Warranty, Repairs & Problems

All Zoomlite products have a 12-month warranty from the date of purchase against defects in materials and workmanship. That includes power banks and GaN chargers. Glide, Glide Elite and NEOS luggage has a longer warranty: see Do suitcases have a longer warranty?

Covered

• Structural faults in frames, supports and handles on a new or lightly used product
• Hardware faults such as buckles, clasps and D-rings that fail from a production fault
• Stitching and seams that fail from new or after minimal use
• Zips with a manufacturing fault, such as a faulty slider from new
• USB ports and charging features that do not work on arrival

Not covered

• Damage by airlines, baggage handlers or in transit (claim with the airline or your travel insurer)
• Impact damage, wear and tear, fading and cosmetic marks from normal use
• Zips damaged by forcing, overfilling or snagging
• Products used for something other than their purpose

Making a claim

No registration is needed. Your order confirmation email is your proof of purchase. If the product was a gift, ask the giver for the order number. Then follow What should I do if my product is faulty or damaged?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. This warranty is in addition to those rights. Full terms: warranty terms.

Glide, Glide Elite and NEOS luggage comes with a 10-year warranty covering manufacturing defects in the wheels, handles and zips.

• Wheels: faults caused by a manufacturing defect, such as a wheel pin failing with no sign of impact.
• Handles: production faults in carry handles or telescopic handles.
• Zips: failures caused by a production fault.

Not covered

Airline and transit damage, impact damage to the shell or corners, misuse, and normal wear such as scuffs, scratches and dents. Shell cracks are assessed case by case: send photos and details of when you noticed it, and we will advise what help is available.

Making a claim

Email us with your order number, the model, a description, when you first noticed the issue, and photos of the front, back, the affected area and the base showing all wheels. Do not send the case back until we ask. See What should I do if my product is faulty or damaged?

This warranty is in addition to your rights under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to have goods repaired or replaced if they fail to be of acceptable quality.

Contact us before returning anything. Many problems can be sorted without a return.

Step 1: Send us the details

Email help@zoomlite.com.au with:

• Your order number
• A short description of the problem and when you noticed it
• Photos: a close-up of the fault and the whole product from all sides. For suitcases, add one photo of the base showing all wheels. If it arrived damaged, include the packaging.

Step 2: Assessment

Our team reviews your photos within 2 business days. We look at the nature of the fault, how long you have had the product and whether it is consistent with a manufacturing defect.

Step 3: Next steps

We email you with what happens next. If a return is needed, we tell you how and who covers the return shipping as part of the assessment.

Keep the product and its packaging until the matter is resolved. For what the warranty covers, see What warranty do you offer?

Airline and baggage-handler damage is not a manufacturing fault, so it is not covered by warranty. The airline is responsible, and acting quickly matters.

1. Check your case at the carousel and report damage to the airline's baggage desk before you leave the airport.
2. Get a written damage report and keep your baggage tag and boarding pass.
3. Photograph the damage.
4. Lodge the claim with the airline, or with your travel insurer if you have cover.

Need the case fixed? We stock spare parts for most models. See Can I get spare parts or a repair?

Yes. We carry spare parts for our luggage, and many components such as wheels and handles are straightforward to replace at home.

Email help@zoomlite.com.au with your model, your order number if you have it, and photos of the part and the problem. We will tell you which part fits, whether it is covered, and the cost if it is not.