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Returns & Exchanges

How do I make a return?

To ensure your satisfaction, you are welcome to return your purchase within 21 days of the invoice date, as long as the items are in their original condition, all price tags attached, original packaging, invoice attached and have not been worn or washed. For exchanges, the value of the new item must be equal to or greater than the value of the original item purchased.

In the interest of hygiene, we do not accept returns or exchanges for any sale merchandise, thermal wears & legging unless they are defective or the wrong item was sent.

A final inspection will be done to ensure all items are in their original condition before processing your returns.

Returns that do not meet our policy will not be accepted and will be returned to you at your cost.

If you are returning an item from an order that came with a free Gift With Purchase (GWP) and the value of the order falls below the GWP qualifying amount after the return, the redeemed GWP must be returned as well. If the GWP is not returned, you will incur charges based on the value of the GWP.

Please reach out to our customer service prior to returning any items.

All returns and exchanges are to be shipped to the address below:

Title: RETURN(Order Number)

Collective Brands Sdn Bhd
68, Jalan Kilang Midah,
Taman Midah, Cheras,
56000 Kuala Lumpur, Malaysia.

 

Is packing required?

We require all returns & exchanges items to be re-packaged in either it's original packaging or any form of packaging that will protect the item. If the returned item is not packaged accordingly, we reserve the right to withdraw the order for refund or exchange.

Please nest items where possible (ie. 20” luggage nested inside of 24” luggage). Be sure to include dust bags (if being provided by us) for each item.

 

How do I check on my return status?

The Return department will get back to you once a return item is received by us and we will contact you once the item is received. This normally takes 7-10 working days.

 

How do I make an exchange?

To facilitate an exchange, please return item X to us, after which we will dispatch item Y, your desired exchange item.

For the shipment of item Y to you, there is a shipping fee of RM10. For returning item X, you may select any courier service at your expense. Alternatively, if you prefer us to handle both the return and exchange shipments, a total shipping fee of RM20 will cover the round trip. Please inform us if you choose this option, so we can provide you with payment details for the shipping fee.

Should you opt to use your chosen courier service for the return, kindly share the tracking number and the name of the courier with us for our records.

Upon receiving your returned item, we will proceed with the exchange. Please be aware that the exchange process can take up to 14 business days, in accordance with our standard procedure for exchanges.

 

Can I return an item to one of the Universal Traveler stores or counters?

Items must be returned exclusively through shipping; returns are not accepted at boutiques or counters.

 

Will you refund my return delivery charges?

We do not issue refunds for any shipping and handling charges incurred. You are responsible for all return shipping costs. However, if the error originated from our end, we will cover these costs.

 

When will I receive my refund?

Upon receiving your returned item(s), we will conduct a quality inspection to verify that they are in acceptable condition and align with our refund criteria. This process may take between 7 to 10 working days.

Once your return is approved, please allow up to 14 working days for the refund to be credited to your payment services provider. You will receive a confirmation email from us once your refund has been processed.

 

Terms and conditions

Collective Brands Sdn Bhd retains the right to inspect the condition of the item(s) before agreeing to any returns, refunds, or exchanges ("Returns"). Should any items be rejected, you will be responsible for covering the shipping and handling costs to have these items returned to you.

In the event of a dispute regarding the refund amount for a return or exchange, the refund will be calculated based on the cash value paid as shown on the invoice, after applying any promotional codes, and will not include shipping fees.

Our returns and exchanges policies do not cover damage resulting from unique, accidental, or wear and tear. It also does not cover products used in a manner or for a purpose not reasonably contemplated by universaltraveller.com, or previously modified in a manner not authorized by Collective Brands Sdn Bhd.

Universal Traveller makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose. Collective Brands Sdn Bhd’s decisions on returns and exchanges are final.

Collective Brands Sdn Bhd makes no warranty in respect of any product, express or implied, including any implied warranties of merchantability, quality, compliance with description and fitness for a particular purpose.

Collective Brands Sdn Bhd decisions on Returns are final.

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