairable (as defined below), we will provide up to two (2) free Replacements during the 10-year extended limited warranty period from the date of original purchase. All other replacement terms applicable in the first five (5) years under the LifetimeCare™ Coverage limited warranty apply during any extended period.
Effect of Second Replacement. Issuance of a second Replacement product any time during the extended limited warranty period constitutes the full and final fulfillment of Away’s replacement obligation under the LifetimeCare™ Pro limited warranty. However, the repair benefits remain available for the full period of ten (10) years from the date of original purchase.
Submit your claim here. We can’t service your luggage unless you submit a claim.
Proof of Purchase and Registration. Eligibility for Away LifetimeCare™ Coverage requires proof of purchase so please hold on to your receipt or order confirmation. Verified registration in the Away Registration Portal will help us process your warranty claim more quickly. We only use product registration data for warranty and service purposes unless you provide your express opt-in consent for another use. If you are giving our luggage as a gift, please provide the recipient with a copy of the receipt so they can demonstrate proof of purchase.
Functional Damage and Instructions. If we determine based on your claim submission that you are an Eligible Purchaser and your luggage has Functional Damage, we’ll send you an email to let you know what’s next. Our team of LifetimeCare™ specialists is trained to evaluate the appropriate steps to address Functional Damage, including repair via at-home kits and/or authorized repair agents. The decision is only ours to make and it is final. Failure to follow our repair plan or instructions provided by our LifetimeCare™ specialists with respect to any repair, including use of authorized parts or service centers may void your warranty.
Repair or Replacement. As often as possible, we’ll first attempt to repair Functional Damage to your suitcase using currently available repair kits or repair services, including via our authorized Away service centers. If we determine that Functional Damage cannot be repaired, we will verify whether you have a remaining replacement allotment under your applicable LifetimeCare™ Coverage or LifetimeCare™ Pro plan, and if so, we will issue a Replacement in accordance with these terms.
Product Return Requirement. If your Away suitcase is deemed Unrepairable, Away reserves the right to require the return of the damaged luggage or component prior to sending a Replacement. Failure to return the damaged suitcase within 30 days of Away’s request may result in cancellation of the Replacement request.
Eligible Purchaser means (i) the first person to purchase a new Away suitcase from Away directly (online at awaytravel.com or in store) or from an authorized retailer for personal use (“Original Purchaser”), or (ii) the first person to receive a new Away suitcase as a gift from an Original Purchaser within thirty (30) days of the purchase (“Original Recipient”). This warranty is valid only for as long as the luggage is owned by the Original Purchaser or Original Recipient. Any person who purchases pre-owned Away luggage or acquires Away luggage from a reseller, auction site, or other secondary source is not an Eligible Purchaser and is not covered under this warranty.
Functional Damage. The Away LifetimeCare™ limited warranty covers damage that results in operational failure that renders the luggage unusable for its primary purpose (collectively, “Functional Damage”) that results from manufacturing defects (i.e., faulty materials or construction) or the unpredictability of travel. Exclusions and limitations apply (see “Exclusions and Limitations” below).
Unrepairable. A piece of luggage is considered “Unrepairable” if, in our sole discretion, we can’t reasonably repair Functional Damage to restore the luggage to normal, working condition. If Away determines that a suitcase is Unrepairable during the applicable warranty period, we will provide a Replacement up to the applicable replacement limit. If we determine that a Replacement product or replacement part is not available, we will provide a product or part of comparable value based on current inventory.
Replacement means a suitcase provided to an Eligible Purchaser within the applicable warranty period when a damaged suitcase is deemed Unrepairable. Replacements for limited edition, personalized, discontinued or out-of-stock suitcases, will have features similar to those of your Unrepairable luggage to the extent possible, but may not be identical to the Unrepairable item or the same color. Replacement products may be new or "like-new," and may consist of repaired luggage. Replacement products will not include personalization, customization, monogramming, or other individualized features that were applied to the original product.
Cosmetic Wear and Tear. The Away LifetimeCare™ Coverage and the LifetimeCare™ Pro limited warranties do not cover non-functional changes in product appearance that don’t interfere with its intended use, including, but not limited to, scratches, dents, dings, tears, scuffs, stains, rips, color changes, and/or any other non-functional damage due to normal wear and tear of your luggage. Think of these as a souvenir of your travels.
Undamaged Luggage or Components. Away will not replace or repair any non-damaged part or luggage in a bundle or a set (i.e., if one piece in a bundle or a set has Functional Damage, only that piece of luggage will be replaced or repaired). We also don’t replace lost items, accessories or components (e.g., laundry bags), but you may be able to purchase some of these items on our website.
Unauthorized Resellers. Away LifetimeCare™ Coverage and LifetimeCare™ Pro are not available for products purchased from unauthorized resellers or "as-is" platforms (such as, but not limited to, eBay, Poshmark, unauthorized sellers on Amazon).
Counterfeit Products. Away LifetimeCare™ Coverage and LifetimeCare™ Pro are not available for products deemed by Away to be counterfeit products. If you believe you may have purchased a counterfeit Away product, please contact us at help@awaytravel.com.
Product Abuse and Misuse. Away LifetimeCare™ Coverage and LifetimeCare™ Pro do not cover damage from conditions or usage incompatible with the product's intended design, including prolonged exposure to extreme temperatures, chemical exposure, natural disasters, or other use incompatible with the product’s intended usage (e.g., damage due to transportation of toxic items, items that exceed the suitcase's capacity or standing on your suitcase to close it), or any damage caused by improper use, storage, or maintenance, or caused by negligent or intentional misuse or mishandling.
In addition to the terms above, these General Terms and Conditions apply to Away LifetimeCare™ Coverage and LifetimeCare™ Pro.
Program Availability. The limited warranty under Away LifetimeCare™ Coverage and the LifetimeCare™ Pro extension (if purchased) (together, the “LifetimeCare™ Program”) are available to Eligible Purchasers of any Away suitcase subject to these terms. The Away LifetimeCare™ Program is valid only for the the applicable warranty period(s) described above and only so long as the luggage is owned by an Eligible Purchaser. Benefits under the Away LifetimeCare™ Program are not transferable, and are not available for products used for commercial or rental purposes. Luggage purchased prior to 8:00 am EST on April 14, 2026 remains covered under Away’s Limited Lifetime Warranty in effect at the time of purchase. You can access those terms here and the FAQs here.
A COPY OF THE PURCHASE RECEIPT IS REQUIRED TO DETERMINE WARRANTY ELIGIBILITY FOR CLAIMANTS WHO HAVE NOT REGISTERED IN THE AWAY REGISTRATION PORTAL.
Exclusive Remedy for Functional Damage. Away’s sole and exclusive liability to you for Functional Damage, and your sole remedy under the Away LifetimeCare™ Program will be, at Away’s option, and subject to your eligibility (including proof of purchase and fulfillment of the requirements of the Claims Portal), the provision of repair kits, parts, repaired luggage or Replacement product(s) to the extent allotment is available under the applicable limited warranty.
Disclaimer, Limitation on Liability. TO THE EXTENT PERMISSIBLE BY APPLICABLE LAW, THESE WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES. ANY IMPLIED WARRANTIES ARE LIMITED IN DURATION TO THE APPLICABLE WARRANTY PERIOD. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY FROM STATE TO STATE AND JURISDICTION TO JURISDICTION. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND EXCEPT AS SET FORTH IN THESE LIMITED WARRANTIES, IN NO EVENT WILL AWAY OR ITS AGENTS OR SUPPLIERS BE LIABLE FOR PROCUREMENT OF SUBSTITUTE PRODUCTS OR OTHER SPECIAL, INCIDENTAL, CONSEQUENTIAL OR INDIRECT DAMAGES ARISING OUT OF OR RELATED TO THE PRODUCTS OR THEIR USE BY YOU OR ANY THIRD PARTY, WHETHER UNDER THEORY OF CONTRACT, TORT (INCLUDING NEGLIGENCE), INDEMNITY, PRODUCT LIABILITY OR OTHERWISE. THIS LIMITATION WILL APPLY EVEN IF AWAY HAS BEEN ADVISED OF SUCH DAMAGES AND NOTWITHSTANDING THE FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED REMEDY. AWAY’S TOTAL LIABILITY WILL NOT EXCEED THE PURCHASE PRICE PAID FOR THE PRODUCT GIVING RISE TO SUCH LIABILITY. SOME STATES OR JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS AND EXCLUSIONS MAY NOT APPLY TO YOU.
Abuse, Fraud, Misuse, and Claim Limits. Away reserves the right to deny claims, or to limit the number of claims per customer or per product, or invalidate warranty coverage entirely in cases of suspected abuse, fraud, or misuse of the product or the warranty process. Away may require additional information or proof of Functional Damage and may investigate claims as necessary. Any determination of abuse, fraud, or misuse will be made in Away’s sole discretion and will be final.
Arbitration and Class Action Waiver. Away LifetimeCare™ Coverage and Away LifetimeCare™ Pro are subject to the arbitration provisions contained in Away’s Terms of Use, which are incorporated herein by reference and shall govern the resolution of all warranty-related disputes, claims, or controversies.
Governing Law and Forum Choice. The Away LifetimeCare™ Coverage and LifetimeCare™ Pro limited warranties will be governed by the Federal Arbitration Act, federal arbitration law, and the laws of the State of New York. For consumers in the United Kingdom, these terms are subject to the Consumer Rights Act 2015 to the extent required by applicable law, and nothing in these terms affects your statutory rights under that Act. Except as otherwise set forth in the Arbitration section, the exclusive jurisdiction for all warranty-related disputes, claims, or controversies will be the state and federal courts located in the State of New York.
Updates. Away reserves the right to update from time to time, without advance notice, the Registration and Claims Portals, and other related information. You are responsible for familiarizing yourself with the terms and other pertinent information applicable at the time when you submit a claim. Subsequent changes and updates will not affect your already submitted claim (e.g., you won’t have to re-register or re-submit a claim).
