Lifetime Guarantee
Lifetime Guarantee
Built to be used. Backed for the long haul.
Jack Stillman gear is made for real life. Work, travel, commuting, weekends away, dusty roads, city streets, back seats, airport floors, office corners and the everyday punishment that decent gear should be able to handle.
We build our bags and accessories to last, and we stand behind the way they are made.
If something goes wrong because of our materials or workmanship, we will make it right.
That may mean a repair, replacement part, replacement product, refund where required by law, or another fair solution depending on the issue.
What the Lifetime Guarantee covers
Our Lifetime Guarantee covers genuine defects in materials and workmanship for the life of the original purchaser.
This may include things like:
- stitching failure under normal use;
- rivets, clips, buckles or hardware failing under normal use;
- zipper failure caused by a manufacturing or component fault;
- material failure that is not consistent with reasonable wear and use;
- other defects caused by the way the product was made.
If the issue is ours, we will take responsibility for it.
What the Lifetime Guarantee does not cover
Our Lifetime Guarantee is strong, but it is not a promise that your gear will stay new forever.
Good gear ages. Canvas softens. Leather darkens. Brass marks. Corners rub. Colour fades. A bag that goes everywhere with you will eventually look like it has lived a life.
The Lifetime Guarantee does not usually cover:
- normal wear and tear;
- fading, patina, scuffs, marks or stains;
- cosmetic ageing from use;
- accidental damage;
- misuse, neglect or abuse;
- overloading;
- forced zippers, seams, straps or closures;
- pet damage;
- airline or transport damage;
- damage from tools, machinery, chemicals, fire, mould or poor storage;
- unauthorised repairs, alterations or modifications;
- loss or theft;
- counterfeit products;
- products used in a way they were not designed for;
- end-of-life wear after long, regular or heavy use.
This does not mean we will leave you stranded. It just means the right answer may be repair advice, a paid repair, a spare part, or a trade-in offer rather than a free warranty replacement.
Normal wear vs a genuine fault
There is a difference between a product failing and a product wearing out.
A genuine fault is something that has gone wrong because of the way the product was made, such as stitching, hardware or materials failing under reasonable use.
Normal wear is the visible result of use over time. This can include fading, rubbing, worn corners, softened canvas, marks, scuffs, patina and general ageing.
A bag used every day for years may eventually wear thin in high-friction areas. That can happen even when the bag has done exactly what it was built to do.
We assess each claim fairly, based on the product, its age, the issue, the way it has been used, and the evidence provided.
Heavy use and end-of-life wear
Our gear is tough, not immortal.
A bag used occasionally in an office or city environment will usually age differently from a bag used every day for commuting, work, field use, motorcycle travel, trade work or rougher conditions.
Heavy use may include:
- daily or near-daily use;
- commuting or work use 5–7 days per week;
- long days of use, often 8 hours or more;
- regular field, workshop, travel or outdoor use;
- heavy rubbing against clothing, belts, floors, vehicles, work surfaces or rough materials;
- carrying heavier loads on a regular basis.
Over time, heavy use can lead to serious wear, including thinning canvas, worn corners, holes from repeated rubbing, staining, deformation and general end-of-life fatigue.
That kind of wear is not always a defect. Sometimes it means the product has had a long working life and is ready for repair, retirement or replacement.
Trade-in options for well-used gear
If your Jack Stillman product has reached the end of its practical working life through years of honest use, we may still be able to help.
Where the item is heavily worn but not faulty, we may offer a trade-in discount toward a new Jack Stillman product.
This may apply where a product shows:
- serious wear from long-term use;
- canvas worn thin from repeated rubbing;
- holes at high-friction points;
- worn corners, base or edges;
- staining, deformation or general end-of-life wear;
- wear that is not caused by a manufacturing fault.
Trade-in offers are assessed case by case. They are a goodwill option, not a replacement for your rights under Australian Consumer Law.
If your product has a genuine fault or legal consumer guarantee issue, we will deal with that properly. If it has simply lived a hard life, trade-in may be the fairest way to help you move into a new piece of gear.
Repairs first, where practical
We believe good gear should be repaired where it makes sense.
If a repair is the best and fairest solution, we will look at that first. Some repairs may be covered by the Lifetime Guarantee. Others may be offered as paid repairs where the issue is wear, accidental damage or use outside the guarantee.
If a product cannot be repaired properly, we may consider replacement, trade-in or another practical option.
Australian Consumer Law
Our Lifetime Guarantee sits alongside your rights under Australian Consumer Law.
Nothing on this page limits your legal rights.
If a product fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the problem.
If the issue is minor and can be fixed within a reasonable time, we may repair the product or provide another practical fix. If the issue is major, you may be entitled to choose a refund or replacement.
Who is covered?
The Lifetime Guarantee applies to the original purchaser of eligible Jack Stillman products.
You may need to provide proof of purchase so we can confirm:
- the product is genuine;
- when and where it was purchased;
- whether it is covered by the Lifetime Guarantee or another warranty period.
Proof of purchase may include an order confirmation, receipt, authorised retailer invoice, payment record or other reasonable evidence.
How to make a Lifetime Guarantee claim
Email us at support@jackstillman.com.au before sending anything back.
Please include:
- your order number or proof of purchase;
- your name and contact details;
- the product name;
- a clear description of the issue;
- when the issue first appeared;
- how the product has been used;
- clear photos of the whole product;
- close-up photos of the problem area;
- photos of any relevant stitching, zips, hardware, straps, corners or worn areas.
Please do not send anything back until we have replied with next steps. Some issues can be assessed from photos. Others may need to be inspected in person.
If a return is needed, we will provide return instructions.
What happens next?
Once we receive your claim, we will assess the issue and let you know the fairest next step.
Depending on the situation, we may offer:
- repair;
- replacement part;
- replacement product;
- refund where required by law;
- paid repair;
- care advice;
- trade-in discount;
- another practical solution.
We try to be fair, direct and reasonable. We ask the same in return.
A simple way to think about it
If it failed because of how we made it, we will stand behind it.
If it has worn out after years of proper use, we will still try to help.
If it has been damaged, overloaded, neglected, modified or used outside what it was designed for, it may not be covered — but we may still be able to suggest a repair or replacement option.
That is the Jack Stillman way: make good gear, back it properly, repair where we can, and be fair about the difference between a fault and a life well lived.
