Traveling is exciting, but dealing with luggage issues isn’t. Understanding the Away luggage return policy before you buy can save you time and stress later. This guide breaks down everything you need to know about returning or exchanging your Away suitcase, so you can shop with total confidence.
We’ll cover the timeframes, conditions, and step-by-step instructions. You’ll also learn about warranty claims, what happens with discounted items, and how to contact customer service. Let’s get started.
Away Luggage Return Policy
The core Away return policy is designed to be straightforward. You have 100 days from the date your order ships to initiate a return for a full refund. This is a generous window, especially compared to many other retailers. It gives you plenty of time to test the suitcase on a trip or simply decide if it’s the right fit for your needs.
However, it’s crucial to note that the policy applies only to items purchased directly from Away. This includes their website and their physical retail stores. If you bought your Away luggage from a third-party retailer, like Nordstrom or a local boutique, you must adhere to that store’s specific return policy instead.
All returned items must be in like-new, unused, and resalable condition. This means no scuffs, scratches, or signs of travel. The original tags and packaging should ideally be intact. The luggage must also be returned with all its parts, including the laundry bag, compression panels, and any removable batteries for the Carry-On with charger.
What Items Are Eligible for Return?
Most products from Away qualify for the standard 100-day return window. This includes:
* The Carry-On, Bigger Carry-On, and all checked suitcase sizes.
* All everywear bags, like backpacks and totes.
* Travel accessories, such as packing cubes, toiletry cases, and tech organizers.
* Limited edition colors and collaborations.
The Step-by-Step Return Process
Returning your Away luggage is done entirely online. Here is a simple numbered guide to follow:
1. Log into Your Account: Go to Away’s website and sign into the account you used to make the purchase. If you checked out as a guest, you’ll need your order number and email address.
2. Navigate to Your Orders: Find the “My Orders” section in your account profile.
3. Select the Item: Choose the specific item you wish to return from your order history.
4. Initiate the Return: Click on “Return Item” or a similar link. You’ll be asked to select a reason for the return from a dropdown menu.
5. Choose Refund Method: Select if you want a refund to your original payment method or if you prefer store credit. Note that refunds to payment methods can take longer to process.
6. Print Your Label: Away will provide a prepaid return shipping label. You must print this label. As of now, they do not offer QR code returns at drop-off locations.
7. Pack the Item Securely: Place the luggage and all its components back into its original packaging. If you no longer have the box, use a sturdy box that will protect the suitcase from damage in transit. Attach the printed label clearly on the outside.
8. Drop Off the Package: Take the packaged return to a UPS drop-off location. It is highly recommended that you get a drop-off receipt from UPS as proof you shipped the item.
How Long Do Refunds Take?
Once Away receives your return at their warehouse, they will inspect it. This inspection process typically takes 5-7 business days. After approval, your refund is issued. The timing then depends on your bank or credit card company:
* Store Credit: Issued almost immediately via email after approval.
* Credit Card Refund: Can take 5-10 business days to appear on your statement after Away issues it.
* PayPal Refund: Usually appears within 3-5 business days.
Remember, the 100-day clock is based on the ship date, not the delivery date. Always initiate the return well before the deadline to account for shipping and processing times.
Understanding the Away Luggage Exchange Policy
Sometimes you just need a different color or size. Away’s exchange process is essentially a return followed by a new purchase. They do not offer direct, simultaneous exchanges.
To exchange an item, you should first initiate a return for the item you don’t want. Once the return is processed and you receive your refund or store credit, you then place a new order for the desired item. Using store credit can speed this up, as it’s issued faster than a card refund.
This two-step process means you need to be mindful of inventory. If you’re eyeing a popular color, it might sell out while your return is processing. Some customers choose to order the new item immediately and handle the return separately to secure the wanted item, but this requires having the funds available upfront.
Exceptions and Special Cases
A few situations require extra attention. Sale items or final sale products are often marked as non-returnable. Always double-check the product description before buying a discounted item. Also, personalized luggage (with monograms) is almost always final sale and cannot be returned unless it is defective.
For items purchased with a gift card, the refund will be issued back as store credit. If you used a combination of payment methods, the refund is usually split accordingly across those methods.
The Away Warranty vs. The Return Policy
It’s vital to distinguish between the return policy and the lifetime warranty. The 100-day Away luggage return policy is for change-of-mind purchases. The Lifetime Limited Warranty is for manufacturing defects that occur after the return window has closed.
Away guarantees its products against manufacturing defects in materials and workmanship for the lifetime of the product. If your suitcase zipper breaks, a wheel fails, or a handle malfunctions due to a manufacturing issue, you can file a warranty claim even years after purchase.
How to File a Warranty Claim:
1. Contact Away Customer Experience via email or their online form.
2. Provide your order number (if available) and photos/videos clearly showing the defect.
3. Describe the issue and how it occured.
4. The warranty team will review your claim and, if approved, will typically repair or replace the item at no cost to you.
The warranty does not cover damage from airlines, mistreatment, or normal wear and tear. Scratches, cuts, or stains aquired during travel are generally not covered.
Tips for a Smooth Return Experience
Following these tips can help ensure your return is processed quickly and without any hickups.
* Keep the Original Packaging: If possible, keep the box and all interior packaging for at least the first 100 days. It makes repacking much safer and easier.
* Document Everything: Take a photo of your packed return, the attached label, and your UPS drop-off receipt. This provides proof if the package gets lost.
* Initiate Early: Don’t wait until day 99. Start the process by day 90 to ensure you meet all deadlines.
* Read the Fine Print: Before buying, always review the product page for any “final sale” notices, especially during holiday promotions.
* Remove Personal Items: Double-check every pocket! People often forget phone chargers or documents in their bags.
What About International Returns?
If you purchased from an Away website serving a country other than your own (e.g., you’re in the UK but bought from the US site), you may be responsible for return shipping costs and any import duties. These costs are often non-refundable. It’s usually best to purchase from your local regional site to simplify potential returns.
For international returns to Away’s main warehouse, you will likely need to cover the cost of return shipping yourself, which can be expensive for a suitcase. Always contact their customer service first to understand the full costs and process.
Common Reasons Returns Get Delayed or Denied
Away’s inspection is thorough. Here are common reasons a return might be rejected:
* Visible Use: Scuff marks on the shell, dirt on the wheels, or a wrinkled interior lining.
* Missing Parts: Forgetting to include the removable battery, laundry bag, or tags.
* Damage in Return Transit: Poor packaging leading to new dents or tears.
* Missing Original Label: The luggage’s original fabric tag with the product info was cut off.
* Past the 100-Day Window: Even by one day. The system is automated on this point.
If your return is denied, Away will ship the item back to you at your cost. You then have the option to pursue a warranty claim if the issue is a defect.
Frequently Asked Questions (FAQ)
Q: How long is the Away return policy?
A: You have 100 days from the date your order ships to initiate a return for a full refund.
Q: Can I return Away luggage to a physical store?
A: Yes, you can return online purchases to any Away retail location within the 100-day window, provided you have your order confirmation. This is often the fastest way.
Q: Does Away offer free return shipping?
A: For returns within the US and for orders placed on most regional sites, Away provides a prepaid return label. Always check your return instructions to confirm.
Q: What if my Away luggage is damaged when it arrives?
A: Contact Away Customer Experience immediately. Do not initiate a standard return. They will likely handle this as a damaged-in-transit or defective item and send a replacement promptly.
Q: Is the Away luggage warranty really lifetime?
A: Yes, Away offers a Limited Lifetime Warranty against manufacturing defects for the lifetime of the product. It’s a seperate program from the return policy.
Q: Can I return a used suitcase if I didn’t like it?
A: No. The suitcase must be in like-new, unused, and resalable condition. Light testing at home is generally fine, but any signs of travel (airline tags, scuffs, etc.) can void the return eligibility.
Q: What is Away’s exchange policy?
A: Away handles exchanges as a return and a repurchase. You return the original item for a refund and then place a new order for the item you want.
Q: Are all Away products covered by the 100-day policy?
A: Most are, but always check. Final sale, personalized, and some heavily discounted items are explicitly marked as non-returnable.
Knowing the ins and outs of the Away luggage return policy empowers you as a shopper. The 100-day window is generous, but the conditions are strict. By keeping your suitcase in pristine condition during that trial period, saving all packaging, and acting promptly, you can navigate the process smoothly. For issues beyond simple returns, the Lifetime Warranty provides long-term peace of mind for manufacturing flaws. Always purchase directly from Away for the simplest experience, and don’t hesitate to reach out to their customer service if you have any unique situations. With this knowledge, you can choose your perfect travel companion with assurance.