Effective Date: April 30, 2026
Welcome to SG Travel Goods! We are dedicated to ensuring your complete satisfaction with every purchase from our curated collection of travel essentials. This Refund and Returns Policy outlines the terms and conditions for processing refunds, returns, and exchanges for products purchased from our website, www.sgtravelgoods.com.
By making a purchase with us, you agree to this policy. Please read it carefully.
1. Key Policy Principle: No “Refund-Only” or Partial Refunds
We stand behind the quality of our products, including our Leather Dopp Kits, Passport Holders, Collapsible Cups, and Travel Toiletry Bags. To ensure product integrity and prevent misuse, our policy strictly prohibits “refund-only” requests where a customer seeks a monetary refund without returning the physical item.
We believe this policy is fair to all customers and essential for maintaining our commitment to quality. A return of the purchased item is a mandatory prerequisite for any monetary refund to be issued, except in the specific cases of damaged or incorrect items as detailed in Section 4.
If you are not satisfied with an item, the standard process is to initiate a return. Upon receipt and inspection of the returned item in its original condition, we will then process your refund or exchange.
2. Return Eligibility & Conditions
To be eligible for a return and subsequent refund or exchange, your item must meet the following conditions:
- Time Frame: You have 14 calendar days from the date you received the item to request a return.
- Item Condition: The item must be unused, unworn, and in the same original condition you received it. This includes:
- All original tags, labels, and packaging (e.g., boxes, dust bags) must be intact and returned with the item.
- The product must show no signs of wear, washing, or damage.
- For items like Toiletry Bags or Passport Holders, all compartments, zippers, and original protective linings must be in perfect, unaltered state.
- Proof of Purchase: You must provide your original order number or receipt.
- Excluded Items: The following items are final sale and cannot be returned unless they arrive defective or incorrect:
- Products marked as “Final Sale,” “Clearance,” or “As-Is.”
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
- Personal care or hygiene-related items where the seal is broken.
3. Return Process (Step-by-Step)
If your item meets the eligibility criteria, please follow these steps:
- Contact Us: Do not ship the item back without prior authorization. Within the 14-day window, contact our Customer Service team via email at moonwander@sgtravelgoods.com or call us at +65 91828211. Please provide your order number and reason for the return.
- Receive Authorization & Instructions: We will review your request and, if eligible, email you a Return Merchandise Authorization (RMA) number and detailed return instructions. Returns sent without an RMA number may be refused.
- Pack and Ship: Securely pack the item in its original packaging (or equivalent protection) along with all accessories. Include a copy of your order confirmation/return form. Ship the package to the address we provide. Please note: For standard returns (change of mind, size, etc.), the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service, as you are responsible for the item until it reaches our warehouse.
- Inspection & Processing: Once we receive your return at our logistics center, our team will inspect the item to ensure it meets our “original condition” criteria. This process typically takes 3-5 business days after delivery confirmation.
4. Refunds, Exchanges, and Exceptions
After a successful inspection:
A) Refunds:
- Approved refunds will be issued to the original payment method used for the purchase.
- Please allow 5-10 business days for the refund to appear in your account after we have processed it. Processing times depend on your bank or payment provider.
- Please remember: The original shipping cost is non-refundable, and return shipping costs are the customer’s responsibility.
B) Exchanges:
- We gladly offer exchanges for a different size or color of the same item, subject to stock availability.
- If the desired item is out of stock, we will process a refund instead.
- For exchanges, we will ship the new item to you once the returned item is received and approved. Any price difference will be refunded or charged accordingly.
C) Exceptions (Damaged/Incorrect Items):
We apologize if you received a damaged, defective, or incorrect item. Please contact us within 7 days of delivery. We will arrange a prepaid return shipping label for you and, upon confirmation of the issue, promptly send a replacement or issue a full refund (including original shipping costs). Photo or video evidence of the damage or incorrect item is required for these cases.
5. Non-Returnable Items & Final Sale
As stated, items not in original condition, damaged by customer, or missing parts are not eligible for return. Final sale items are clearly marked. By purchasing a final sale item, you acknowledge and agree that it is not eligible for a return or refund.
6. Contact Information
For any questions about your return, our policy, or to initiate a return request:
SG Travel Goods
Email: moonwander@sgtravelgoods.com
Phone: +65 91828211
Business Address (For authorized returns only – not for direct customer returns without RMA): 26 Chia Ping Rd, Singapore 619977
Website: www.sgtravelgoods.com
When contacting us, please have your order number and product details ready.
7. Policy Updates
We reserve the right to modify this Refund and Returns Policy at any time. Changes will be effective immediately upon posting on this page with an updated “Effective Date.” Your continued use of our website or services after any change signifies your acceptance of the updated policy.
Thank you for shopping with SG Travel Goods. Our goal is to ensure your journey with our products is as smooth as the travels they are designed for.