Refund policy

At JOURNEY, we're passionate about ensuring our customers are completely satisfied with their purchases. That's why we offer a hassle-free 30-day return policy with free returns. If, for any reason, you're not entirely pleased with your order, you can return it to us within 30 days of receiving the delivery.

To initiate a return, please email us at sales@journeyofficial.com and include the following details in your email:

  1. Your order number
  2. The email address used to place the order (if you're contacting us from a different email)
  3. The reason for your return. The more details you provide, the more it helps us to improve our products and services.
  4. Images of the product with its packaging and accessories. If the box has been opened, please ensure you take photos of the product and the accessories that came with it. If the box is still sealed, an image of the sealed box will suffice.

We ask that you keep the items and any included accessories in an unused condition and maintain all original packaging intact. Please note that we may be unable to accept return requests if any accessories or original packaging are missing or not in their original state.

We aim to make your return process seamless and provide our customers with free returns. However, please understand that we are unable to refund the original shipping cost.

We appreciate your understanding and cooperation and look forward to assisting you. Should you have any further questions or concerns about our return policy, please don't hesitate to contact us at  sales@journeyofficial.com.

 

How do I cancel/change my order?

Cancellations and changes will be considered only where the order has not been accepted by our warehouse. Once the order has been accepted by our warehouse, we are not able to cancel or change the order.

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


When will I receive my refund?

Once your return has been delivered to our warehouse, please allow up to at least 14 business days for your refund/store credit/exchange to be issued.


What is your warranty policy?

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 sales@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.