Away Warranty Information
1. Luggage Warranty (Lifetime Limited)
A. Products Covered
This limited warranty extends to polycarbonate, aluminum, and nylon luggage manufactured by Away (the “Luggage”). This warranty applies when the Luggage is used normally for its intended purposes of travel by air, car, train, boat, and foot. It does not cover your Luggage if you use it in a manner incompatible with that intended design.
B. Warranty Period
Away warrants the Luggage against the defects in material and workmanship set forth below (“Defects”) forever, when the Luggage is used normally for its intended purposes.
C. Covered Defects
This limited warranty applies to the following Defects:
- 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 a front pocket non-functional
D. Exclusions
This limited lifetime warranty does not cover the following:
• “Cosmetic Damage” which is defined as scratches, dents, dings, scuffs, stains, color changes, changes in fabric inherent in normal use, chipping of metal or painted elements, normal wear and tear, technological obsolescence, or other non-functional changes in the appearance of the product that occur during normal handling and use and do not impair the functionality of the product as luggage. Aluminum Luggage is particularly susceptible to Cosmetic Damage.
• Replacement of any non-defective component (e.g., if one wheel is defective, only the defective wheel will be replaced, if possible).
• Loss of functionality of any battery, which is covered solely by the Electronics Warranty.
• Loss of functionality due to being locked out of your Luggage. Please see the Claims Process section for assistance.
• Any other exclusions listed in the “General Terms & Conditions” section of this policy.
2. Electronics Warranty (30-Day Limited)
A. Products Covered
This limited warranty extends only to batteries sold by Away, including any cables or adapters sold or packaged with them (collectively, the “Batteries”). This warranty applies when the Battery is used in a manner compatible with its intended use, which is use in Luggage for travel by air, car, bus, train, boat, and foot.
B. Warranty Period
Away warrants the Battery against the Defects set forth below for a period of thirty (30) days from the date of purchase.
C. Covered Defects
This limited warranty applies to the following Defects:
- The battery no longer holding a charge
- The battery no longer charging compatible devices
D. Exclusions
This limited warranty does not cover the following:
- Perceived “slowness” of charging
- Cosmetic Damage to the Battery
- Issues with battery functionality if the Battery is charged using a cord or adapter not provided by Away
- Damage beyond normal wear and tear or if used for other than its intended purpose
-Any other exclusions listed in the “General Terms & Conditions” section of this policy.
3. Soft Goods Warranty (One-Year Limited)
A. Products Covered
This limited warranty extends to non-hard shell luggage products manufactured by Away which are not covered under another Away warranty, including but not limited to Insider Packing Cubes, the Centerfold Garment Sleeve, the Dopp Kit, the Everywhere Bag, and the Garment Bag (“Soft Goods”). This warranty applies when the Soft Goods are used normally for their intended purposes and care instructions are followed.
B. Warranty Period
Away warrants the Soft Goods against the Defects set forth below for a period of one (1) year from the date of purchase.
C. Covered Defects
This limited warranty applies to the following Defects that render the product non-functional:
- 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
D. Exclusions
This limited warranty does not cover the following:
- “Cosmetic Damage” which is defined as pilling, catches in the fabric, stains, color changes, normal wear and tear, or other non-functional changes in appearance that do not impair the functionality of the product.
- Changes in fabric inherent in normal use, such as the softening of leather.
- Chipping of metal or painted elements.
- Any other exclusions listed in the “General Terms & Conditions” section of this policy.
4. General Terms & Conditions (Applies to All Warranties)
A. Who This Warranty Extends To
These limited warranties extend to the original purchaser of any Away product or, in the case of a gift, the original recipient. The warranty is valid only for the period the product is owned by the original purchaser or recipient. Away limited warranties are not transferable and are not applicable to products used for commercial or rental purposes. A COPY OF THE PURCHASE RECEIPT IS REQUIRED TO DETERMINE WARRANTY APPLICABILITY.
B. General Exclusions
These warranties do not cover:
- Replacement of any non-defective pieces in a set (e.g., if one packing cube in a set is defective, only the defective cube will be replaced).
- Any product sold by resellers who are not authorized retailers.
- Products sold “as-is”, “reconditioned”, “used”, “previously owned”, or any other similar wording indicating the product is not “new” or of “first quality”.
- Any defect or damage caused by improper storage, improper maintenance, misuse, mishandling, an “Act of God”, or causes beyond Away’s reasonable control.
C. Remedy for a Defect
In the event of a Defect, Away’s sole and exclusive liability and your sole remedy under these limited warranties will be, at Away’s option, and subject to your fulfillment of the requirements of the Warranty Claims Self Service Portal or other currently applicable warranty claim process, provide a repaired or replacement product, or other compensation. Replacement products may, at Away’s discretion, be new or “like new” and certified by Away to meet its quality standards. In addition, replacement products may be provided in a different color. For limited edition, discontinued, or out-of-stock items, Away guarantees replacement with a product of equal or greater retail value, not an exact replacement. Away reserves the right to limit the number of replacements provided under this warranty in its sole discretion.
D. Disclaimer, Limitation on Liability
TO THE EXTENT PERMISSIBLE BY APPLICABLE LAW, THE PRODUCTS ARE PROVIDED “AS IS” AND THESE WARRANTIES AND ANY IMPLIED WARRANTIES ARE YOUR EXCLUSIVE WARRANTIES AND REPLACE ALL OTHER WARRANTIES OR CONDITIONS, EXPRESS OR IMPLIED. 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 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.
E. Abuse, Fraud, Misuse, and Claim Limits
Away reserves the right to deny warranty claims, or to limit the number of claims per customer or per product, in cases of suspected abuse, fraud, or misuse of the product or the warranty process. Away may require additional information or proof of defect and may investigate claims as necessary. Any determination of abuse, fraud, or misuse will be made in Away’s sole discretion.
F. Arbitration
This warranty is 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.
G. Governing Law and Forum Choice
This Limited Warranty will be governed by the Federal Arbitration Act, federal arbitration law, and the laws of the State of New York. Except as otherwise set forth in the Arbitration section, the exclusive jurisdiction for all Disputes will be the state and federal courts located in the State of New York.
5. Claims Process & Contact Information
A. How to Make a Claim
In the event of a Defect and to get the benefit of these limited warranties, you must fulfill the requirements of the Warranty Claims Self Service Portal or other currently applicable warranty claim process.
B. Shipping Costs
Luggage and Soft Goods: Should shipping costs be required to return your product, you will not be responsible for those costs. You will also not be responsible for any shipping costs for the repaired or replacement product sent back to you.
Electronics (Batteries): Should shipping costs be required to return your Battery, you will be responsible for those costs.
C. Locked Luggage
Luggage that is locked can be shipped to an Away location to be unlocked by Away personnel. You will be responsible for any shipping and handling costs.
D. Repaired or Replaced Products
Any replaced or repaired product is subject to the same limited warranty as the original product, and the warranty period does not restart. For example, if a repaired Soft Good is returned to you, it is covered for the remainder of the original one-year warranty period.
E. Warrantor
JRSK, Inc. (d/b/a Away)
503 Broadway, 3rd Floor, New York, NY 10012
help@awaytravel.com