Refund Policy - explorershop

ExplorerShop, also referred to as “we,” “us,” or “our,” operates the website at explorershop.xyz.
This Refund & Returns Policy applies to all orders placed through our site and describes how to return items, refund eligibility, exceptions, and processing times.

Request Window: You may request a return or refund within 7 calendar days of delivery. All requests after this period are subject to denial.
Condition:
- Plants must be alive, healthy, and in their original, undamaged packaging.
- The plant shouldn’t show signs of wilting, infestation, or neglect due to improper care (as outlined on product care pages).
Defective or Damaged Plants: If your plant arrives unhealthy, wilted, mouldy, or obviously damaged, it qualifies for a replacement or full refund—provided you submit photo evidence (see Section 3).

To start the process:

Email support@explorershop.xyz with:
- Subject: Refund/Return Request – Order #[your order number]
- Attach 2–3 clear photos showing the plant’s condition and packaging upon arrival.
- Briefly describe the issue (e.g., “The leaves are wilted and yellowed,” “Plant arrived broken in package”).
We’ll respond within 2 business days, confirming eligibility and instructions for the next steps.

Damaged/Defective Items: We’ll cover return shipping or provide a pick-up label where feasible.
Change-of-Mind Returns:
- If the plant is simply unwanted (but still in acceptable condition), return shipping is your responsibility.
- Please pack the plant securely—using original materials if available—to avoid damage during return.

Note: Any shipping or handling charges initially paid during purchase are non-refundable, unless the return is due to our error.

Depending on your preference and the issue:

Replacement: If the item is defective or damaged, we’ll offer a replacement shipped at no extra cost.
Store Credit: You may opt for a full-value store credit (valid for 365 days).
Refund: Refunds are issued to the original payment method. Please allow 5–7 business days after we receive and inspect the returned item for processing.

Refunds exclude shipping charges, unless store error applies.

Response to Request: within 2 business days of submission.
Return Shipping:
- Customer bears cost for change-of-mind returns.
- We coordinate return shipping for damaged items at our expense where possible.
Inspection: Once received, items are inspected within 3–5 business days.
Final Decision / Refund Issued: Within 2 business days after inspection.

In total, expect the refund or resolution process to complete in around 7–12 business days from submission.

You may cancel your order before it is dispatched. Simply email support within 24 hours of placing it. If cancellation is accepted:
- You’ll receive a full refund of the item price.
- Refunds of any shipping charges depend on whether the order had already been dispatched.

Items marked “Final Sale–Non-Refundable” (e.g. seeds, sale bundles, or custom orders) cannot be returned or refunded unless defective.
Custom or pre-ordered plants not listed in our regular inventory are non-cancellable and non-refundable—unless they arrive in an unsatisfactory condition under our standard criteria.

To avoid issues:

Follow our Care Instructions (watering, light, humidity, etc.) immediately after unboxing.
If signs of stress appear (wilting, brown spots, pests) within 24–48 hours of delivery through no fault of your own, you may still be refunded, provided you notify us promptly with photos.
Always use our recommended potting mix and avoid over-/under-watering as per the care guide.

For delivery outside India:

Return shipping costs are your responsibility for change-of-mind.
Customs duties, import taxes, or local return clearance fees are non-refundable.
Defective or damaged items will still receive the same support—refund, store credit, or replacement—once we verify condition with photos.
Refunds exclude any duties, taxes, or shipping charges we cannot reclaim.

If we decline a refund or replacement, we’ll provide a clear explanation.
You may escalate unresolved issues via email to support@explorershop.xyz, and our team will re-review your case.
In rare circumstances, we may offer a partial refund (e.g., 50% credit) if returned plants show some damage or signs of mishandling despite meeting general eligibility.

This policy is effective as of [Effective Date].
We reserve the right to update it with at least 15 days’ notice (via website or email) for policy changes.
Any disputes are subject to the exclusive jurisdiction of courts in [City], Jhansi, Uttar Pradesh, India, governed by Indian laws.