refund & returns policy | The Travelling MS

at TheTravellingMS.com, we love our products and we want want to make sure that you are happy with your purchase. if you have technical or sales queries, do not hesitate to contact us. if we cannot resolve the issue and you feel the product you purchased does not the best fit your requirements, we want to make things right. our policy offers a full refund within 30 days of your date of purchase. we’d still love to know what went wrong and how we can improve, so please include details about the reason for your refund request if you reach out to us directly.

TheTravellingMS.com and our payment process submit the refund immediately and make every attempt to process the refund as quickly as possible. your financial institution can take up to 20 days for the refund to reflect in your bank account/card. more details can be found via Stripe.com at customer refund processing time.

requesting a refund

to request a refund:

1. go to TheTravellingMS.com > account > orders

2. select the order number of the product you want to refund.

3. select the ellipsis icon (three dots) next to the order total column. this opens a prompt to request a refund.

– note: If you do not see the ellipsis icon, it means the 30-day period has passed.

4. click the link to request a refund – a refund request form displays.

5. select a refund reason from the drop-down menu and add details about your reason for the refund request.

6. select request refund.

*an automated response confirming receipt is sent to the email address associated with your account. Once we’ve had a chance to review the request, we will be in touch about the refund process.

refund and return eligibility

our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

to be eligible for a return, your item must be unused and in the same condition that you received it.

several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

additional non-returnable items:

gift cards
downloadable software products
some health and personal care items

to complete your return, we require a receipt or proof of purchase.

there are certain situations where only partial refunds are granted:

book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
any item not in its original condition, is damaged or missing parts for reasons not due to our error.
any item that is returned more than 30 days after delivery

once your return is received and inspected, we will send you an email to notify you that we have received your returned item. we will also notify you of the approval or rejection of your refund.

if you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

late or missing refunds

when waiting for a refund, first check your bank account, then contact your credit card company to find out their estimated processing times–it may take some time before your refund is officially posted by your financial institution.

next contact your financial institution to find out if the refund is processing. there is often days, at times weeks of processing time before a refund is officially posted.

If you’ve completed these steps and you still have not received your refund yet, please contact us at support@thetravellingms.com.

sale items

only regular priced items may be refunded. sale items cannot be refunded.

exchanges

we only replace items if they are defective or damaged. in the case of the recycled tote bags, please note that each recycled tote is unique and may vary in colour and texture as it’s made from recycled material. machine washing and/or tumble drying is not advised as it may compromise the printed letters and texture of the bag. we cannot exchange a recycled tote bag or any product if your washing and/or drying method has damaged the bag. if you open the parcel your product is shipped in according to the parcel’s instructions for opening it and the product is damaged and you would like to exchange it for the same item, send us an email at support@thetravellingms.com.

return shipping

you will be responsible for paying for your own shipping costs for returning your item. shipping costs are non-refundable. if you receive a refund, the cost of return shipping will be deducted from your refund.

naturally, the time it may take for your exchanged product to reach you may vary depending on where you live.

if you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. due to the at times unpredictable nature of shipping, we cannot guarantee that we will receive your returned item.