Returns & Refunds

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 7 calendar days from the date you receive the product.
  • 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, gift cards are non-returnable and non-refundable, unless they are defective or damaged upon delivery.
  • Sale and promotional items follow the same return policy as regular-priced products.

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 an approved refund to your original payment method within 10 business days, or arrange the approved replacement. Your bank or credit card company may need additional time to post the refund.

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 support@experlam.co 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 (for example, credit card or PayPal). We do not offer refunds in the form of store credit unless requested by the customer.
  • Approved refunds will be issued to your original payment method within 10 business days. Your bank, credit card company, or payment provider may need additional time to process and post the refund.
  • Standard shipping on the original order is free for eligible U.S. delivery addresses, so nothing will be deducted from your refund for original standard shipping.
  • Return shipping costs are non-refundable for non-defective returns, 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 any non-refundable return 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).
  • Gift cards (physical or electronic).
  • Products that have been used, altered, or damaged by the customer.

7. Cancellation Policy

You may request to cancel your order within 1 hour of placing it, provided that the order has not been processed or shipped. Cancellation requests are not guaranteed because orders may enter fulfillment immediately. To request a cancellation, contact support@experlam.co with your order number.

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 is subject to applicable consumer protection laws. If mandatory law provides additional rights, those rights will apply.