Warranty
These products bought from Gear & Gate are covered in two ways: by a manufacturer's warranty, and by consumer guarantees under the Australian Consumer Law. The warranty is in addition to your rights under the law. It doesn't replace or limit them.
Manufacturer's warranty
A manufacturer's warranty is a promise that a product will be free from defects in materials and workmanship, as long as it is used normally.
Every product we sell is covered for 1 year from the day it is delivered to you. That single term applies across the range: luggage, packing cubes, anti-theft bags, wallets and accessories, footwear, apparel and electronics.
We process warranty claims ourselves. Contact us rather than the manufacturer, and we will handle it from there.
The 1 year runs from the date your order is delivered, not the date you ordered.
Your rights under the Australian Consumer Law
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.
In practice, this means:
- For a major failure, you can choose a refund or a replacement.
- For a minor failure, we can choose to repair, replace or refund.
Consumer guarantees aren't tied to the warranty period. How long they last depends on what a reasonable person would expect from that type of product at that price, so you may still have rights after the warranty has ended.
What the warranty typically doesn't cover
Manufacturer's warranties on luggage and bags commonly exclude:
- Normal wear and tear, such as scuffs, scratches and marks on hard shells, and fading or fraying that develops with use over time
- Damage from misuse, overpacking, or using a product for something it wasn't designed to do
- Damage caused by airlines, baggage handlers or other carriers
- Damage from accidents, fire, or immersion in water
- Products that have been repaired or modified by someone other than the manufacturer or its approved repairer
- For electronics, the gradual loss of battery capacity that comes with normal use
Gear & Gate adds no exclusions of its own. If a product has a genuine manufacturing fault, we will help you claim it, and your consumer guarantees under the Australian Consumer Law apply either way. The exclusions listed above are the usual ones for luggage, bags and footwear, and they come from the manufacturer, not from us.
If your case is damaged on a flight, report it to the airline as soon as you can. Airlines set their own deadlines for damage reports, so check your airline's conditions.
These exclusions apply to the manufacturer's warranty only. They don't limit your consumer guarantee rights if a product has a genuine fault.
How to make a claim
- Email us at info@gearandgateshop.com with your order number and a short description of the problem.
- Attach clear photos showing the fault, the whole product, and any product label or code.
- Include proof of purchase. Your order number or the order confirmation email we sent you is enough.
- We may ask you to send the product in for assessment. We cover that postage, as we do for returns.
- Claims are usually assessed within 2 business days. We'll let you know the outcome, and whether the product will be repaired, replaced or refunded.
If you're not sure whether a problem is covered, contact us anyway. We'd rather look at it than have you go without.