Warranty

Effective July 2025. Purchases made before this date are covered by the warranty terms published at the time of purchase.

Every TRVLR case is built to be used. We back that with a lifetime warranty, and we are clear about exactly what lifetime means.

What lifetime means

Lifetime means the working life we design each component to deliver under normal use. It is a property of the product, not the purchaser. Different materials have different working lives, so each component carries its own defined period, measured from the date of purchase.

Polycarbonate shell: 10 years. Covers cracking, splitting or structural failure of the shell not caused by impact, mishandling or abnormal use.

Wheels, telescopic handle, zippers, closures and carry handles: 5 years. Covers failure to roll, extend, retract, lock, open or close under normal use.

Interior lining and fittings: 5 years. Covers seam failure and detachment under normal use.

Smart features: 2 years. Covers failure of the in-built scale, the Find My & Find Hub tracking electronics. Gradual loss of battery capacity is a characteristic of lithium batteries, not a defect.

These periods describe our voluntary warranty. They do not limit your rights under the Australian Consumer Law, which may apply for a longer period depending on the product and the nature of the failure.

Other TRVLR products

Voyager Duffel: 2 years. Covers defects in materials and workmanship. Creasing is a natural characteristic of vegan leather and is not a defect. Wiping the area with a damp cloth reduces creasing.

TRVLR Tracker: 12 months. Covers defects in workmanship, including glass separating from the housing. Glass cracking from impact is not covered. A tag holder or case protects the tracker in transit.

Travel accessories are covered by the consumer guarantees under the Australian Consumer Law.

What normal use means

This warranty applies to products used the way a reasonable traveller would use them. That means:

  • Carrying personal belongings during travel
  • Packing within your case's recommended load. The built-in ScalePro scale makes this easy to check
  • Rolling on the surfaces luggage is designed for: terminals, pavement, platforms and floors. Repeated dragging over gravel, stairs or rough ground wears any case in ways that are not defects
  • Storing your case away from extreme heat and moisture between trips

Use beyond this, including overloading and misuse, may affect a warranty claim. Your rights under the Australian Consumer Law are unaffected where a product fails to meet the guarantee of acceptable quality.

What is covered

A manufacturer's warranty covers defects in materials and workmanship: faults in how the product was made, not in how it was used over time.

This warranty covers manufacturing defects present at the time of purchase, and premature failure of a component within its defined lifetime where the failure was not caused by misuse, accident or normal wear.

If a component fails because of how we made it, we will put it right.

What is not covered

  • Normal wear: scratches, scuffs, minor dents and surface marks that come with real travel
  • Damage caused by airlines or baggage handlers where no manufacturing defect is present. See the next section
  • Damage from misuse, overloading, accidents or use outside the product's intended purpose
  • Cosmetic damage that does not affect the function of the product
  • Unauthorised repairs or modifications

To the extent permitted by law, we are not liable for indirect or consequential loss. Nothing in this warranty excludes or limits your rights under the Australian Consumer Law.

Airline damage

If your case is damaged in an airline's care, the claim belongs with the airline. Carriers are responsible for baggage in their custody under their conditions of carriage and the conventions that govern air travel.

Report the damage at the airline's baggage services desk before you leave the airport. Most airlines will not accept a damage claim lodged more than seven days after your flight, and claims lodged at the airport succeed far more often.

If you are unsure how to proceed, contact us. We will help you understand your options. And if the damage points to a manufacturing fault rather than mishandling, we will assess it under this warranty.

How to make a claim

No registration required. Your order is your record.

  1. Email support@trvlrluggage.com with your order number, a description of the fault, and photos or a short video.
  2. In most cases we can assess a claim from photos alone, so you will not need to send your case anywhere.
  3. If your claim is accepted, we will repair or replace the product, or provide a refund where the Australian Consumer Law requires one.

If you no longer have your order confirmation, a bank or card statement showing the purchase is usually enough. If your TRVLR was a gift, the original order details from the purchaser will do.

Claims are assessed by our team acting reasonably. If you disagree with an assessment, you can seek independent review through the consumer protection agency in your state or territory.

Where a claim is accepted under the Australian Consumer Law, we cover the reasonable costs of returning the product to us. For voluntary warranty claims outside the Australian Consumer Law, we will confirm any shipping arrangements with you before anything is sent.

If your product is discontinued

Colourways change. If your exact product or colour is no longer available when a claim is accepted, we will offer a replacement of equivalent specification in an available colour, or a store credit or refund, at your election.

Who this warranty covers

This warranty applies to the original purchaser, and to anyone who receives a TRVLR product new as a gift, supported by the original proof of purchase. It does not transfer on resale. This does not affect any rights a later owner may have directly under the Australian Consumer Law.

Where this warranty applies

This warranty applies to products purchased from trvlrluggage.com or an authorised TRVLR stockist in Australia, and is governed by Australian law.

Your rights under the Australian Consumer Law

This warranty is provided in addition to your rights under the Australian Consumer Law and does not limit them in any way.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For more information, visit accc.gov.au or call the ACCC on 1300 302 502.

This warranty is given by TRVLR & Co Pty Ltd,

Wantirna South VIC 3152.

Email: support@trvlrluggage.com.

 

Last updated: July 2025.