Returns & Refunds

1. Order Cancellations

Cancellation requests must be submitted as soon as possible after an order is placed.

An order may be canceled for a full refund only if it has not been processed, fulfilled, or transferred to the carrier.

Once an order has been processed, fulfilled, or shipped, it can no longer be canceled as an unshipped order. It will instead be handled under our return process below.

Submitting a cancellation request does not guarantee that the shipment can be stopped.

2. Orders Already in Transit

If a return request is received after an order has shipped, EXPERLAM may attempt to intercept or recall the shipment. Carrier interception is not guaranteed.

For change-of-mind returns:

• The customer is responsible for any actual carrier interception, return-to-sender, or return shipping costs.
• We will disclose the applicable return cost before deducting it from the refund whenever the amount is available.
• If interception is unsuccessful, the customer may be asked to refuse delivery or follow our authorized return instructions after delivery.
• Refusing delivery does not automatically qualify an order for a full refund.
• If an order is shipped in multiple packages, all packages and components must be returned before the return can be completed.

Please do not ship an item to the sender address shown on the original package or to any other address without written authorization from EXPERLAM.

3. 30-Day Return Window

Eligible products may be returned within 30 calendar days after delivery.

To qualify for a return, the product must be:

• Unused and unassembled;
• In its original condition;
• Returned with all parts, hardware, manuals, accessories, and protective materials;
• Securely packed in its original packaging; and
• Accompanied by valid proof of purchase.

A return request must be approved before the product is shipped back. Unauthorized returns might be refused or delayed.

Contact support@experlam.co with your order number, product name, quantity, reason for return, and relevant photos.

4. Change-of-Mind Returns

Change-of-mind reasons include, but are not limited to:

• No longer wanting or needing the product;
• Ordering the wrong size, color, quantity, or model;
• The product not fitting the intended room or space;
• Refusing delivery after the order has shipped; or
• Requesting cancellation after fulfillment or shipment.

For these returns:

• The customer is responsible for return shipping and applicable carrier return costs.
• If EXPERLAM provides a prepaid return label, the actual label cost will be deducted from the refund.
• Any shipping amount originally paid by the customer is non-refundable.
• If the order included free shipping, we will not deduct an undisclosed original outbound shipping charge. However, actual return or interception costs may still be deducted.
• No refund will be issued until all returned packages have been received and inspected.

5. Damaged, Defective, or Incorrect Products

Inspect all packages promptly after delivery.

If an item arrives damaged, defective, incomplete, or incorrect, contact us within 7 calendar days of delivery at support@experlam.co.

Please provide:

• Your order number;
• Photos of the outer packaging and shipping labels;
• Photos or video clearly showing the problem; and
• A description of the damaged, defective, missing, or incorrect component.

After verification, EXPERLAM may provide replacement parts, a replacement product, a prepaid return label, or a refund, depending on the circumstances.

When a return is required because of a verified defect, shipping damage, an incorrect item, or an error by EXPERLAM, we will cover the authorized return shipping cost.

Do not discard the product or packaging before the claim has been resolved.

6. Return Authorization and Shipping

Approved customers will receive return instructions and the applicable return warehouse address.

Returns may be sent to different warehouses depending on the product and original shipping location. Do not return products to our business contact address or the address printed on the original shipping label unless we specifically authorize that address in writing.

Customers must:

• Follow the provided packing and shipping instructions;
• Return every carton associated with the approved return;
• Retain the return tracking numbers; and
• Obtain a carrier acceptance receipt.

For customer-arranged returns, we strongly recommend using a trackable and insured shipping service. EXPERLAM is not responsible for unauthorized return packages lost or damaged in transit.

7. Inspection and Refund Amount

Returned products are normally inspected within 3–5 business days after all packages have been received.

The refund will be based on the amount actually paid for the returned product, less any disclosed and applicable deductions, including:

• Prepaid return-label costs;
• Carrier interception or return-to-sender costs; and
• A reasonable reduction for missing parts, missing packaging, assembly, use, customer-caused damage, or a loss in product value.

We will provide an explanation of material deductions.

If a return does not meet the eligibility requirements, we may deny the refund or offer a reduced refund. When practical, we will contact the customer before completing a materially reduced refund.

8. Refund Processing

Approved refunds are issued to the original payment method.

Refunds are normally submitted within 5–10 business days after inspection. Your bank, credit-card issuer, PayPal, or other payment provider may require additional time to post the refund.

Original payment-processing fees charged to EXPERLAM are not separately charged to the customer unless permitted by applicable law and clearly agreed before the refund.

9. Exchanges

To request an exchange, contact support@experlam.co.

Depending on product availability, we may process the exchange as a return followed by a new order. For non-defective products, the customer is responsible for the authorized return shipping cost.

10. Non-Returnable Items

The following products are non-returnable unless damaged, defective, or incorrect:

• Custom-made or personalized products;
• Gift cards;
• Products specifically and clearly marked “Final Sale” before purchase;
• Products that have been used, modified, improperly assembled, or damaged after delivery; and
• Products missing essential parts or components.

A discounted price alone does not make a product final sale unless the product was clearly marked “Final Sale” before purchase.

11. Lost or Undelivered Orders

If tracking does not show successful delivery, contact us so we can investigate with the carrier.

A customer will not be held responsible for a shipment that is confirmed lost before delivery. This is different from a delivered order, an unsuccessful delivery caused by an incorrect customer-provided address, or a package returned after the customer refused or failed to accept delivery.