Returns & Exchanges

At Travel Universe, We want you to be completely satisfied with your purchase. If you change your mind, you can easily return your products, but please be sure to follow our returns process to ensure everything is handled smoothly.

Exchanges: 
Simply place a brand new order for the item you require. This will ensure that you quickly secure the stock we have on hand. In the meantime you can contact us regarding a return. 

Contact us for a Return Authority Number (RAN):

To ensure a smooth return or exchange, you must contact us within 30 days of receiving  your product to receive a Return Authorisation Number (RAN) before sending any products back.  Should you contact us outside the 30 day period, customer service will consider each claim its merits. 

Click to contact us for a RAN and include the following details:

  • Your order number
  • Product you want to return
  • Reason for the return

When you apply for the RAN, you will be sent instructions via email on how to return your item. (keep an eye on your spam)

We aim to process returns within 1-3 business days. Peak periods may take longer.


Change of Mind Returns (You cover the return shipping cost): 

You can return an item within 30 days if you 

- Changed your mind
 - Ordered the wrong item
 - Provided incorrect information when ordering

Items must be in perfect saleable condition, with tags, labels, with original packaging attached. Suitcases must be in their original box if it was provided. If an item has been used, damaged or personalised, we can’t accept the return.

Please note: Personal and Food items cannot be returned - more information below. 

Refunds will be issued to the original payment method. Please be aware that delivery charges are non-refundable. A restocking fee of up to 20% may be charged to cover our initial shipping expenses. If your order qualified for free shipping, this restocking fee may also apply to recover the cost we incurred to initially ship you the item. 

Please note that this change-of-mind policy does not limit your rights under Australian consumer law for faulty or misrepresented items.


Faulty Item Returns (We cover the return shipping cost): 

You can return an item within 30 days if :

  • The item arrived damaged or faulty.
  • We sent the wrong item.
  • It’s different from what was advertised. 
  • We have not met Australian consumer law requirements.

Contact us for a RAN. We will send you a return label/ Once we receive it, the item will be assessed. 

  • For a replacement: We’ll send you a replacement at no extra cost, depending on stock availability.
  • For a refund/credit: Refunds will be processed using the original payment method.

No Returns on Personal and Food Items:

Please choose carefully when purchasing personal or food items, as we do not offer exchanges or refunds on these unless : 

  • The item is faulty
  • It’s different from what was advertised
  • It isn’t functioning as intended or breaches a warranty

We have this policy to ensure all our customers can have full confidence that the personal items they purchased from us are guaranteed to be hygienic and 100% unused.

Personal items include but are not limited to:
  • Sleeping Bags, sleep mats & liners, pillows, eye masks, face masks, water bottles, hydration packs
  • Earplugs, ear buds/headphones, personal care items
  • Hair appliances
  • Garments worn close to the body such as gaiters and socks
Food items include:
  • Freeze-dried food such as Back Country Cuisine, Outdoor Gourmet
  • Radix Nutrition Packs

Once you’ve received freeze-dried food, we can’t accept returns due to handling and storage concerns.

Questions:

We're here to help. Feel free to fill out the form below if you have any questions regarding a return.