Refund and Returns Policy

Effective Date: October 25, 2025

Thank you for shopping with XPLRMerchUS Online at https://xplrmerchus.online.
We value your trust and aim to ensure that every customer has a smooth and satisfying shopping experience.
Please read the following policy carefully to understand our terms regarding exchanges, cancellations, returns, and refunds.

1. Exchange an Order

You can exchange the items you have ordered — but please note our important terms below:

We do not support direct exchanges. Customers are required to confirm all details (including size, design, quantity, and shipping address) before placing an order. Therefore, we do not accept exchanges or returns for incorrect item selection, sizing errors, or wrong addresses provided by the customer.

However, you may cancel your order within 2 hours of placing it and submit a new order with your preferred selections.

If you have questions or need guidance before ordering, feel free to contact our support team — we’re always happy to help ensure your satisfaction.

2. Cancel an Order

Orders can be canceled only within 2 hours after being placed.

If you contact us to cancel an order after this time, it is likely that your order has already entered processing or shipping and can no longer be canceled.

A 10% cancellation fee of the total order value will apply to all eligible order cancellations.

To cancel your order, please email us at:
📧 hello@xplrmerchus.online

3. Return & Refund Policy

You may request a return or refund within 30 days of delivery.
After 30 days, the order is considered accepted, and no refunds will be issued.

We accept returns and refunds only under the following conditions:

The product is damaged upon arrival.
The product is broken or shattered.
The product design differs from what was ordered.
The product size is not as ordered.
The product material is different from what was described.
The wrong product was received.
The product does not match the original description on our website.

Condition of Returned Items

Returned products must meet these conditions:
❌ Must not be worn, washed, or altered.
❌ Must not be missing original tags or packaging.
❌ Must not be returned with damage unrelated to our fault (e.g., careless handling).
✅ Must be in original condition and packaging when returned.

Proof Required for Refund Requests

To process a return or refund, please include:

Shipping label or receipt.
Proof of purchase (order confirmation email).
Evidence of the defective or incorrect item (photos or videos).
Screenshots of previous communication with our support team (if any).

How to Request a Return or Refund

Email your request to hello@xplrmerchus.online with all required documentation.
Our Customer Service Department will review your case and respond within 2–3 business days.
Once your return/refund is approved, our team will email you with instructions and the return address.

⚠️ Do not send items back without confirmation.
We cannot process or refund unapproved returns or lost packages.

Return Shipping Costs

Customers are responsible for covering the return shipping cost.
This amount is non-refundable and will not be included in your refund.

After you ship your return, please send the tracking number to hello@xplrmerchus.online so we can monitor your package’s arrival.

Refund Processing Time

Once your return is received and verified, please allow up to 2 business days for processing.
After approval, you’ll receive a confirmation email, and your refund (including the shipping fee you paid initially) will be issued to your original payment method.

Refund posting times may vary depending on your bank or card provider.
Typically, refunds appear within 10–15 business days from the date they are issued.

If you haven’t received your refund within this timeframe, please:

Recheck your bank account.
Contact your credit card company.
If the issue persists, email us at hello@xplrmerchus.online.

Our team will respond within 2–3 business days.

4. Important Notes

Our policy remains valid for 30 days from the delivery date. After that, no refunds or returns will be processed.
Items can be returned within 30 days without extra fees, except for the return shipping cost.
We are not responsible for lost or damaged return shipments.
Customers must contact support before returning any item. Unauthorized returns will not qualify for refunds.
Please ensure you enter a valid email address when placing your order. All order updates and tracking details will be sent via email.