Each week we receive calls and emails asking us what is covered by suitcase warranties. Nearly all suitcase manufacturers offer a limited warranty and we will explain what is and isn't covered in 2 sections below: Suitcase Components and Suitcase Shells. This article is meant as general guidance and manufacturers will inspect the case and reserve the right to reject claims if they feel the damage has not been caused in ‘general wear and tear’.
Suitcases manufacturers rigorously their products to meet the needs of modern travellers, but occasionally a component can break such as a zip, a handle, telescopic trolley handle, integrated lock or wheels. In these instances the manufacturer will inspect the product during the warranty period and either fix or replace the product.
An important aspect of warranties that all travellers should be aware of, especially air travellers, is the suitcase shell (both hard-sided or soft-sided). Most warranties do not cover damage to the shell of a suitcase unless it is caused by a manufacturing defect. Manufacturers put their cases through stringent tests, but if a case is subjected to extreme stress during travel, such as coming in contact against a sharp object at force, then cracks and rips can occur. We receive calls from customers in this situation who are unaware of warranty conditions, so we recommend the following steps:
There are some manufacturers who offer guarantees that include damage caused by airlines, for example Briggs & Riley and certain products by Victorinox.
Your Go Places order confirmation email acts as your proof of purchase for warranty claims.
Which? have written a good article on luggage that has been damage by airlines: https://www.which.co.uk/consumer-rights/advice/the-airline-has-lost-or-damaged-my-bag-what-can-i-do
More information on specific manufacturer warranties:
Briggs & Riley: https://www.briggs-riley.com/customer-care/lifetime-guarantee/
American Tourister: https://www.americantourister.co.uk/our-guarantee.html