Effective Date: August 27, 2026
This Refund and Returns Policy is exclusively applicable to all order transactions completed on the e-commerce website www.travel-manage.com, operated by TRAVEL MANAGEMENT COMPANY d.o.o. As a platform dedicated to delivering lightweight essentials for your next trip, with over 270 total products, more than 58,000 happy customers, and a 95.4% customer satisfaction rate, we have established clear, fair return and exchange rules to protect the legitimate rights of both parties of the transaction. The core principle of our policy is to strictly prohibit pure only-refund requests that do not involve the return of purchased physical products, to maintain the fairness of our operation for every traveler who selects our curated collection of lightweight travel gadgets.
1. Core Non-Only-Refund Rule
We clearly state that under no circumstances will we approve any application for a full or partial only-refund request where you do not return the corresponding physical travel product you have received. No matter what reason you cite to submit a refund demand without returning the item, our customer service team will reject such request directly, unless you fall into the extremely rare scenario where the product you ordered is confirmed lost by the official courier system, and you have provided the complete official loss certification document issued by the logistics provider. This rule is formulated to ensure that every customer who has placed an order on our platform enjoys equal and fair transaction terms, and to avoid unreasonable operational losses that would damage our ability to continue providing high-quality, cost-effective pocket-sized travel gadgets, fun travel-ready luggage tags and all-time best-selling travel gear to all 58k+ happy customers. Any action of applying for only-refund without returning the product will be regarded as a breach of the transaction agreement between you and our company.
2. Eligibility for Return Applications
You are eligible to submit a valid return application within 30 calendar days from the date when you sign for the delivered travel product you purchased on our platform, and your application must meet all the following conditions:
- The physical product you return must be kept in its original unused, unwashed and undamaged condition, with all original factory labels, packaging and attached accessories intact, and no traces of man-made damage, long-term use or secondary processing.
- You need to provide the valid order number corresponding to the product, the complete proof of purchase, and the clear photos or short videos of the returned product showing that the item is in eligible condition.
- You have not submitted similar return applications for more than 3 times within 90 calendar days, to prevent abuse of the return policy that harms the interests of all our users.
Please note that after you return the eligible product to our designated warehouse, and our professional quality inspection team completes the verification and confirms that the returned item meets all the above eligibility requirements, we will process your subsequent exchange or refund process accordingly, and we will never process any refund request before we receive and verify the returned physical product.
3. Detailed Return Processing Flow
- Submit your return application through the “My Order” section on www.travel-manage.com, or send an application email to our official contact email aurora@travel-manage.com, with your order number, product type, and the reason for your return clearly stated.
- Our customer service team will review your application and send you the detailed return address within 3 working days after receiving your submission. Our designated return receiving address is Gospodarska zona Vukovar 15, 32000 Vukovar, Croatia.
- You ship the returned product back to the designated address using the logistics method of your choice, and send us the tracking number of the return package in time. You will bear the return shipping fees by yourself, unless the return is triggered by our confirmed product quality error or incorrect shipment on our side.
- After our warehouse team receives the return package, our quality inspection team will complete the product condition verification within 5 working days. If the verification confirms that the returned product is eligible, we will notify you via your registered email immediately.
4. Post-Verification Options (No Only-Refund Available)
After your returned product passes our quality inspection verification, you can choose one of the following two legal processing options, and there is no independent only-refund option available for selection:
- Equal Value Product Exchange: You can choose any other travel essentials with equal or lower price from our 270+ total products collection including the latest pocket-sized travel gadgets just landed, new travel-ready luggage tag drops, and all-time best-selling travel gear that keeps your luggage organized. If you choose products with higher price than the original returned item, you only need to pay the price difference, and we will arrange the new product delivery for you free of shipping fees.
- Full Refund After Successful Return Verification: We will process the full refund corresponding to the price of your returned product, and the fund will be returned to your original payment account within 7 to 14 working days, depending on the processing speed of your payment service provider. This refund will only be executed after we have successfully received and verified your returned physical product, and we will never issue any refund before getting the returned item.
5. Special Situations and Exceptions
If the product you receive has confirmed manufacturing quality defects, or we have shipped the product completely different from the item you ordered, please contact our customer service team immediately via phone +385 99 353 5804 within 7 days after you sign for the package. We will arrange a pre-paid return shipping label for you free of charge, and you can choose either free product exchange or post-return full refund. Even under these special scenarios, we still do not support any kind of only-refund request that you do not return the defective or mis-shipped item.