Refund policy
RETURNS & EXCHANGES PROCEDURE
To request a return
- Sign in to your customer account using the email address you used at checkout. Open the relevant order and select Request return. Choose the item(s) and provide a reason for the return.
- Wait for us to review your request. We’ll email you to confirm the next steps and provide return instructions. Please don’t post your items before receiving confirmation.
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If we ask you to post the item(s), send them to:
THE EXPLORE LIFE
SHED 16, 2 CALABRO WAY
BURLEIGH HEADS, QLD 4220 -
Once we receive and assess the item(s), we’ll email you to confirm the outcome of your request, including any applicable refund or store credit in the form of a gift card.
To request an exchange
Please contact us with your order number, the item you’d like to exchange, and the size or product you’d like instead. We’ll confirm availability and the next steps before you send anything back. Once we receive and assess the returned item, we’ll confirm your exchange and let you know if any additional product or postage costs apply.
- Item(s) need to be returned to our warehouse within 21 days of purchase.
- Item(s) must be unworn, unwashed, free from pet hair and still in original condition with the original tags still attached. Items sealed for hygiene reasons can only be returned if the seal is intact.
- Item(s) that were On Sale, part of a Promotion or Special Offer at the time of Purchase CANNOT be returned for a refund. However, we can offer an exchange of sizes in the same style - unless, at the discretion of The Explore Life, the item is deemed not fit for purpose.
- The customer is required to cover shipping costs both ways for return and exchange items.
- Shipping costs are non-refundable.
- As The Explore Life is not liable for the loss of any product, we highly recommend using a trackable postal service when returning items to us, in case of the unlikely event we do not receive it.
- Providing an exchange is fully dependant on stock levels and is not guaranteed in all situations.
- A customer service representative will request proof of the item fault you have received.
Please be advised that if we are processing your refund to your credit card this will take between 2 - 3 days to appear on your credit card statement.
WARRANTY
The Explore Life provides a 1 year replacement warranty against manufacturing faults or defects.
Conditions resulting from normal wear & tear, modification, misuse, abuse or incorrect fitment are not covered and will void the warranty.
In order to make a claim under this warranty, please contact our customer support team by emailing info@theexplorelife.com.au with photos of your damaged or faulty item, your order number and a detailed description and we will rectify this as soon as possible.