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Refund and Returns Policy

Effective Date: May 14, 2026

Thank you for shopping at SG Travel Items. We value your satisfaction and strive to provide high-quality travel gear and accessories. This Refund and Returns Policy (“Policy”) governs all purchases made on our website, sgtravelitems.com (the “Site”).

Please read this Policy carefully before completing any transaction. By making a purchase on our Site, you acknowledge and agree to be bound by the terms outlined below. If you do not agree with this Policy, please do not purchase products from our platform.

1. THE CORE PRINCIPLE: NO “REFUND-ONLY” ALLOWED

At SG Travel Items, we maintain a strict policy regarding product returns and monetary compensation. We do not offer a “Refund-Only” option under any circumstances.

To maintain business integrity and prevent marketplace abuse, no monetary refunds, store credits, or product replacements will be issued unless the original physical product is successfully returned to our designated warehouse facility.

  • Physical Return Mandatory: You must physically ship the product back to us and allow our team to inspect it before any refund action is triggered.
  • No Item Kept: Customers are strictly prohibited from keeping the product while simultaneously demanding a financial refund or credit.
  • No Exceptions: This rule applies universally to all claims, including cases where the customer alleges that the product is defective, damaged, incorrect, or unsatisfactory.

2. ELIGIBILITY WINDOW FOR RETURNS

We offer a 30-day return window from the date of delivery. If 30 calendar days have passed since your tracking number shows the package was delivered, we unfortunately cannot offer you a return, refund, or exchange.

To be eligible for a physical return, your item must meet the following strict criteria:

  • The item must be completely unused, unwashed, and in the exact same condition that you received it.
  • The item must be in its original packaging, including all tags, boxes, protective wraps, and instruction manuals.
  • The item must not show any signs of wear, tear, alternation, or outdoor exposure.
  • You must provide a valid receipt, invoice, or official proof of purchase from sgtravelitems.com.

3. NON-RETURNABLE AND EXCLUDED ITEMS

Certain categories of items are explicitly excluded from being returned or refunded. These include:

  • Clearance items, flash sale items, or products marked as “Final Sale”.
  • Perishable goods, personalized items, or custom-made travel gear.
  • Intimate apparel, compression socks, or personal hygiene travel amenities.
  • Gift cards, digital vouchers, or downloadable software products.

4. THE STEP-BY-STEP RETURN PROCESS

To initiate a return, you must strictly follow the official procedure outlined below. Unauthorized returns sent back without prior confirmation will be rejected and sent back at the sender’s expense.

Step 1: Submit a Formal Request

Contact our dedicated customer support team via email at zephy@sgtravelitems.com within the 30-day window. You must include your Order Number, a detailed description of the reason for the return, and clear photographic or video evidence documenting the condition of the item.

Step 2: Receive Return Approval

Our team will review your application within 3 to 5 business days. If your request complies with our guidelines, we will issue a formal Return Merchandise Authorization (RMA) along with detailed packaging instructions.

Step 3: Package and Ship the Product

Securely package the item in its original box to prevent transit damage. Clearly print and attach the RMA documentation inside the package. Ship the physical package to our official corporate headquarters:

SG Travel Items
Attn: Returns & Logistics Department
65 Pasir Panjang Rd, CAMPUS by ShopBack,
Singapore 118506

5. SHIPPING COSTS AND RESPONSIBILITY

  • Customer Responsibility: The buyer is solely responsible for paying all domestic or international shipping costs associated with returning the item. Shipping costs are completely non-refundable.
  • Trackable Shipping Required: Because we enforce a strict “No Refund-Only” policy, you must use a trackable shipping service and purchase shipping insurance. We do not guarantee that we will receive your returned item. If a returned package is lost in transit by the carrier, no refund will be issued.
  • Deductions: If SG Travel Items provides a prepaid return label for specific qualifying defects, the cost of return shipping will be deducted directly from your final refund amount.

6. INSPECTION AND REFUND PROCESSING

Once your physical return package is received at our Singapore facility, our quality control team will thoroughly inspect the item to verify its condition.

  • Notification: We will send you an email to notify you that we have received your returned item. We will also notify you of the official approval or rejection of your refund based on the item’s condition.
  • Approved Returns: If the item passes inspection, your refund will be processed immediately. A credit will automatically be applied to your original method of payment (credit card, bank account, or digital wallet) within 7 to 14 business days, depending on your financial institution’s processing times.
  • Rejected Returns: If the item is found to be used, damaged by the user, missing its original packaging, or altered, the return will be rejected. No refund will be given, and the item will be sent back to you at your own shipping expense.

7. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If you receive an item that is defective or physically damaged upon arrival, our strict “No Refund-Only” policy still stands.

You must contact zephy@sgtravelitems.com within 48 hours of delivery with photographic proof of the defect. Once verified, you will still be required to return the defective product physically to our address using the procedure in Section 4. Upon our receipt and inspection of the defective unit, we will happily ship out a brand-new replacement product or issue a full refund, covering your reasonable return shipping costs.

8. LATE OR MISSING REFUNDS

If you have received an email approval but have not seen the money in your account yet:

  1. Check your bank account or credit card statement again carefully.
  2. Contact your credit card company; it often takes a few business days before a refund is officially posted.
  3. Contact your bank, as processing times vary wildly between institutions.
  4. If you have completed all these steps and still have not received your refund, please reach out to us at zephy@sgtravelitems.com.

9. EXCHANGES

We only replace items if they are defective, damaged at factory level, or if the wrong variant was shipped to you. If you need to exchange an item for the exact same product (for instance, choosing a different color or size), send an email to zephy@sgtravelitems.com to confirm stock availability. You must then mail your original item physically to our headquarters for processing.

10. CONTACT CHANNELS

For any additional questions regarding returns, shipping policies, or tracking updates, please contact our support staff directly through the following official channels:

  • Website Support Portal: sgtravelitems.com
  • Customer Support Email: zephy@sgtravelitems.com
  • Hotline Number: +(65)6371 1975
  • Mailing and Warehouse Address:
    SG Travel Items
    Attn: Returns Department
    65 Pasir Panjang Rd, CAMPUS by ShopBack,
    Singapore 118506