Understanding the Away return policy is the first step to a stress-free shopping experience. Whether you’re unsure about a suitcase size or need to exchange a color, knowing the rules helps you shop with confidence.
This guide breaks down everything you need to know. We’ll cover return windows, conditions, step-by-step instructions, and what to expect with refunds. Our goal is to give you clear, practical information so you can make the best decisions for your travel needs.
Away Return Policy
Away’s policy is designed to be straightforward for customers. They offer a generous window for returns and exchanges on most items. It’s important to note that the policy applies to purchases made directly from Away, whether online or in their retail stores.
Third-party retailer purchases have different rules. You would need to contact that store directly for their specific policy.
What Items Are Eligible for Return?
Most Away products can be returned or exchanged. This includes their popular suitcases, bags, and travel accessories. Items must be in like-new condition to qualify.
- Suitcases (Carry-Ons, Checked Bags)
- Everyday bags (Totes, Backpacks)
- Travel accessories (Packing Cubes, Toiletry Kits)
- Apparel and other soft goods
What Is the Return Timeframe?
Away typically offers a 100-day return period. This gives you more than three months to decide if your purchase is right for you. The count starts from the day you receive your order.
Always double-check the current policy on their website, as terms can occasionally update. This is especially true for seasonal or promotional items, which might have a shorter window.
Condition Requirements for Returns
Your item must be in its original, unused state to be accepted. Away needs to be able to resell it as new. Here’s what they look for:
- All original tags and labels are attached.
- The item has not been used, worn, or damaged.
- It is in its original packaging, including any dust bags or boxes.
- The product is clean and free of any odors or stains.
For suitcases, this means the wheels and handles should show no signs of wear. The shell should be completely free of scuffs or scratches.
What About Damaged or Defective Items?
The 100-day policy still applies to items that arrive damaged or are defective. In these cases, you should contact Away Customer Experience immediately. They will guide you through a separate process, which often involves a replacement rather than a standard return.
You will likely need to provide photos of the damage or defect. Away’s team is generally responsive and aims to resolve these issues quickly for you.
How to Start a Return or Exchange
You must initiate all returns and exchanges through Away’s online portal. You cannot just ship an item back without authorization. Follow these steps:
- Go to the Returns & Exchanges page on the Away website.
- Enter your email address and order number to find your purchase.
- Select the item(s) you wish to return or exchange.
- Choose your reason and select either a refund or an exchange for a different color/style.
- Review and submit your request.
Once submitted, you’ll receive a prepaid return shipping label via email. You have 14 days from the label creation date to ship the item back.
Packaging Your Return
Proper packaging is crucial for your return to be accepted. Follow these tips:
- Repackage the item in its original box and packaging materials if possible.
- Securely seal the box with packing tape.
- Attach the provided return label clearly on the outside of the box. Cover any old labels.
- Drop the package off at the designated carrier (usually UPS or USPS). Get a drop-off receipt for your records.
Understanding Refunds and Processing Times
Refunds are issued to the original payment method used for the order. Here’s the typical timeline:
- Processing: Once Away receives your return, it takes about 5-7 business days for their warehouse to inspect the item.
- Refund Issuance: After approval, your refund is processed immediately.
- Bank Processing: It can then take 5-10 additional business days for the refund to appear on your credit card or bank statement.
Exchanges follow a similar processing timeline. The new item will ship out once the return is received and approved. You will get a tracking number for your replacement.
Are There Any Return Fees?
Away provides free return shipping within the United States. This is a significant benefit, as many companies deduct return shipping costs from your refund.
For international returns, you are typically responsible for any customs duties, taxes, and return shipping costs. These fees are non-refundable. It’s best to contact their support before initiating an international return to understand the full cost.
What Items Are Final Sale?
Some items cannot be returned. Always look for a “Final Sale” note on the product page before buying. Common final sale items include:
- Products marked as “Final Sale” or “Last Chance.”
- Gift cards.
- Opened or used electronics, like their portable chargers (due to hygiene reasons).
- Items purchased during certain promotional events may be final sale.
Tips for a Smooth Return Experience
- Keep all packaging until you’re sure you’re keeping the item.
- Initiate your return well before the 100-day deadline to account for shipping time.
- Use the provided prepaid label to ensure tracking and proper routing.
- Save your return tracking number and drop-off receipt until you see the refund in your account.
- If you’re exchanging, be aware that the new item’s availability is not held, so popular colors might sell out during the return process.
What About Warranty Claims?
Away’s return policy is separate from their warranty. The Limited Lifetime Warranty covers functional damage to suitcases and bags under normal use for the lifetime of the product.
A warranty claim is for an item that broke while you were using it as intended. A return is for an unused item you’ve decided not to keep. The processes are different, so contact Away’s support team to determine which path is correct for your situation.
Holiday and Seasonal Return Extensions
Away often extends its return window for purchases made during the peak holiday season. For example, items bought in November and December might have a return deadline in late January.
Always verify the specific return-by date for holiday purchases on your receipt or the policy page at the time of purchase. This information is usually prominently displayed during the sales season.
Frequently Asked Questions (FAQ)
How long do I have to return an Away purchase?
You generally have 100 days from the delivery date to initiate a return for items in new, unused condition.
Does Away offer free returns?
Yes, they provide a prepaid return shipping label for customers within the United States. International returns may incur shipping costs.
Can I return a suitcase I’ve already used on a trip?
No. To be eligible for a return, the item must be in like-new, unused condition with all tags attached and no signs of wear.
How do I start an exchange for a different color?
Use the online Returns & Exchanges portal. Select the item and choose “exchange,” then pick your new preferred color or style. The replacement ships after your return is approved.
What if my Away product is defective?
Contact Away Customer Experience right away. They will assist you with a warranty claim or replacement for items that are damaged or faulty upon arrival.
How long does an Away refund take?
After they receive your return, inspection takes 5-7 business days. The refund is then issued to your original payment method, which can take another 5-10 business days to post to your account.
Can I return an item to an Away retail store?
Yes, you can return online purchases to a physical Away store. Bring the item in its original condition with your proof of purchase (email receipt or order number). This is often the fastest way to process a return.
What is Away’s policy on returning sale items?
Unless the item is specifically marked “Final Sale,” discounted items are usually eligible for return under the standard 100-day policy. Always check the product page for any special notes.
Knowing the Away return policy inside and out removes the worry from trying new travel gear. Their 100-day window and free return shipping offer ample time and flexibility. By following the steps correctly—initiating the return online, packaging the item carefully, and using the provided label—you ensure a smooth process.
Remember to check for final sale designations before buying, especially during big sales. And if you ever have a unique situation, their customer service team is there to help. With this knowledge, you can shop their collections with the confidence that you’re covered if your plans change.