Service Policy
Last updated: October 19, 2025
1. Service Overview
At JetAway Bags, we are committed to providing exceptional service for all your luggage and travel bag needs. This policy outlines our service standards, procedures, and commitments to ensure your complete satisfaction with our products and services.
2. Customer Support Services
2.1 Contact Methods
- Email: ask@jetawaybags.com
- Phone: +61272558192
- Address: 75 Myrtle St, Chippendale NSW 2008, Australia
2.2 Support Hours
Our customer support team is available:
- Monday to Friday: 9:00 AM - 6:00 PM AEST
- Saturday: 10:00 AM - 4:00 PM AEST
- Sunday: Closed
3. Luggage Repair Services
3.1 Available Services
- Wheel replacement and repair
- Handle system restoration
- Zipper repair and replacement
- Shell damage repair
- Interior lining replacement
- Lock mechanism repair
- Telescopic handle repair
- Structural reinforcement
3.2 Service Timeframes
Standard repair services typically require:
- Assessment: 1-2 business days
- Minor repairs: 3-5 business days
- Major repairs: 7-14 business days
- Complete restoration: 14-21 business days
4. Warranty Services
4.1 Standard Warranty
All new luggage purchased from JetAway Bags comes with:
- 30-day satisfaction guarantee
- 2-year warranty against manufacturing defects
- Free component replacement for missing pieces (reported within 7 days of purchase)
4.2 Extended Warranty
Optional extended warranty services include:
- 5-year extended protection
- Priority repair service
- Free replacement of damaged components
- 20% discount on future repairs
5. Custom Services
5.1 Luggage Customization
- Custom handle grips
- Personalized luggage tags
- Custom interior organization
- Protective coating application
- Security feature installation
5.2 Additional Services
- Luggage cleaning and sanitization
- Travel insurance consultation
- Packing demonstrations
- Storage solutions
6. Service Pricing
6.1 Assessment Fees
- Basic assessment: Free
- Detailed assessment: $30
- Expert consultation: $50
6.2 Repair Costs
- Minor repairs: $25-45
- Major repairs: $50-150
- Custom work: Quoted per project
7. Quality Assurance
Our commitment to quality includes:
- Professional assessment of all repairs
- Quality testing before return
- Photographic documentation of repairs
- Satisfaction guarantee on all services
- Follow-up quality checks
8. Service Requests
8.1 How to Request Service
- Contact our support team via phone or email
- Describe the service needed
- Receive a preliminary assessment
- Schedule service appointment if needed
- Approve service quote
8.2 Required Information
- Product model and serial number
- Purchase date and location
- Detailed description of issues
- Photos of damaged components
- Preferred service timeline
9. Service Guarantees
We stand behind our services with:
- 90-day warranty on repairs
- Satisfaction guarantee
- Price match on comparable services
- Professional workmanship
- Genuine parts and materials
10. Updates to Service Policy
JetAway Bags reserves the right to modify this Service Policy at any time. Changes will be effective immediately upon posting to our website. Continued use of our services following any changes indicates your acceptance of the new terms.
For questions about our Service Policy, please contact our customer support team.