URBAN TRAVELLER

Refund and Returns Policy

Effective Date: April 30, 2026

1. INTRODUCTION

Thank you for shopping at URBAN TRAVELLER LIMITED (urban-traveller.com). We take great pride in the quality of our travel gear and want you to be completely satisfied with your purchase.

This Refund and Returns Policy outlines the conditions under which you may return products purchased from us and how refunds are processed. By making a purchase on our website, you agree to be bound by the terms and conditions set forth in this policy.

2. STRICT “NO REFUND WITHOUT RETURN” POLICY

To ensure fairness and prevent fraudulent activities, we maintain a strict No Refund Without Return policy.

  • Mandatory Product Return: Under no circumstances will a refund, store credit, or replacement be issued unless the purchased physical product is physically returned to our designated return address and inspected by our warehouse team.
  • No “Keep the Item and Get a Refund”: We do not offer full or partial refunds for customers who wish to keep the item. If you are dissatisfied with your product or claim it is defective, you must follow the complete return procedure outlined in Section 4 to qualify for any refund.

3. ELIGIBILITY FOR RETURNS

To be eligible for a return and a subsequent refund, your item must meet the following strict criteria:

  • Time Limit: You must initiate your return request within 14 days of the delivery date shown on your tracking information. Requests made after 14 days will not be accepted.
  • Condition of the Item: The item must be unused, unwashed, undamaged, and in the same brand-new condition that you received it.
  • Packaging: The item must be returned in its original, unopened packaging with all tags, labels, and protective wrapping included.
  • Proof of Purchase: You must provide the original order number or receipt associated with the purchase.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable:

  • Customized or personalized travel items (such as monogrammed bags or tags).
  • Items marked as Final Sale or Clearance at the time of purchase.
  • Gift cards.

4. HOW TO INITIATE A RETURN

To return an item and request a refund, you must follow this step-by-step process. Do not send items back to us without completing these steps, as unauthorized returns will not be processed or refunded:

  1. Submit a Request: Contact our customer support team at cloudnuzzl@urban-traveller.com with your order number, a list of items you wish to return, and the specific reason for the return.
  2. Photo and Video Evidence: If you are claiming the item is defective or damaged, you must provide clear photos or a short video demonstrating the issue before we can issue a Return Merchandise Authorization (RMA).
  3. Receive Authorization: If your request meets our eligibility criteria, we will email you an RMA number and the correct return shipping address.
  4. Pack and Ship: Securely pack the item in its original packaging. Write the RMA number clearly on the outside of the box. Ship the item back to us using a trackable shipping service.

5. RETURN SHIPPING COSTS

  • Customer Responsibility: Unless the return is the result of our direct error (for example, we sent the wrong item or a verified defective item), you are responsible for paying all shipping costs for returning your item. Shipping costs are non-refundable.
  • Tracking Requirement: We highly recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. If the return package is lost in transit before reaching us, we cannot issue a refund.

6. INSPECTION AND REFUND PROCESS

Once your returned item is received at our facility, the process is as follows:

  1. Receipt and Inspection: We will notify you via email once we have received your returned item. Our quality control team will inspect the item to verify its condition and eligibility based on Section 3.
  2. Approval or Rejection: We will notify you of the approval or rejection of your refund within 5 to 7 business days after inspection.
  3. Refund Issuance: If your return is approved, your refund will be processed. A credit will automatically be applied to your original method of payment.
  4. Processing Time: Please note that it may take some time for your bank or credit card company to process and post the refund. This typically takes 5 to 10 business days after we initiate the refund.

7. EXCHANGES

We only replace items if they are defective, damaged in transit, or if we sent the incorrect item. If you need to exchange an item for the same product, please email us at cloudnuzzl@urban-traveller.com. Please note that the original defective item must still be returned to us before a replacement can be shipped out.

8. CONTACT INFORMATION

If you have any questions or concerns regarding our Refund and Returns Policy, please do not hesitate to contact us:

  • Company Name: URBAN TRAVELLER LIMITED
  • Website: urban-traveller.com
  • Email: cloudnuzzl@urban-traveller.com
  • Mailing Address: 12 Arran Road, Browns Bay, Auckland 0630, New Zealand
  • Phone Number: +64 284117527