We’re committed to complying with Australian Consumer Law (ACL).

When you buy from Luggage Direct, your purchase comes with automatic consumer guarantees. These guarantees apply in addition to any manufacturer’s warranty and cannot be excluded.

Your Consumer Rights

Under Australian Consumer Law, you’re entitled to:

• A refund or replacement for a major failure – for example, if the product is unsafe, very different from its description, or cannot be fixed within a reasonable time.
• A repair or replacement for minor issues – if the product fails to meet acceptable quality but the problem isn’t major.

These rights may apply even after any voluntary manufacturer’s warranty ends.

Damage caused by misuse, neglect, or by third parties (like airline baggage handlers) is not covered under consumer guarantees or manufacturer’s warranties.

Manufacturer’s Warranty

Most products also include a manufacturer’s warranty for defects in materials or workmanship, valid for the period stated by the manufacturer.

This warranty is in addition to your ACL rights. It’s a voluntary extra provided by the brand, not a replacement of your consumer guarantees.

How to Make a Warranty or Consumer Guarantee Claim

You can always contact Luggage Direct first for any warranty or consumer guarantee claim.

Contact us

• Email ask@luggagedirect.com.au or call 1300 584 424
• Include your name, order number/tax invoice, a brief description of the issue, and photos if possible.

 Visit us in store

•  Bring your product and proof of purchase to any Luggage Direct store, and we’ll assist you.

We are committed to helping you through the process

• We’ll assess the issue and, if needed, liaise with the manufacturer or an authorised repairer on your behalf.
•  If the product requires return shipping for assessment or repair, you’ll need to package it securely and cover shipping to us (unless otherwise required by law).
• We do ask for your patience as manufacturer policies and processes all differ and can take time.

Need a faster resolution?

If you prefer, you can also contact the manufacturer or authorised repairer directly under their warranty terms. This is completely optional – you can still choose to go through Luggage Direct.

Important Notes

• Product sizes, weights, and volumes on our site are based on manufacturer information. Minor variations may occur.
• Airline or courier transit damage should be claimed directly with the carrier.
• We ask for your patience as manufacturer policies and processes all differ and can take time.
• We’ll always work with you and the manufacturer to provide a fair, prompt resolution.