Refund and Returns Policy

‌Effective Date: September 23, 2026‌

Welcome to Melville Travel, the trusted retailer of premium, purpose-built travel gear at www.melvilletravel.com. This Refund and Returns Policy outlines clear, transparent terms for all product return, replacement, and refund requests submitted by our customers, crafted to align with our commitment to delivering 100% adventure-ready travel gear that meets the 96.7% customer satisfaction standard we have maintained across our 120+ product catalog of luggage tags, passport covers, toiletry bags and other travel essentials. This policy applies exclusively to all purchases made directly through our official e-commerce website, and we explicitly emphasize that ‌pure no-return partial or full refunds (no item return submitted) are not permitted under any circumstances, unless you receive a confirmed defective, damaged, or completely incorrect product that cannot be replaced or repaired by our team‌.

Our official contact details for all return, exchange, and policy-related inquiries are as follows:

  • Official Contact Email: deerl@melvilletravel.com
  • Physical Mailing Address: Suite 2700, 1133 Melville Street, Vancouver, British Columbia V6E 4E5, Canada
  • Customer Service Phone Line: +1 604-2008980

Our dedicated support team will respond to all policy-related requests within 7 business days, and provide step-by-step guidance for all eligible return processes.

1. Eligibility Rules for Returns and Exchanges

All return requests must be submitted within 30 calendar days from the date you receive your travel gear order. To be eligible for a return or exchange:

  • All returned items must be in brand new, unused, resellable condition, with all original product tags, packaging, accessories, and included documentation intact.
  • We do not accept returns of personalized, custom-engraved items (such as our personalized engraved aluminum metal luggage tags) unless the item arrives with manufacturing defects or shipping damage.
  • Hygiene-sensitive travel products including silicone water bottles, foldable drinking cups, and unsealed toiletry bags that have been used are not eligible for return, to protect the health and safety of all our customers.
  • ‌Most Importantly: Full or partial “refund only” requests that do not include return of the physical purchased item are strictly not allowed, with zero exceptions for non-defective products. Any request for a refund without sending back the product you received will be automatically rejected by our support team.‌

2. Approved Return Process

To initiate an eligible return, follow these simple steps:

  1. Contact our support team via our official email or phone line within the 30-day return window, provide your original order number, a photo of the unused item you wish to return, and a brief note explaining your reason for the return.
  2. Our team will review your request and send you a pre-paid return shipping label, along with the exact address for you to send the returned product back to our local warehouse.
  3. Pack the item securely in its original packaging, attach the pre-paid shipping label to the outside of the parcel, and drop it off at the designated courier location.
  4. Once our warehouse team receives and inspects your returned item to confirm it meets our eligibility requirements, we will proceed with your requested resolution within 5 business days.

Customers are not required to pay any extra return shipping fees for eligible returns, as we cover all related courier costs for qualified items.

3. Available Resolution Options (No Standalone Refund Only Option)

After we confirm your returned item meets all policy eligibility rules, we will offer you two standard resolution options:

  1. ‌Equal-value store credit‌: You can choose to receive 105% of your original purchase amount as store credit that can be used for any future order on our website, including new arrivals of travel helpers, featured best-selling toiletry bags, passport covers, or limited-edition travel accessories. This store credit never expires, and can be combined with other discount codes on our store.
  2. ‌Direct product exchange‌: You can exchange your returned product for an identical replacement unit, or swap it for any other travel product of equal or higher value (you only need to pay the price difference if you select a higher-priced item). We will cover all shipping costs for sending the new exchanged item to your address.

Only in the extremely rare scenario where the returned product is confirmed to have unrepairable manufacturing defects, and we have no remaining inventory to offer a replacement or suitable exchange option, will we process a full refund back to your original payment method. Under no circumstances will we issue this refund until we have received and fully inspected the physical defective product that you purchased. We will never process any refund for items that are not returned to our warehouse for official verification.

4. Exceptions and Disputed Requests

If you receive an order that arrives with obvious shipping damage, missing items, or products that are completely different from what you ordered, you must submit your claim with clear photos of the outer shipping packaging, damaged contents, and original order packing slip within 7 calendar days of delivery. Our team will verify your claim immediately, and arrange a free replacement shipment to you, no return required for the damaged items in these specific cases. Even in these scenarios, we will not process a standalone refund request without offering you the option of a replacement product first.

We reserve the right to reject any return request that shows signs of intentional product damage, unauthorized tampering, or attempts to abuse the policy for pure refund purposes. Any user who submits repeated invalid “refund only” requests will have their accounts restricted from making future purchases on our platform.