Refund Policy

OUR 14 DAY WARRANTY

All products come with a replacement warranty for 30 days from purchase. IF your purchase does not match the description or is the item defective, please contact us within 48 hours of receiving your order - we will make sure that all of your issues are resolved.
If you received the wrong item, please contact us within 48 hours of delivery. We will arrange to deliver the correct items or return all your payment.
For defective or faulty products, please take photos or videos and email us at support@explorerlighterpro.com - we will replace or refund your purchase after confirmation.

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

RETURNS & REFUNDS 

Our policy lasts 14 days from the day the product is delivered. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

In order to receive your refund please follow the steps below:

Products can only be returned if they are still in their original condition and packaging. Used products, or products damaged by the customer will not be eligible for refund.

To return your product you must be in one of the following specific cases:

- The product does not suit you

- The performance of the product does not fit your expectations

- The product is defective

These cases, if they occur within 14 days after delivery, are eligible for return. Please email us at support@explorerlighterpro.com with the detailed reason for return and pictures and/or a video of the product that supports your reason.

Upon approval you will receive the address of the closest warehouse where you can mail the product you would like to return.

To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages. You will be responsible for paying for your own shipping costs for returning your item*. Shipping costs are non-refundable. 

*Please note products will have to be sent back to China. Return costs may be around 25$.

Upon the receipt of your package your products will be examined and a partial or full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.


Note that any item that is returned more than 14 days after delivery will not be refunded.

Note that several types of goods are exempt from being returned. We do not accept returns for products that have been stained after usage. 

In the following specific cases you will be eligible for a replacement:

- The product arrived broken

- The product misses parts and does not work

- You received a wrong product

These cases, if they occur within 14 days after delivery, are eligible for replacement. Please email us at support@explorerlighterpro.com with the detailed reason why you want a replacement and pictures and a video of the product that supports your reason.

In the following specific case you will be eligible for a partial refund:

- The product did not arrive within the 50 days after you placed your order

How to get a partial refund? Send us an email to support@explorerlighterpro.com. Upon the receipt of your email we will examine it and after validation we will give you a partial refund that will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.


Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at: support@explorerlighterpro.com


Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: support@explorerlighterpro.com


Sale/Promotion items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


CAN I CANCEL MY ORDER ?


If you want to cancel your order you can do it within the 24 hours after placing your order. If the item has already shipped, please email support@explorerlighterpro.com. All you need to do is send us an email with the subject line "CANCEL".

After the product has been shipped, we will not be responsible and will not be able to proceed to a refund if you submitted a wrong address.

Please note that we are not responsible for any mistake you may make during your order. We will not be able to refund a product you would have add by mistake. Please double check your cart when you check-out.