Return Policy
Overview
At our Explore Trend store, customer satisfaction is our priority. As we operate under a dropshipping model, the products you order are shipped directly from our suppliers, and returns are processed in collaboration with them. This policy outlines the conditions and procedures for returns, exchanges, and refunds. By making a purchase, you agree to the terms set out below.
1.Return Eligibility
To qualify for a return, the item must meet the following criteria:
– Return Window : Returns must be requested within 30 days of receiving your order.
– Item Condition : The item must be unused, in its original packaging, and in the same condition as when it was delivered.
– Excluded Items : Certain products, such as custom-made or personalized items, intimate goods, or items marked as “final sale,” are non-returnable. These exclusions will be noted in the product description.
2. How to Request a Return
To initiate a return, please contact our customer service team at info@exploretrend.shop with your order number and a detailed reason for the return. If the item is damaged or defective, please include photos. Once your return request is approved, we will provide return instructions, including the supplier’s address where the item should be sent.
3. Return Shipping Costs
In cases where the return is due to reasons other than damage or error on the supplier’s part (e.g., changing your mind or ordering the wrong item), the customer is responsible for covering the return shipping costs. We recommend using a trackable shipping method, as we are not liable for returns that are lost in transit.
4. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, please contact us within 7 days of delivery. Include photos and your order number. We will work with the supplier to either send a replacement item at no additional cost or offer a full refund, including return shipping fees.
5. Refunds Process
Once the returned item is received and inspected by the supplier, we will notify you of the refund approval or rejection. Approved refunds will be processed within 5-10 business days, and the amount will be credited back to your original payment method. Please note that any original shipping costs are non-refundable unless the return is due to a supplier error (damaged, defective, or incorrect item).
6. Exchanges
We currently do not offer exchanges. If you would like a different item, please return the original product for a refund and place a new order for the item you prefer.
7. Lost or Undelivered Packages
If your order is marked as delivered but you haven’t received it, please check with your neighbors or your local postal service first. If the package still cannot be located, contact us, and we will work with the supplier and shipping carrier to investigate the issue. If the package is confirmed lost, we will either issue a full refund or send a replacement.
8. Addressing Return Issues
It is crucial that customers provide the correct shipping address for returns. If the product is sent back due to incorrect shipping information, we are not responsible for delays or additional costs.
9. Contact Information
If you have any questions regarding our return process or need assistance, feel free to contact us at exploretrend.shop or +92 344 430 1200. We are here to assist you and ensure your shopping experience is smooth and hassle-free.