Refund Policy

Thank you for shopping at ‘EXPERLAM.CO’(hereinafter referred to as "our store"). We are committed to providing high-quality products and services to our customers. This Refund Policy outlines the terms and conditions for returns, exchanges, and refunds, ensuring transparency and fairness for both parties. By making a purchase on our website, you agree to comply with the terms stated below.

1. Return & Refund Eligibility

To be eligible for a return and refund, the following conditions must be met:

  • All returns must be initiated within 30 calendar days from the date you receive the product (extended to 45 days for customers in the EU/UK, in compliance with local consumer protection laws)[superscript:3].
  • The product must be in its original condition: unused, unwashed, undamaged, with all original tags, packaging, and accessories intact. Products that have been used,altered, or damaged by the customer will not be accepted.
  • Proof of purchase (order number, order confirmation email, or receipt) is required for all return requests.
  • Custom-made products, personalized items, final sale items, and gift cards are non-returnable and non-refundable, unless they are defective or damaged upon delivery.

2. Defective or Damaged Products

If you receive a product that is defective, damaged, or incorrect (e.g., wrong size, wrong color, or missing items) upon delivery, please follow these steps:

  • Contact our customer service within 7 calendar days of receiving the product, providing your order number, photos/videos of the defective/damaged product, and a detailed description of the issue.
  • Our customer service team will review your request within 2 business days. After verification, we will provide you with a free return label (for defective/damaged products, we bear the return shipping cost) or arrange for a replacement directly, depending on your preference.
  • Once we receive and inspect the defective/damaged product, we will process your refund or replacement within 5-7 business days.

3. Return & Refund Process

To initiate a return and refund, please follow these steps:

  • Visit our website’s "Contact Us" page or send an email to [experlam@163.com] with the subject line "Return Request - [Your Order Number]".
  • Include your order number, product name, reason for return, and photos (if necessary) in your request. Our customer service team will respond within 2 business days to confirm your return eligibility and provide a return authorization (RA) number and return shipping instructions.
  • Package the product securely with all original tags, packaging, and accessories. Write the RA number on the outside of the package (this is required for processing your return).
  • Ship the package to the address provided by our customer service team. For non-defective products, the return shipping cost is borne by the customer. We recommend using a trackable shipping method to ensure the package is delivered safely.
  • Once we receive your returned package, we will inspect the product within 3-5 business days. If the product meets the return eligibility requirements, we will process your refund.

4. Refund Methods & Timelines
  • Refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal, Alipay). We do not offer refunds in the form of store credit unless requested by the customer.
  • Refund processing timelines vary by payment method:
  1. Credit card: 3-7 business days (processing time depends on your credit card issuer).
  2. PayPal: 1-3 business days.
  3. Other payment methods: 5-10 business days, depending on the payment provider.
  • Please note that shipping costs (both original and return) are non-refundable, unless the return is due to a defective product, damaged product, or our error.
  • For orders with discounts or promotional codes, the refund amount will be calculated based on the actual amount paid by the customer (excluding discounts and shipping costs).

5. Exchange Policy

If you wish to exchange a product (e.g., for a different size, color, or style), please follow the return process above and note "Exchange Request" in your return request. After we receive and inspect your returned product, we will ship the new product to you free of charge (for non-defective products, the return shipping cost is borne by the customer; for defective products, we bear all shipping costs).

If the new product you request is out of stock, we will contact you to offer a refund or a different alternative.

6. Non-Returnable Items

The following items are non-returnable and non-refundable, unless they are defective or damaged upon delivery:

  • Custom-made or personalized products (e.g., engraved items, custom-sized products).
  • Final sale items (marked as "Final Sale" on the product page).
  • Gift cards (physical or electronic).
  • Hygiene products (e.g., underwear, socks, skincare products that have been opened).
  • Products that have been used, altered, or damaged by the customer.

7. Cancellation Policy

You may cancel your order within 24 hours of placing it, provided that the order has not been processed or shipped. To cancel an order, please contact our customer service immediately with your order number. Once the order is processed or shipped, we cannot cancel it, and you will need to follow the return process after receiving the product.

8. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with the updated date. Your continued use of our website after the changes take effect constitutes your acceptance of the updated policy.

9. Compliance with Local Laws

This Refund Policy complies with the consumer protection laws of major markets (including but not limited to the EU/UK Consumer Rights Directive, US state consumer protection laws, and Southeast Asian regional consumer protection regulations). For customers in specific regions, the relevant local laws shall prevail if there are any inconsistencies between this policy and local laws.

[EXPERLAM.CO] reserves the final interpretation right of this Refund Policy.