PRODUCT WARRANTY POLICY

MANDATORY NOTICE UNDER AUSTRALIAN CONSUMER LAW (ACL):

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. The benefits given by our Commercial Warranty below are in addition to other rights and remedies under Australian Consumer Law.

WARRANTY DURATION & ELIGIBILITY

Stargo provides an Official Commercial Warranty against defects in materials and workmanship under normal use, effective from the original date of purchase.

Product Category

Commercial Warranty Duration

All Products (Suitcases, Backpacks, Bags & Accessories)

The specific warranty period for each item is clearly specified on the product hangtag attached to the item or listed under the "Product Features" section on our official website (www.stargo.com.au).


Eligibility Requirements:

  • Authenticity: The product must be a genuine Stargo/ Sakos item purchased directly from Stargo AU store/ website or an Authorized Stargo Retailer.
  • Proof of Purchase: Claims must be submitted within the specified warranty period accompanied by valid Proof of Purchase (Tax Invoice, Store Receipt, or Order Confirmation Number).
  • Statutory Rights: For products that do not carry an extended commercial warranty, statutory rights under Australian Consumer Law (ACL) still fully apply for any manufacturing defects present upon purchase.

 

WHAT IS COVERED (COMPLIMENT WARRANTY SERVICE)

Our commercial warranty covers functional manufacturing defects arising from faulty materials or production errors. Verified warranty services (repair, replacement parts, or item replacement) are provided free of charge for the following core components:

  • Trolley & Pull Handle Systems: Breakage, mechanical jams, or structural failure of the telescoping pull-handle mechanism.
  • Double Caster Wheel Systems: Structural failure, detachment, or breakage of the wheel system and wheel housings.
  • Zippers & Sliders: Functional failure, teeth separation, or breakage of main compartment zippers and sliders.
  • Stitching & Construction: Structural seam failures, unravelling stitching, or major body panel split due to factory assembly defects.

 

WHAT IS NOT COVERED UNDER WARRANTY

Our commercial warranty is designed to cover manufacturing flaws and does not extend to damage resulting from external factors, improper care, or normal travel wear:

  • Transport & Airline Handling Damage: Cracks, crushed frames, punctures, or broken hardware caused by airlines, transit authorities, or third-party baggage handlers. (Claims for transit damage should be filed directly with the transport carrier at the terminal).
  • Cosmetic & Surface Wear: Surface scratches, scuffs, dents, fabric abrasion, stains, or color fading resulting from normal travel use.
  • Lock Combination & User Misuse: Lock resets or forgotten combination codes for TSA/combination locks. (Physical manufacturing defects of the lock mechanism itself remain covered).
  • Accidental & Environmental Damage: Damage caused by accidents, drops, high impacts, overloading beyond weight capacity, exposure to extreme heat, acids, harsh chemical solvents, or unauthorized product repairs/modifications.

OUT-OF-WARRANTY REPAIR/ CHARGEABLE SERVICE

If your product encounters any of the excluded conditions above, please don't hesitate to reach out to us at support@stargo.com.au. Our technical team will be happy to assess the extent of the damage and provide a quote for our paid repair and replacement parts service to get your product back on the road.

 

WARRANTY CLAIM PROCESS & SERVICE TIMELINE

  1. Submit Your Claim: Email our Customer Support team at support@stargo.com.au with your Order Number / Proof of Purchase and clear photos or videos demonstrating the defect.
  2. Assessment & Instructions: Our team will evaluate your claim. If approved for inspection or repair, we will provide instructions and a prepaid return shipping option to our Service Centre.
  3. Service & Turnaround: Warranty repairs or replacements are typically completed within 5 to 10 business days upon arrival at our Service Centre, depending on component availability and repair complexity.

CONTACT CUSTOMER SUPPORT

  • Email: support@stargo.com.au
  • Phone: +61 420 309 787 (MON to FRI/ 9.00 AM - 6.00PM)
  • Business Address: Unit 1/ 90 Cranwell St, Braybrook, VIC 3019, Australia