Return, exchange & refund policy

We want you to love your Travel Diary & Activity Book; however, if your item is not quite right, we have the following policies in place, in accordance with Australian Consumer Law.

1.1.1. Returns & exchanges

We offer returns and exchanges on all full priced items, and our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a return, or exchange. 

To be eligible for a return, or exchange, your item(s) must be unused and in the same condition that you received it “as new”. 

Travel diaries, or accessories that have obvious signs of use, are not in their original condition (including packaging), or are damaged, will not be eligible for return, or exchange. 

Nor will any item that is returned more than 30 days after delivery. 

If, after receiving your order, you feel that the alternative travel diary (e.g., junior or senior) would be more appropriate for your child, we will happily provide you with an exchange as long as the product is returned in “as new” condition within 30 days of delivery. 

To complete your return, we require a receipt or proof of purchase be sent to hello@mybigadventure.com.au and for you to ship your products to 22 Warrenwood Place, Langwarrin, VIC, 3910 via registered post. 

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange. 

If approved, then your exchange will be processed, and new travel diaries will be shipped out, in most circumstances, within two business days. Exchanges may take longer during peak periods e.g., seasonal holidays. 

Please note that the shipping cost to return items is payable by you – the customer and that My Big Adventure reserves the right to deny an exchange if the returned item or items do not meet the above conditions. 

1.1.2. Refunds 

In most circumstances, we do not offer refunds, only exchanges. 

We will refund, if your order is damaged or faulty, by our own doing, and an exchange is not physically possible before you and your family travel, or in exceptional circumstances determined by us. Please contact hello@mybigadventure.com.au to arrange. 

If you are approved for a refund from My Big Adventure then your refund will be processed and automatically applied to your credit card or original method of payment, within a certain amount of days. 

Items damaged in the post will not be eligible for refund, from My Big Adventure, and My Big Adventure will not be held liable for any products damaged or lost during shipping. 

If you received your order damaged, please contact the shipment carrier to file a claim, and please save all packaging materials and damaged goods before filing a claim.

Likewise, if your order is lost, please contact the shipment carrier to file a claim.

1.1.3. Late or missing refunds 

If you are entitled to a refund and haven’t received the funds, recheck your bank account, then contact your bank or credit card company, as funds can sit pending for some time.

If you’ve done all of this and you still have not received your refund, please contact us at hello@mybigadventure.com.au

1.1.4. Incorrect & faulty items

While we hope this never happens, if you do receive an incorrect or faulty item please contact us immediately via email and we will help resolve your issue.

Please include your name, order number, and a photo of the issue in your email. The best email address to contact us on is hello@mybigadventure.com.au

1.1.5. Sale items

Please choose carefully, as clearance and sale items are non-returnable, available for exchange, or store credit.