Returns and refunds

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing on this page, anywhere else on this site, or in anything we say to you reduces those guarantees. They apply on top of any policy we write, and we cannot contract out of them even if we wanted to.

If there is a major failure

A failure is major when the product is significantly different from what was described, is substantially unfit for its usual purpose, is unsafe, or has a problem that a reasonable person would not have bought it knowing about.

In that case the choice is yours, not ours: you can ask for a refund or a replacement. You can also keep the product and ask for compensation for the drop in value. We do not get to insist on a repair instead.

If there is a minor failure

Where the problem is minor, we get to choose between repairing it, replacing it, or refunding you — and we have to do it within a reasonable time. If we take too long, the choice becomes yours again.

Consequential loss

You are also entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure. If a bag we sold you failed and something inside it was damaged, that is a conversation to have with us rather than a technicality to argue about.

Changed your mind

This part is our own policy rather than the law, and it is more generous than the law requires.

You have 30 days from delivery to change your mind. Send it back unused and in its original packaging and we will refund the purchase price. You pay the return postage in that case, because there was nothing wrong with the product.

Digital itineraries are the exception. Because you get the whole thing the moment you buy it, we cannot take it back. What we can do is refund you if it is not what was described, or if it turns out to be wrong or badly out of date — and that is covered by the consumer guarantees above. Every paid itinerary shows a substantial free preview before you buy for exactly this reason.

How to start a return

Email hello@cantlivewithouttravel.com with your order number and a sentence about the problem. A photograph helps if something arrived damaged.

We will reply within two business days with a return address. If the fault is ours, we pay the return postage — you will never be out of pocket for our mistake.

Refund timing

Refunds go back to the original payment method. We process them within two business days of the return arriving, or immediately if there is no return to make. Your bank usually takes another three to five business days after that, which is out of our hands.

Things we will never say to you

Some shops write “no refunds”, “final sale”, “exchange only”, or “manufacturer’s warranty only” on their returns pages. Those statements are unlawful in Australia because they misrepresent rights you actually have. We are not going to write them, and if you ever see anything on this site that reads that way, tell us and we will fix it.

Still not sorted

If we cannot resolve it between us, your state or territory consumer protection agency will take it up, and the ACCC publishes guidance at accc.gov.au. We would much rather sort it out directly.

See also our shipping and delivery page.