At Samsonite Australia, we aim to make the returns and refunds process simple, transparent, and easy to understand. This page explains how returns, refunds, replacements, and faulty product claims are handled for products purchased through the Samsonite Australia website.
For products purchased through other retailers or stores, please refer to our general service and warranty information.
We accept change of mind returns within 30 days of the date your order is delivered.
To be eligible for a return, the product must be returned in its original condition and accompanied by all included materials, such as:
A product is considered to be in original condition when:
Products returned for change of mind reasons that do not meet these conditions may not qualify for a refund - Read more about Return Shipping Fee.
Customers are responsible for the shipping costs associated with both the original delivery and the return shipment when returning an item due to a change of mind.
Refunds will be issued via the original payment method used at the time of purchase.
Returning an item to Samsonite Australia is designed to be straightforward and transparent.
Simply follow the 3 steps below to ensure your return is processed as quickly and efficiently as possible.
To begin a return, please complete our online return form and include:
Once your request is submitted, our Customer Service team will review the information provided.
We aim to respond to return requests within 3 to 5 business days.
If your return request is approved, our team will contact you to process the payment for your return shipping label.
Once complete, you will receive:
Please do not return products before receiving return instructions.
Products should be securely packaged to prevent damage during transit.
If the return is due to change of mind, customers are responsible for return shipping costs.
Once your item is received, our team will inspect the product to confirm the item's condition and eligibility for return. If additional information is required, our team will contact you directly.
Approved refunds are typically processed within 14 business days from the returned product being received and inspected.
Refund processing times may vary depending on payment providers; banking institutions, seasonal return volumes, product assessment requirements and other circumstances beyond the control of Samsonite.
If your return cannot be approved, we will contact you directly to provide any available next steps where possible.
If your item arrives damaged, faulty, or incorrect, please contact our Customer Service team as soon as possible so we can assist with resolving the issue promptly.
Samsonite Australia takes great care to ensure all products meet high quality standards. If you believe your product has a manufacturing fault, our team will guide you through the assessment and return process.
Depending on the outcome of the inspection, available remedies may include:
Where required, customers may be asked to provide photographs or additional information to assist with the evaluation process.
Commercial warranty coverage may not apply to:
If an issue is determined to fall outside warranty coverage, our team will contact you directly and provide available support options.
Our goods come with guarantees that cannot be excluded under 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 goods repaired or replaced if the goods fail to be of acceptable quality, and the failure does not amount to a major failure.
These rights apply independently of any commercial warranty offered by Samsonite Australia.
If you need assistance with a return, refund, or warranty enquiry, please contact our Customer Service team.
Products used during travel or showing signs of use may not qualify for a change of mind return. Please contact Customer Service if you are unsure about your item’s eligibility.
We can waive this fee if you place a new order for a similar item on our online store before returning the item.
Approved refunds are generally processed within 14 business days after the returned item has been received and inspected.
Original packaging is recommended where possible to help protect the item during return transit.
Products returned without original tags or included accessories may not qualify for a refund.
Please contact Customer Service as soon as possible after delivery so we can arrange a resolution.