Returns + Exchanges

Every effort has been made to ensure the product you see online is represented as close to the real thing as possible. Please be aware that, depending on your computer’s settings, screens may display colours differently to that intended.

Do you offer returns or exchanges?
If you decide the product is not for you, please contact us within 7 days of delivery and we will email you a return form to start the return/exchange process.

NOTE:

  • Item(s) must be returned in original and unused condition within 14 days of delivery. The product(s) will not be exchanged or refunded if soiled or damaged or in any way deemed unfit for resale. 
  • All postage costs associated with change of mind returns are the responsibility of the purchaser. 
  • Original shipping fees and merchant fees will be deducted from any refund.
  • Care should be taken to protect the product for return transit.

Can I return Sale items?
Returns or exchanges due to change of mind are not offered for items bought on 
Sale.

Are seconds covered under warranty?
Seconds are items that are sold at a discount because they exhibit a disclosed manufacturing fault at point of sale. The warranty still applies but does not cover the specific faults disclosed at the time of purchase.

I’ve found a manufacturing fault, now what?
Our products are made with care using quality materials considered for their end use. If you believe there is a manufacturing fault with your product, you may be entitled to a refund, repair or exchange. If, after inspection, a product is agreed to have a manufacturing fault, The Urban Traveller will replace the item and cover the replacement shipping costs, or offer a full refund.

We reserve the right not to refund, repair or replace any item showing damage consistent with personal wear and tear or mistreatment.

What if my purchase is damaged in delivery?
All products are inspected before shipping. In the unlikely event that an item you ordered arrives damaged, you may be entitled to a refund or exchange. Please inspect your goods when they arrive and notify us within 48 hrs of any quality concern.

What if my return gets lost in the mail?
The Urban Traveller takes no responsibility for lost returns. It is the purchasers responsibility to ensure that returns are packaged and sent via a trackable means.

How long will it take to get my refund?
Refunds will be actioned within 14 days of receiving the return, minus original shipping and merchant fees.

All refunds will be in Australian Dollars. 

Shipping returns

To return your product, please email hello@theurbantraveller.com.au to obtain the sender address. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at hello@theurbantraveller.com.au for questions related to refunds and returns.