Returns Policy

Last updated: April 2026

Overview

PASSIA Travel (ABN 79 351 805 697) wants you to be satisfied with your purchase. This policy outlines your rights and our process for returns and refunds.

Returns window

We accept returns within 14 days of your delivery date, provided the following conditions are met:

• The item is in its original, unused condition
• All original tags are still attached and intact
• The item shows no signs of use, wear, or damage caused by the customer
• The item is returned in its original packaging where possible

Items that do not meet these conditions will not be accepted for return.

Damaged or faulty items

If your item arrives damaged or faulty, please contact us within 14 days of delivery at hello@passia.co with your order number and photographs of the damage. We will assess your claim and, where the damage is confirmed, offer a full refund or replacement at our discretion.

If we find that ‘damaged’ items have been fraudulently created using AI to get a refund, we will file a report to the police on the matter. 

How to return

To initiate a return, email hello@passia.co with your order number and reason for return. We will confirm whether your return is eligible and provide return instructions.

Return shipping costs

Return shipping costs are the responsibility of the customer unless the item is confirmed as faulty or damaged on arrival. We recommend using a tracked shipping service as we cannot accept responsibility for items lost in transit on return.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds will be processed within 10 business days to your original payment method.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

UK Consumer Rights

If you are a UK customer, you have the right to return goods within 14 days of receipt under the Consumer Contracts Regulations 2013 without giving a reason. Refunds will be issued within 14 days of us receiving the returned goods. Your rights under the Consumer Rights Act 2015 are not affected by this policy.

Contact

For returns and refund queries: hello@passia.co