Warranty Policy

 

At KiwiBag, we build luggage that lasts. Every bag is crafted to go the distance—trip after trip, year after year. We proudly stand behind the quality of our products and offer a clear, trustworthy warranty so you can travel with confidence.

Warranty Coverage Overview

Your KiwiBag product is protected against manufacturing defects in materials and workmanship, for the period listed below:

Product Type Warranty
PC Suitcases 10-Year Warranty
PP Suitcases 5-Year Warranty
Leather Bags 1-Year Warranty

This warranty covers factory-related defects affecting functionality, such as:

  • Structural defects

  • Handle, wheel, or hardware failure due to manufacturing faults

  • Broken locks, stitching defects, or component faults not caused by misuse

If a covered defect appears, we will repair or replace the item or affected part.

What is Not Covered

This warranty does not cover:

  • Damage caused by airlines, couriers, and transport handlers

  • Cracks, dents, stains, or tears caused by impact or misuse

  • Normal wear and tear, cosmetic marks, or colour fading

  • Overloading, improper storage, or accidental damage

  • Third-party repairs or product alterations

  • Water, chemical, or heat damage

  • Leather ageing, patina, or texture variation (normal characteristics)

If your suitcase is damaged during transit, please contact the airline immediately — airlines are responsible for compensation under international travel rules.

Airline Damage Policy

Airlines and transport carriers are responsible for luggage damage caused in transit. If your suitcase is damaged during a flight or baggage handling, please:

  1. Report the issue to the airline as soon as you receive your luggage

  2. File a claim through the airline’s baggage damage process

  3. Request written confirmation of your claim

Our team can provide supporting documentation if needed.

How to Make a Warranty Claim

To submit a claim, contact our support team with:

  • Order number or proof of purchase

  • Photos or a short video showing the issue

  • A brief description of the fault

Email: info@kiwibag.co.nz
Our team will respond within 48 hours and guide you through the claim process.

Leather Care Guide

  • Avoid prolonged sun exposure

  • Protect from oils, chemicals, and rain

  • Use a leather conditioner periodically

  • Store in a cool, dry place when not in use

Leather is a natural material — slight variations in colour and texture are normal and part of its character.

Your Rights Under NZ Law

This warranty is offered in addition to your rights under the New Zealand Consumer Guarantees Act (CGA). Your statutory consumer rights remain fully protected.