Refund policy

We want you to travel with something you love. If a product is not right, this policy explains how to return it, what we refund, and the rights you have under South African law. It applies to orders placed on mytravelshop.co.za. Purchases made in a Travel Experience store are handled under that store's own returns process.

In short

• Changed your mind? You have 7 days from delivery to cancel your order and return the goods, for any reason. You pay the cost of getting them back to us.
• Wrong, damaged or faulty item? Tell us within 48 hours of delivery and we will collect it and replace or refund it at our cost.
• Something failed in normal use? You have 6 months to ask for a repair, replacement or refund under the Consumer Protection Act.
• Returns are free at any of our 9 Travel Experience stores. Bring the item and your order confirmation.

1. Cancelling within 7 days (cooling-off)

Because you bought online, section 44 of the Electronic Communications and Transactions Act gives you the right to cancel your purchase, without reason and without penalty, within 7 days of receiving the goods.

• Email info@teaa.co.za within those 7 days to cancel, or bring the item to any Travel Experience store.
• Return the goods to us within 14 days of cancelling.
• You are responsible for the cost of returning the goods. If you ask us to arrange a courier collection, that cost is deducted from your refund.
• We refund the full purchase price, including the original delivery charge you paid, within 30 days of receiving the goods back.

2. Condition of returned goods

Luggage is easy to mark on its first trip, so please satisfy yourself about size, weight and fit before you use it. To be refunded in full, a change-of-mind return must be:

• unused and unmarked, with no signs of travel, scuffing or handling damage;
• complete, with all keys, locks, straps, dust bags, packing cubes, hang tags and manuals; and
• in its original packaging and protective wrap.

We cannot accept a return of goods that are not in their original packaging. If goods come back incomplete or in a condition we cannot resell, we may reduce the refund by the amount needed to put them right, or decline the return and send the goods back to you. We will always tell you before we do either.

3. How to return something

At a store (free)

Take the item, in its packaging, together with your order confirmation email, to any Travel Experience store. Our stores are in Bedfordview, Boksburg, Moreleta Park (Pretoria), Benmore Gardens (Sandton), Cavendish Square (Cape Town), La Lucia (Durban), Musgrave (Durban), Walmer Park (Gqeberha) and Northridge Mall (Bloemfontein). The store will log the return and our online team will process your refund.

By courier

1. Email info@teaa.co.za with your order number, the item and the reason for the return.
2. We will approve the return and issue you a return authorisation number. Items sent back without one cannot be processed.
3. Write the authorisation number on the outside of the parcel and send it to the address we give you, or ask us to arrange a collection.

Keep your tracking details. Until a return reaches us it remains your risk, so please use a trackable service.

4. Wrong, damaged or incorrect deliveries

Check your parcel as soon as it arrives. If the wrong product was delivered, or it arrived damaged, broken or incomplete, notify us within 48 hours: email info@teaa.co.za with your order number and photographs of the item and its packaging, and keep all the original packaging until the matter is settled.

We will collect the item at our cost and, as you prefer, send the correct or a replacement product, or refund you in full including delivery. Goods in transit are insured, so there is nothing for you to claim from the courier yourself.

5. Faults within 6 months

Section 56 of the Consumer Protection Act entitles you, within 6 months of delivery, to return goods that are not of good quality, not durable or not fit for their ordinary purpose, and to choose a repair, a replacement or a refund. You do not pay to return goods in this category.

Send us your order number, photographs and a description of what went wrong. We may ask to inspect the item, or to send it to the brand's agent for assessment, and will keep you posted on the outcome. If an inspection shows that the damage was caused by misuse, accident, overloading, unauthorised repair or ordinary wear and tear, the CPA remedy does not apply, and we will explain your options before doing anything further.

6. Manufacturer warranties

Most of the brands we carry back their luggage with their own warranty against manufacturing defects, over and above your CPA rights. Warranty length and cover differ by brand and range; the documentation inside the case states what applies to your product.

After the first 6 months, a warranty claim is handled by the brand's local agent. Start it with us at info@teaa.co.za or at any Travel Experience store and we will lodge it for you and follow it up. Warranties cover manufacturing defects, not accidental damage or wear.

7. Airline and handling damage

Damage caused in transit by an airline, bus line or courier — cracked shells, torn fabric, sheared wheels or handles, forced locks — is not a manufacturing defect, and is covered neither by this policy nor by a brand warranty. Report it to the carrier before you leave the terminal, keep your baggage tag, and claim from the carrier or your travel insurer. We are happy to quote on a repair or a replacement part, and our stores can advise on what is repairable.

8. What we cannot take back

• Gift cards and vouchers.
• International Driving Permits, AA membership and other services, once issued or activated — the service has been rendered.
• Personalised, monogrammed or specially ordered items.
• Goods that have been used, travelled with, altered or repaired by anyone other than an approved agent.
• Goods damaged after delivery by accident, misuse, airline handling or normal wear.

9. Refunds and exchanges

• Once a return is received and checked, we process it within 5 working days and aim to close every return within a week.
• Refunds are paid to the original method of payment. Card and EFT refunds usually reflect within 3 to 10 working days, depending on your bank.
• You may choose a store credit instead of a refund if you prefer.
• We are glad to exchange an item for a different size, colour or range, subject to stock. Where the new item costs more we will invoice the difference; where it costs less we refund the difference.
• Delivery charges are refunded when you cancel within the 7-day cooling-off period, and when the item was faulty, damaged or incorrect. On other returns we refund the price of the goods.

10. Cancelling before your order ships

If you change your mind before dispatch, email info@teaa.co.za or call +27 (011) 823-6021 as soon as you can and we will cancel the order and refund you in full. Once a parcel has been handed to the courier it has to be treated as a return.

11. Talk to us

Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002. If you are unhappy with how a return was handled, write to info@teaa.co.za and ask for it to be escalated, and we will come back to you within 5 working days.

My Travel Shop · Argo Icarus Travel (Pty) Ltd t/a My Travel Shop
Email info@teaa.co.za · Tel +27 (011) 823-6021 · Monday to Sunday, 09:00–17:00