SERVICE & WARRANTY POLICY

I. WARRANTY DURATION & CONDITIONS

STARGO provides an Official Warranty against defects in materials and workmanship, effective from the original date of purchase:

Warranty Duration Applies To
2-Year Warranty Applies to all Fabric Suitcases
1-Year Warranty Applies to all Plastic Suitcases, Travel Backpacks, Laptop Backpacks, Foldable/Multi-purpose Bags
No Warranty Applies to Fashion Canvas Bags and Accessories


Important: The product must be a genuine STARGO item, within the specified warranty period, and be accompanied by valid Proof of Purchase (original receipt or order number)

II. WHAT IS COVERED (FREE WARRANTY SERVICE)

Our warranty exclusively covers defects that arise from faulty materials or manufacturing errors under normal use. Free service includes replacement or repair of the following core functional components:

  • Double Caster Wheel System: Structural failure or breakage of the wheel system.

  • Pull Handles/Trolley System: Breakage or malfunction of the telescoping pull handle mechanism.

  • Zippers and Sliders: Failure or breakage of main compartment zippers and sliders. 

  • Stitching and Workmanship: Faulty stitching, seams, or structural failures of the main body due to factory defects.  

III. EXCLUSIONS & CHARGEABLE SERVICE

The warranty does not cover components damaged due to external factors, misuse, or general wear and tear:

  • Suitcase Body: The plastic shell, fabric body, and interior lining are not covered against scratches, dents, abrasion, cuts, tears, or fading.

  • TSA Locks & Security: We do not provide warranty coverage or key assistance for TSA/Combination locks. Customers are responsible for remembering their chosen combination code.

  • Transit Damage: Damage caused by airlines, baggage handlers, or any third-party during transport or handling.

  • Accidental Damage: Damage caused by fire, explosion, natural disaster, chemical/acid exposure, unauthorized modifications, or improper use/overloading.

IV. CLAIM PROCESS & TIMELINE

1. Contact Us: Email our Customer Service team at support@stargo.com.au with your Order Number and evidence (photos/video) of the defect.

2. Assessment: Our team will assess the claim and provide instructions for prepaid return shipping to our Service Centre.

3. Service Time: Once received, warranty service is typically completed within 5-10 business days, depending on the complexity of the repair and parts availability.