Refund policy

Burly Warranty & Returns

Luggage Warranty

All Burly luggage and suitcases come with a 10-year warranty, with the option to purchase an extended warranty.

This warranty is provided in addition to your rights under the New Zealand Consumer Guarantees Act 1993.

1. Products Covered

This warranty applies to luggage purchased directly from Burly or authorised Burly retailers in New Zealand.

“Luggage” refers to suitcases and travel bags only and does not include accessories or non-suitcase products.

2. 10-Year Warranty Coverage

Burly warrants that its luggage will be free from defects in materials and workmanship under normal use for 10 years from the date of purchase.

This warranty does not apply to damage caused by misuse, neglect, accidents, unauthorised modifications, or failure to follow care instructions. Burly may decline warranty claims where there is reasonable evidence of misuse or fraudulent claims.

3. Defects Covered

This warranty covers:

  • Cracks or breaks in the outer shell (excluding any customisations made to the shell)

  • Broken wheels, handles, or telescopic handles

  • Zippers that no longer function properly

This warranty does not cover:

  • Cosmetic damage such as scratches, dents, stains, scuffs, bends, or normal wear and tear (including interior fabrics and components)

  • Damage caused by airline or transport handling
    (Airline damage must be reported directly to the airline before leaving the airport)

  • Non-defective parts requiring replacement

  • Luggage purchased second-hand, “as-is”, or from unauthorised sellers

  • Damage resulting from abuse, modification, or accidental events (including fire, flood, or theft)

  • Lost or stolen luggage or components

  • Personal injury arising from use of the luggage

4. Warranty Remedies

If your luggage qualifies under this warranty, Burly may, at its discretion:

  • Repair the defective product or component

  • Replace the product or component, or

  • Provide a refund or store credit

Replacement items may vary in colour or style depending on availability. Exact replacements are not guaranteed.

Where a fault is considered major under the Consumer Guarantees Act, you may be entitled to a refund or replacement of your choice.

5. How to Make a Warranty Claim

To make a warranty claim, contact support@goburly.com and provide:

  • Proof of purchase

  • Clear photos or videos showing the defect

  • A description of the issue

  • Your contact details

Do not return your luggage until you receive return instructions.
If a claim is denied after inspection, the item may be returned to you at your expense.

Warranty claims must be processed in the country where the order was purchased.

6. Changes to This Warranty

Any changes to this warranty will not affect products purchased before the change. The applicable warranty is the version in place at the time of purchase.

Returns 

We offer a 30-day return policy from the date you receive your item.

We stand by our products with a 30-day money-back guarantee, so you can shop with confidence. If it’s not quite right, simply return it within 30 days in new, unused condition, complete with all original packaging, for a full refund.

To initiate a return, email support@goburly.com.
Approved NZ returns will receive a return shipping label and instructions. Items returned without approval will not be accepted.

Damages & Issues

Please inspect your order upon delivery and contact us immediately if your item is defective, damaged, or incorrect.

Where a product arrives faulty or damaged, we will arrange a replacement or exchange at no cost to you.

Exceptions / Non-Returnable Items

We do not accept returns for:

  • Personalised or custom items

  • Clearance or seconds items

  • Items damaged through misuse or normal wear and tear

  • Hazardous materials or personal care products

Exchanges

To exchange an item, return the original product and place a new order once the return is approved.

Refunds

Once your return is received and inspected, we will notify you of approval.

Approved refunds will be issued to your original payment method within 10–15 business days, excluding bank processing times.

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993 or Fair Trading Act 1986.

For questions, contact support@goburly.com