Away Return Policy and Refund Guide for Easy Exchanges
Investing in a premium suitcase is a big decision. Before spending $300 or more on high-quality luggage, you want to know what happens if the size isn't right, the color looks different in person, or it gets scuffed on its very first trip. Fortunately, the Away return policy is designed to take the stress completely out of buying luggage online.
This comprehensive guide covers everything you need to know about Away’s famous 100-day trial for 2026. Whether you need to figure out how to return a used suitcase, find out if you need the original box, or simply understand how refunds work, we have you covered.
Away Return Policy Overview: Quick Facts
If you are packing for a trip or standing in line at the post office, here is a fast look at how returns work at Away.
| Topic | Details |
|---|---|
| Return Window | 100 days from the date of delivery (The 100-Day Trial) |
| Eligible Items | Suitcases and travel bags (used condition allowed); Accessories (must be unused with tags) |
| Return Methods | Mail-in (via UPS) or drop-off at official Away retail stores |
| Refund Methods | Original payment method or Away store credit |
| Non-returnable Items | Personalized items, engraved tags, final sale items, gift cards |
| Fees | $0 return shipping (in US, UK, CA, EU, AU) and $0 restocking fees |
Overview of the Away Return Policy
Away operates on a direct-to-consumer model, meaning they want you to feel completely confident buying a suitcase you haven't seen in person yet. To eliminate this risk, they offer an incredibly generous return window known as the 100-day trial.
However, the rules change depending on exactly what you bought. Use this visual decision matrix to see if your item is eligible for return:
| Item Category | 100-Day Trial Applicable? | Required Condition | Cost of Return Shipping | Exclusions |
|---|---|---|---|---|
| Suitcases & Travel Bags | Yes (100 Days) | Used / Traveled-with | Free | Personalized or Engraved |
| Accessories & Apparel | Yes (100 Days) | Unused (Tags attached) | Free | Final Sale items |
| Collaborations / Limited | Yes (100 Days) | Used / Traveled-with | Free | Unless marked "Final Sale" |
Return Window & Eligibility Requirements
The Standard Return Window
Away gives you exactly 100 days to return or exchange your luggage. For online orders, this countdown clock starts on the date of delivery, not the date you clicked "purchase." This ensures you have a full 100 days with the product in your hands.
Online vs In-Store Return Windows
Whether you purchased your suitcase at awaytravel.com or walked into a physical Away retail store in New York or London, the timeline remains exactly the same. You have 100 days to make your decision.
Conditions for Accepted Returns: The "Used Suitcase" Rule
One of the most common questions shoppers have is: Can I actually travel with my Away bag before returning it?
Yes! Unlike most luggage brands that require bags to remain pristine, Away expects you to test out their suitcases. You can pack it, take it on a flight, roll it on concrete, and fully test it on a trip. Minor scuffs and dirt do not void your 100-day trial for blank suitcases and travel bags.
The Accessory Exception: Please note that the "used" rule does not apply to small items. Travel accessories, packing cubes, toiletry bags, and apparel must be returned in brand-new, unused condition with all original tags attached.
Can I Return My Suitcase Without the Box?
Many people living in apartments throw away the massive cardboard shipping box the day their suitcase arrives. If you decide to return your bag later, you can still return it without the original box.
While Away highly prefers you use the original packaging, discarding it does not void your policy. However, you will be responsible for sourcing a new, appropriately sized cardboard box to safely ship the suitcase back via UPS.
How to Return Items to Away
Returning your luggage is a simple process. Here are step-by-step instructions for both returning in-store and returning by mail.
In-Store Return Process
If you live near an official Away retail location (such as stores in Los Angeles, Chicago, Boston, or London), an in-store return is the fastest way to get your money back.
- Bring the item you wish to return into the store. You do not need a shipping box.
- Provide your proof of purchase (digital receipt, order confirmation email, or order number).
- A store associate will scan your order and process your refund on the spot.
Online Return Process
If you don't live near a store, you can initiate an online return in just a few clicks.
- Navigate to the official Away Returns Portal at
awaytravel.com/returns. - Enter your 12-digit order number and the shipping ZIP or postal code.
- Select the specific suitcase or accessory you wish to return.
- Choose a reason for your return from the dropdown menu.
- Select "Refund to Original Payment Method" (or choose store credit).
- Download and print the prepaid return label generated by the system.
Mail-In Return Process and Drop-Off
Once you have printed your label, carefully pack your item inside a shipping box. Tape the box securely and attach your prepaid label to the outside. Make sure you cross out or remove any old shipping labels from the box to avoid carrier confusion.
Drop the box off at any authorized UPS drop-off location or hand it directly to a UPS store associate.
Crucial Return Label Instructions (Battery Warning)
If you are returning an older Away "Smart" suitcase model that features an ejectable lithium-ion battery, you must remove the battery from its active electronic dock. Place the battery loosely inside the suitcase before shipping. This is required to comply with strict Department of Transportation (DOT) shipping regulations regarding lithium batteries.
Refunds & Processing Time
Getting your money back is a multi-step process. First, the carrier must transport your large box back to the Away warehouse.
Once the package arrives at the warehouse, the processing time takes about 10 to 14 business days. The warehouse team will inspect the item to ensure it is not a personalized item and that all accessories are unused.
After Away approves the return, they will issue a refund back to your refund method. This must be your original payment type (such as Visa, Apple Pay, or PayPal). Once initiated, it typically takes an additional 5 to 10 business days for your bank or credit card company to post the funds to your account.
Exchange Policy
If you simply want a different color, a larger size, or a different model, the Away exchange policy works beautifully.
You have the same 100 days to request an exchange. To swap your bag, visit the online returns portal and select "Exchange" instead of a refund. Away will generate a return label for your original item. Important note: Your replacement suitcase will not ship until the shipping carrier scans your original return package at drop-off.
Items That Cannot Be Returned
While Away is highly accommodating, there are a few non-returnable items that fall outside the 100-day trial:
- Personalized Items: Any suitcase or bag that has been customized, embroidered, or features an engraved luggage tag cannot be returned or exchanged under any circumstances.
- Final Sale Items: Products purchased during rare archive sales or clearance events that are explicitly marked "Final Sale" at checkout.
- Gift Cards: Both physical and digital Away gift cards are non-refundable and cannot be traded for cash.
- Third-Party Purchases: If you bought your Away bag from a reseller on eBay, Poshmark, or Facebook Marketplace, you cannot return it to Away.
Fees, Deductions & Exceptions
Nobody likes hidden fees, and thankfully, Away keeps things simple.
- Restocking Fee: Away charges a $0 restocking fee. You will never be charged simply for changing your mind.
- Return Shipping Fees: Return shipping is 100% free for customers located in the contiguous United States, Canada, the United Kingdom, Europe, and Australia. Away pays for the UPS label.
- Deductions: If you paid extra for expedited overnight or 2-day shipping when you originally ordered your bag, those premium shipping fees will not be refunded. You will only receive the cost of the luggage itself.
Holiday or Extended Return Policies
During the winter months, many shoppers look for a dedicated holiday return policy. Because Away already offers an exceptionally long 100-day return window by default, they do not offer separate holiday extensions.
If you purchase a suitcase as a gift on Black Friday in late November, the 100-day window naturally covers that purchase well into February or March of the following year. This gives the gift recipient plenty of time to decide if they love it.
Away Warranty vs. Return Policy: What’s the Difference?
A major source of confusion for shoppers is understanding the difference between the 100-day trial and the Lifetime Warranty.
The 100-Day Return Policy (Days 0 to 100): This covers changes of mind. If you think the suitcase is too small, you hate the color, or you just don't like how it rolls, you use the return policy. The return policy allows you to send the bag back for a full refund, regardless of cosmetic scuffs.
The Limited Lifetime Warranty (Day 101 and Beyond): Once your 100 days are up, you can no longer return the suitcase for a refund. However, your luggage is now protected by a Limited Lifetime Warranty.
- What it covers: Structural damage that prevents the bag from working. This includes cracks in the polycarbonate hard shell, wheels that snap off, handles that refuse to extend, or zippers that break. Away will repair or replace the bag.
- What it excludes: Cosmetic wear-and-tear. Scratches, scuffs, paint transfers from airlines, and stains are not covered by the warranty.
- Batteries: Note that the electronic battery packs included in older smart suitcases are covered by a separate 2-year warranty, not a lifetime warranty.
Customer Support & Contact Information
If your return is delayed, or you need to process a complex warranty claim, you will need to reach out to Away's customer support team.
-
Email Support: You can reach them at
help@awaytravel.comor by using the contact form on their website. -
Live Chat: Available on
awaytravel.comduring standard business hours (Monday–Friday). - Phone Support Warning: Please note that in 2026, Away operates entirely via digital customer service. They do not maintain a public inbound phone number. Be careful of fake phone numbers posted on scam forums claiming to be Away customer service.
Frequently Asked Questions
Can you return Away luggage after using it?
Yes. Away’s 100-day trial explicitly allows you to travel with, pack, and test out their suitcases and travel bags. Even if the suitcase gets minor dirt or scuffs on a flight, it is still eligible for a return within the first 100 days.
Can I return Away luggage without the original box?
Yes, you can return it without the original cardboard box. However, you are responsible for finding an alternative, sturdy shipping box that safely fits the luggage so you can apply the UPS return label.
How long does a refund from Away take?
It takes roughly 10 to 14 business days for the Away warehouse to receive and inspect your item. Once approved, it takes an additional 5 to 10 business days for the refund to reflect on your credit card or bank statement.
Does Away charge a restocking fee or return shipping?
No. Away offers completely free returns for customers in the contiguous US, Canada, the UK, Europe, and Australia. They provide a prepaid UPS shipping label and do not charge any restocking fees.
What items are non-returnable at Away?
Personalized items (like monogrammed bags or engraved luggage tags), final sale items, and digital or physical gift cards cannot be returned or exchanged.
Can I return a gift to Away?
Yes, but gift returns are usually handled as no-receipt returns where the refund is issued as store credit. You will need to provide support with the gift giver’s name, email address, or original order number to process the return.
Can I return online orders in-store at Away?
Yes. If you bought your suitcase on awaytravel.com, you are welcome to walk into any official physical Away retail store and process your return with an associate in person.
Does the 100-day trial apply to accessories?
Yes, but the rules are stricter. Unlike suitcases, which can be used, small accessories (like toiletry bags, apparel, and packing cubes) must be returned in brand-new, unused condition with all original tags still attached.
Can I return an item purchased during an Away Archive Sale?
You can return Archive Sale items within 100 days unless the item was explicitly marked as "Final Sale" at the time of checkout. Final Sale items are strictly non-returnable.
Related Return Policies
If you are upgrading your entire travel wardrobe or looking for different types of everyday carry bags, check out our other verified policy guides before you buy:
- Compare affordable luxury clothing policies with our Quince return policy guide.
- Looking for lightweight totes and travel accessories? Read up on the Baggu return policy.
- Exploring hard-shell metal wallets and everyday carry gear? See our Ridge return policy guide.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official Away website or with your local retail store. Information verified for 2026.
Found this helpful? Bookmark this page for the latest Away return policy updates and check out TheReturnGuide.com for all your consumer return questions!
