How do I make a return?

To ensure your satisfaction, you may return your purchase within 14 days from the invoice date, provided that the item is in its original condition, with the price tag still attached, original packaging, invoice included, and has not been worn or washed.

However, we only accept returns or exchanges under the following conditions:

• Exchange for a different size (refunds are not applicable for size mismatch)
• Returns due to defective items
• Returns due to incorrect items sent that do not match the customer’s order

Please note that we do not accept returns or exchanges for:

• Thermal wear & leggings (for hygiene reasons)
• All discounted items (sale merchandise)
• 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.
• Purchases made using promo codes

Please include your order invoice inside the return package.

Before processing your return, a final inspection will be conducted to ensure that all items are in their original condition.

Returns that do not meet our policy will not be accepted, and the items will be sent back to you at your expense.

 

How to request an exchange or return?

Please contact our customer service at +62 813-1207-485 during business hours, Monday to Friday, 09.00 – 17.00, and inform us whether you wish to request an exchange or a return.

• An exchange or return is considered valid only after receiving confirmation from our side.
• Online orders cannot be exchanged at any of our offline stores/outlets.
• Please note that each online order can only be exchanged once.

All returns and exchanges must be sent to the following address:

Package Title: RETURN (Order Number)
Great Sedayu Square, Ruko Sedayu Square,
Block M-010 RT 002/RW012,
Cengkareng, West Jakarta, 11730

 

Is packaging required?

All returned and exchanged items must be repackaged, either using the original packaging or other suitable packaging that can protect the product. If returned items are not properly packaged, we reserve the right to cancel or reject the refund or exchange process.

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.

 

Returns:

You may return your order using the following method:

• Arrange a return pickup through a third-party courier service at your own expense (please confirm with us first before sending the item).

 

Will return shipping fees be refunded?

We do not provide refunds for any shipping or handling fees that have been incurred. All return shipping costs are your responsibility.

However, if the error is caused by us, the return shipping cost will be covered by us.

 

When will I receive my refund?

Upon receiving your returned item(s), we will conduct a quality inspection to ensure that the item(s) meet our return and refund criteria. This inspection process may take 7 to 14 business days.

Once your return is approved, the refund will be processed and credited to your original payment method. You will receive a confirmation email from us once your refund has been successfully processed.

 

Terms & Conditions

PT Mitra Prosperindo Abadi reserves the full right to inspect the condition of the items before processing any return or exchange. You will bear the shipping and handling costs for rejected returns or exchange requests that are sent back to you.

 

In the event of a dispute regarding the refund amount for a return or exchange, the refund will be based on the product value stated on the invoice.

 

Our return and exchange policy does not cover damage caused by special use, accidental incidents, random damage resulting from your use, or normal wear and tear. This policy also does not apply to products used in a manner or for purposes not intended by universaltraveller-id, or products that have been modified without prior authorization from PT Mitra Prosperindo Abadi.

 

PT Mitra Prosperindo Abadi provides no warranties of any kind, whether express or implied, including but not limited to warranties of merchantability, quality, conformity with description, or fitness for a particular purpose. 

 

All decisions regarding returns and exchanges made by Universal Traveller, under PT Mitra Prosperindo Abadi, are final and binding.