ExploreLuis Return Policy
Effective Date: January 4, 2025
At ExploreLuis, we strive to ensure that you are completely satisfied with your purchase. If for any reason you are not satisfied with your product, we are happy to offer returns under the terms outlined in this Return Policy. Please read the following policy carefully to understand the process and your rights.
1. Return Eligibility
You may return most items purchased directly from ExploreLuis within 30 days of the purchase date. To be eligible for a return, the following conditions must be met:
- The item must be unused, in the same condition as you received it, and in its original packaging.
- You must provide a valid proof of purchase (receipt or order confirmation) when returning the product.
- Certain items, such as customized or perishable goods, may not be eligible for return. These items will be clearly marked at the time of purchase.
2. How to Initiate a Return
To initiate a return, please follow these steps:
Contact Customer Support: Email us at info@exploreluis.com with your order details, including the order number, the product you wish to return, and the reason for the return.
Return Authorization: Our customer service team will provide you with a return authorization and instructions on how to send the item back. Please do not send the item back without receiving authorization.
Prepare the Item for Return: Ensure that the product is in its original, unused condition and securely packed in the original packaging. Include any accessories, tags, and documentation that came with the product.
Ship the Item Back: Once you receive the return authorization, send the item back to the address provided. Please use a trackable shipping service, as we are not responsible for lost or damaged items during return shipment.
5. Return Shipping Costs
Unless the return is due to an error on our part (e.g., defective or incorrect item), you will be responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund amount.
6. Refunds
Once we receive your returned item and confirm that it meets our return policy requirements, we will process your refund. Refunds will be issued to the original payment method used for the purchase.
- Processing Time: Please allow up to 7-10 business days from the date we receive the returned item for your refund to be processed.
- Partial Refunds: If the returned item is not in its original condition, is damaged, or missing parts, we reserve the right to issue a partial refund or reject the return.
7. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, you will need to return the original product for a refund and place a new order for the desired item.
8. Defective or Damaged Items
If your product arrives damaged, defective, or if you receive an incorrect item, please contact us immediately at info@exploreluis.com. We will provide a pre-paid return label for the defective or damaged product and send you a replacement or process a full refund.
9. Non-Returnable Items
The following types of items are non-returnable and non-refundable:
- Custom or personalized products
- Perishable items (e.g., food, flowers, etc.)
- Gift cards
- Downloadable software or digital products
10. International Returns
For international orders, the return process may vary. You will be responsible for return shipping costs, and any customs duties or taxes incurred on the return shipment are also your responsibility. Please contact our customer service team at info@exploreluis.com for detailed instructions on returning international orders.
11. Right to Refuse Returns
We reserve the right to refuse returns if the product does not meet the eligibility requirements outlined in this policy, such as being damaged due to improper handling or misuse. In such cases, the item will be returned to you at your expense.
12. Contact Us
If you have any questions about our Return Policy, need assistance with a return, or have concerns regarding your order, please contact us:
- Email: info@exploreluis.com
- Phone: (707) 822-3916
- Address: 21 Beverly Dr, Arcata, California (CA), 95521