Returns
*Extended Holiday Returns:
We're now offering an extended return window for the Holidays. Any order purchased between 14th November and 31st December is eligible to be returned within 100 days of purchase. Purchases made after 31st December 2024 will be subject to our standard 30 day return window.
You can return your order within 30 days of purchase. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To begin your return, please fill out our contact form with a note of your order number, the products you wish to return and your reason for returning. Our customer service team will provide you with instructions to complete your return.
Please note that we currently do not offer free returns in our AU store, and the cost of return shipping is the responsibility of the customer. When posting your return, we advise customers to use a tracked service where possible and retain proof of postage.
Return eligibility
We are unable to accept or approve returns with items that are:
- Not in their original, unused condition
- Damaged or missing parts for reasons not due to our error
- Returned more than 30 days after purchase
- Missing proof of purchase
- Not purchased from trtltravel.com (e.g. Amazon orders)
Bundles
We can't guarantee partial refunds or exchanges on bundles, and you may be asked to return the bundle in full to receive your refund. In line with our returns policy, all items in the bundle should be in their original condition and packaging.
Receiving your refund
Once your return is received and inspected at our warehouse, our team will process your refund within 1-2 weeks. You will be notified when your refund is processed, and your refund will be automatically credited to your original payment method within 5-10 business days, though please note this may take longer depending on your bank.
If your refund hasn’t arrived yet, please:
- Check your bank account again - your refund should show under TRTL TRAVEL on your statement
- Contact your credit card company or bank - it may take some time before your refund is posted after it has been processed by our team (typically a maximum of 30 days from your refund notification)
If you’ve completed these steps and have still not received your refund, please get in touch with our support team via the contact form.
Exchanges
We’re happy to exchange any faulty or defective items purchased directly from our website.
If you need to exchange your product for the same item, please fill out the contact form with your order number and the reason for the exchange to begin the process.
