REFUND POLICYEXCHANGE AN ORDER

You can exchange the items you have ordered!

Please note, we do not support exchanges. When placing an order, customers are required to confirm all details, including size, design, quantity of the items, etc. Therefore, we do not accept returns or exchanges for incorrect selection of items, sizes, designs, or addresses.
However, you can cancel your order immediately – within 2 hours of placing it – and place a new order with your preferred selection.
If you have any questions about placing an order, feel free to contact us. Our goal is to ensure you are completely satisfied with your purchase.

CANCEL AN ORDER
Orders can only be canceled within 2 hours after placing the order.
If you contact us to cancel your order beyond this time frame, it is likely that the order has already been sent for processing and shipping at our warehouse.
We charge a cancellation fee of 10% of the total order value, which will be applied during the cancellation process.
To cancel an order, please contact us via email at xplrmerchus@gmail.com.

RETURN & REFUND POLICY
Orders can be returned within 30 days of delivery.
After this 30-day period, the order is considered accepted by the customer, and no refunds will be issued.

We accept returns and refunds under the following conditions:

  • The product is damaged upon arrival.
  • The product is shattered.
  • The product design differs from what was ordered.
  • The product size is not as ordered.
  • The product material is different from what was ordered.
  • The wrong product was received.
  • The product is different from its original description.

Condition of the product when returned:

Returned products must not have the following conditions:

  • The item(s) have been worn or washed.
  • The item(s) have been altered in any way.
  • The item(s) are defective, unless the defect is due to our fault.
  • The item(s) no longer have their original tags.
  • The item(s) have redundant thread that can easily be cut or repaired.
  • The item(s) must be returned in their original condition and in their original packaging.

Proof of order to request a refund:

  • Shipping label/receipt.
  • Proof of purchase.
  • Evidence of defective items.
  • Screenshots of emails previously sent to you.

Procedure for requesting a return and refund:

Customers should send a refund inquiry to our email address at xplrmerchus@gmail.com along with all necessary documentation.
Customers can expect a response from our Customer Service Department regarding the eligibility of their refund inquiry within 2 to 3 business days. Please ensure your email notifications are turned on and wait for our response.
Depending on your specific situation, additional instructions may be provided.

Please note, if you have not received an email from us confirming the eligibility of your return and refund request, no refunds will be issued.

Return Process:

Once your return or refund request is confirmed as eligible via email, our customer service team will provide you with our return address.
Please DO NOT send the package back without our email confirmation. We cannot be held responsible for lost returns. If we do not receive the returned package, no refund will be issued. Therefore, after sending the return, please forward the carrier’s tracking number for the returned item(s) to xplrmerchus@gmail.com in a separate email.
Customers are responsible for covering the return shipping cost. This cost is not included in the refundable amount.

Refund Processing Time:

Refund processing can take up to 2 business days from the time we receive your return. Once the package arrives at our facility, we will send you an email to confirm and then proceed with issuing a full refund for your order, including the shipping fee you previously paid.
If you have not received your refund yet, please double-check your bank account. Then, contact your credit card company, as it may take some time for your refund to be officially posted. Depending on your card issuer’s policy, you should receive your money within 10 to 15 days from the date your refund was issued.
If you have done all of the above and still have not received your refund, please contact us immediately at xplrmerchus@gmail.com. We request your patience as we respond within 2 to 3 business days.

Thank you,
Customer Service Department

(*) IMPORTANT NOTES:

  • Our policy remains valid for 30 days from the completion of the delivery process. After this 30-day period, the order is considered accepted by the customer, and no refunds will be possible.
  • Items can be returned or exchanged within 30 days of delivery without any additional fees, except for the shipping cost incurred when you send back the package.
  • We are not liable for any damages or losses incurred during the return shipping process, and no refunds will be issued in these cases.
  • It is imperative that customers contact our Support Team before initiating a return. We cannot be held responsible for any disqualified Refund & Return Requests or lost item(s) during the return process.
  • Please enter the correct email address and check it regularly when placing your order. The shipping information for the order will be sent to your email to avoid the fact that we cannot contact you, causing the delivery time to be delayed.

Customer service is our number one priority, and we will do whatever we can to take care of you. Thank you for choosing xplr. If you have any questions, please don’t hesitate to contact us via email at xplrmerchus@gmail.com.

Happy Shopping!