Welcome to our Easy Returns!
We want all our customers to be happy - you can even return products if you just change your mind - but please make sure you follow our Returns process correctly to ensure everything goes smoothly.
You must contact us prior to sending back any products, so we can issue a Return Authorisation Number (RAN).
Click Here to Email: Customer Service Returns
Please include the following Information:
- Your Order Number
- Details of Product/s to be Returned
- Reason for Return
All claims to Return a Product must be made within 14 calendar days of receiving your product. Should you contact us outside the 14 day period, customer service will consider each claim on its merits.
Returns at Our Expense:
(We pay the return shipping costs)
We will gladly Replace, Refund or Credit any product, at our expense, under the following circumstances:
-
You received the product damaged
-
We sent you the wrong product by accident.
-
We haven't met our fair trading requirements as governed by Australian law.
Shipping the Return of Products:
Where you received a Product by Australia Post, Customer Service will email you a form containing a RAN which you must affix to the Product. You then leave the Product at any Australia Post Office and send the goods at our expense.
Where you have received a Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you.
Returns at Your Expense:
(You pay the return shipping costs and a 20% restocking/admin fee)
We accept returns even if:
-
You've changed your mind about the product
-
You made an incorrect choice
-
You failed to verify and accurately provide information when placing an Order
Items returned under these conditions must be in 100% resalable condition - goods which have been used or in less than perfect condition will not be eligible for a Return.
Shipping the Return of Products:
As you are shipping the goods back at your expense you can choose your method of delivery (Australia Post etc). Please ensure you use registered post to avoid any possibility of a Return item going missing.
Return Authorisation Number
A Return Authorisation Number (RAN) is required before you can send us a returned product. When Customer Service has issued you with a RAN, the Product should be returned to Travel Guide Universe within 14 calendar days of the issue of the RAN. All Products must be packed in the original, unmarked packaging including any accessories and documentation that was shipped with the Product.
When a Replacement Product is arranged:
- A replacement for the same Product that you ordered will be shipped to you at our expense after we have received your returned Product.
- The delivery time for the replacement Product will be the same as stated for the original Product.
When a Refund/Credit is arranged:
- Returns at our expense include all shipping and associated costs for the Product.
- No refund/credit will be given to you until Travel Guide Universe has received the Returned Product from you.
- Refunds will be issued via the same method of payment you used to purchase the product. For example, if you purchase using your Visa Card, the refund will also be made on your Visa card.
If you have any further questions regarding our Returns Policy, please contact us
Help Centre