Refund policy

Effective July 2024.

We would rather you keep your TRVLR because it is right than return it because something was unclear. Here is exactly how returns work.

Change of mind

You have 30 days from the day your order is delivered to return it for a refund or exchange.

To be eligible, the product must be unused and in the condition you received it: no signs of travel, protective film intact where fitted, all original packaging including the TRVLR box, and your proof of purchase.

Packing it and rolling it around at home is fine. Taking it on a trip is use, and used products cannot be returned for change of mind.

Before you send anything

Every return needs approval first. Email support@trvlrluggage.com with your order number, the reason for the return, and clear photos of the product and packaging. Once approved, we will send you the return address and instructions.

This step protects you as much as it protects us. You will never pay to ship something back only to have it declined on arrival.

Returns sent without approval cannot be processed.

Return shipping

Return shipping for change of mind is arranged and paid by you. The product remains your responsibility until it reaches us, so use a tracked service and pack it well, ideally in the box it arrived in.

Any shipping charges paid on your original order are not refunded for change of mind.

Sets

Sets are priced as sets. If you return part of a set, the pieces you keep are recalculated at their individual prices and your refund is the difference. To receive a full refund on a set, return the complete set.

Exchanges

If you would rather a different size or colour, let us know when you request your return. Exchanges follow the same conditions and approval process, and we cover delivery of your exchange within Australia.

Items we cannot accept

For hygiene reasons, travel sleep masks and travel pillows cannot be returned for change of mind. This does not affect your rights if a product is faulty.

Refunds

Once your return arrives and passes inspection, your refund is processed to your original payment method within 14 days. Most are quicker.

If a return does not meet the conditions

If a returned product shows signs of use or arrives incomplete, we will let you know with photos and return it to you. Redelivery postage is payable before it is sent back. The approval step above exists so this almost never happens.

Complimentary and promotional items

Items received free through a promotion or giveaway cannot be returned or exchanged on their own. If you return an order that included complimentary items, return them with it. If they are missing, their value is deducted from your refund.

Pre-orders

A pre-order can be cancelled for a full refund at any time before it is dispatched. Email us and we will take care of it.

Faulty products

If something is wrong with your TRVLR, it is handled under the TRVLR Lifetime Warranty and the Australian Consumer Law, not this returns policy. Start at our warranty page or email support@trvlrluggage.com with photos. In most cases we can assess a fault without you shipping anything, and we cover reasonable return costs for confirmed faults.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded, including that they are of acceptable quality, fit for purpose and match their description. If a product fails to meet a consumer guarantee, you are entitled to a repair, replacement or refund as the law provides.

For more information, visit accc.gov.au.

Questions? Email support@trvlrluggage.com.