Returns, Cancellation, Refunds & Warranty

RETURNS

We at JOURNEY try our best to make sure that our products are a robust companion for all your adventures and are always here to help you with any concerns. We understand, however, that sometimes a product may not be what you expected it to be. In that unlikely event, we invite you to review the following terms related to returning a product.

What is your 30-day Full Refund Program?

We offer a 30-day Full Refund Program on all our products which have been received by you and are undamaged. This means if you change your mind within 30 days from the day you have received your order, we will offer you FULL REFUND ON THE PRODUCT PURCHASE PRICE.

We only ask that you don't use the product and preserve its original condition, with its included accessories and packaging along with the original receipt. You are welcome to try the product but please take adequate measure to preserve its original condition.

Who pays for shipping when I return the product?

We offer FREE RETURNS with postage paid by us to send the item back.

Return Eligibility

You will need to have purchased your JOURNEY product through our website. Any return or warranty claim for item purchased from an authorized reseller will need to be processed via the reseller.

How can I return my product?

To request a return for an undamaged product, send us an email at support@journeyofficial.com along with the details mentioned below, within 30 days from the day you have received your order,

  1. Photos of the product along preserved in its original condition, with its included accessories, documents, and packaging.
  2. Date which you received the product. Please add a Proof of Delivery bill, which will be available on the Courier’s companies’ website.
  3. Any other details you may think are important that we should know of.

I received a damaged or wrong product what can I do?

To request a return for a product which has been received by you in a damaged condition or wrong product, send us an email at support@journeyofficial.com with the details mentioned below within 48 hours from the time you have received your order

  1. Photos of the product as received by you with all contents (user manual(s), accessories etc) of the packet intact with packaging available.
  2. Date which you received the product. Please add a Proof of Delivery bill, which will be available on the Courier’s companies’ website.
  3. Any other details you may think are important that we should know of.

I ordered the wrong product, what can I do?

No problem! There are two options as per your shipping address:

  1. International Orders
    Shipping back across borders can be quite expensive and reverse logistics has a grave impact on the environment so an alternative option we can offer is a coupon code for 20% off for your next order. This would be cheaper and a more environmentally friendly option. Please send us an email at sales@journeyofficial.com with your order number and description of the issue.
  2. Domestic Orders

For returns within the country, please refer to the return policy

CANCELLATION

Cancellations and Refunds will be considered only if the below cases where: -

  1. The Order has not yet been shipped
  2. You have refused to collect the delivery
  3. You were not available during stipulated delivery attempts made by our shipping partner
  4. The delivery address provided was wrong or unreachable

For case b, c, and d, we will process the refund after receipt of the product by us.

All Refunds will be processed based on the mode of payment used by the customer while placing the order.

How do I cancel my order?

To request a cancellation, send us an email at support@journeyofficial.com and let us know why you want to cancel your order.

I want to cancel an order that has been shipped, what are my options?

Please send us an email at support@journeyofficial.com  stating that you would like to cancel the order and please DONOT receive the delivery. When we receive the order back a refund will be initiated.

 

REFUNDS

Once we receive the item(s), a refund is immediately initiated on the purchase price of the product only. The way your refund is processed depends on your original payment method. Original shipping charges are non-refundable except in cases where a shipping error has occurred by either us or our shipping partner.

When will I receive my refund?

  • If you paid by credit or with debit card, refunds will be sent to the card-issuing bank within five business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
  • If you paid by the express check out options available i.e., Shop Pay, Google Pay or PayPal, refunds will be sent to the payment gateway used to make the payment originally within five business days of receipt of the returned item or cancellation request. Please contact the customer care team for the gateway used with questions about when the credit will be posted to your account.

 

WARRANTY

We offer a two-year manufacturer warranty from the date of purchase for all our products.

JOURNEY warrants our products against pre-existing faults in materials, manufacturing, or workmanship under normal use within the applicable Warranty Period, subject to conditions contained in this limited warranty.

 This manufacturer warranty strictly does not cover: damages to the product or personal property, such as your smartphone, headphones, accessories, or other devices, that arise from negligence, misuse, normal wear and tear, modification, accident (dropping the product, etc.)

Please understand that damage done to the product by a user is not covered in this warranty. This includes water, heat, and puncture damage, the use of chemicals on the leather, and any damage from neglect and/or misuse.

 To make a warranty claim, you need to have purchased your JOURNEY product through our website. To submit a warranty claim, email us with the product and order details at support@journeyofficial.com . Any warranty claim for item purchased from an authorized reseller will need to be processed via the reseller.

 We may ask you to send us a photograph of your product to validate the claim and, in some cases, we may ask that you return the product to us for inspection. JOURNEY reserves the right to charge a shipping and handling fee in connection with the evaluation and fulfilment of any warranty claim.