Refund & Return policy
We have a 10-day return & refund policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return/refund, your item must have any of the following issues - Orders Delayed, Orders not Received, Products Damaged, Incorrect or Missing Products, Orders Cancellation. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org / visit contact us page If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com
ALL DISPUTES SHALL BE OPENED ON firstname.lastname@example.org Via E-mail. OTHERWISE, WE WILL BLOCK YOUR DISPUTE/RETURN LABEL PERMANENTLY.
We offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. The products need to be returned to TravelFreakGST if our Dispute Team asks for a return in Disputes.
Except the important interpretation, We will make Refund, Resend, or Accept the Return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and liquid direct line to all counties, will deal with your dispute for delayed orders after 100 days counting from the date that order departed from warehouse.
d. For some special shipping methods, Cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for customers to contact local post office or go to the post office for delivery.
2. Orders not Received.
Travel Freak will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If customer do not receive the package, a non-delivery certification issued by the local post office/logistics with official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number. (contact number)
c) Unknown recipient.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs (depends from country to country).
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, customers need to pick up the package by themselves. Otherwise, the product will be returned to the sender office, our logistics company. During the return, we takes no responsibility if products have been lost.
b. If the logistics company provides return service to China office, we will put the products in your private inventory and will not refund them when we receive the returned items.
c. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies due to natural disasters.
3. Products Damaged.
We offer a full refund or a replacement if packages arrived are badly damaged.
We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.)
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, We cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, customers shall complain or open a dispute with us within 5 days after packages are delivered.
d. For electronic products, customers shall complain or open a dispute to us within 10 days after packages are delivered.
e. For service products, We refund you the cost of the product which is the price in India/China market.
4. Incorrect or Missing Products.
Travel Freak has a strict quality control process before products are dispatched. Will deal with incorrect or missing products as follows:
a. For incorrect products, We offer a full refund or replacement.
c. For parts missing which doesn’t affect product function, We may refund partially or resend the missing part; for parts missing which affect product function, We will resend the product only.
d. For accessories, will resend the accessories.
For size problem, Will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
5. Orders Cancellation.
For orders cancellation, offers a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as it has planned and prepared for you after payment.
1. Force Majeure.
We take no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Travel Freak will notify you by Chat, Skype, Email, Line, WhatsApp etc.
2. Shipping Method Limits.
Some shipping methods are not traceable when orders arrived at some Countries, States, or Cities. Travel Freak lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.
3. Destination Limits.
Due to limited international transportation, Travel Freak will not accept any disputes (on shipping) when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
Products can be returned to China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at China Warehouse.
a. If you indeed want to return the products, please contact our team via Email- email@example.com and follow the instructions shared by us.
b. Please return products within 10 days after receiving products.
Travel Freak shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
g. Tracking information deleted by logistics companies or local post offices.
We always try to offer the best service. If you have any other questions, please feel free to contact us.