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Refund and Returns Policy
We want you to feel confident when purchasing from EXPLORIST.life, and we also want to make sure returned products are handled fairly for both our customers and our team.
Because many of the products we sell are electrical system components, returned items must be inspected before a refund can be finalized. The final refund amount depends on the condition of the product when it is received back at EXPLORIST.life.
Damaged Packages
Packages/Equipment damaged in shipping falls outside of the scope of the standard returns and refunds policy and is handled on a case by case basis to make things right.
Damaged packages or missing items must be reported within 14 days of receipt. Please unbox and inspect your equipment immediately upon delivery to identify and report any issues or damages. Issues reported after 14 days may not be eligible for replacement, refund, or claim support, as EXPLORIST.life cannot verify whether the damage or missing items occurred before or after delivery.
In the unfortunate event that your order arrives damaged in any way, please email us as soon as possible at info@explorist.life and include a photo of the item’s condition and packaging condition. And we will do everything we can to provide you with a satisfactory solution.
Return Window
We accept eligible returns within 30 days of purchase.
To be eligible for return, the item must be returned to us for inspection using the return instructions provided by our team.
Please use the provided UPS return label when one is issued. USPS does not deliver to our warehouse address.
Return Shipping
Unless the return is due to an EXPLORIST.life error, the customer is responsible for return shipping and any non-refundable original shipping costs.
If EXPLORIST.life shipped the wrong item or made an error that caused the return, we will cover return shipping and refund customer-paid shipping when applicable.
How to Initiate a Return
To return an item, please email customer service at info@explorist.life to obtain a Return Merchandise Authorization (RMA) number and next-step instructions.
How Refunds Are Calculated
Refunds are based on the condition and resale value of the item when it is received and inspected.
A product can only be refunded as a new-in-box return if it can be confidently resold as brand new to the next customer.
This means the item must be:
- Unused
- Uninstalled
- Undamaged
- Complete
- In original manufacturer packaging
- Include all manufacturer-supplied packaging, protective materials, manuals, accessories, labels, inserts, wraps, terminal covers, and other included materials
If an item is returned in less-than-new condition, the refund may be reduced based on the condition of the item and whether it can be resold.
What to Expect
The table below shows the expected refund treatment based on the condition of the returned item.
Final refund amounts are determined after inspection.
| Return Condition | Expected Refund Treatment |
|---|---|
| EXPLORIST.life error | Return fee waived. Return shipping covered by EXPLORIST.life. Original customer-paid shipping may be refunded when applicable. |
| Standard item returned new-in-box | Item price minus 3% + $10, capped at 15% of the item price. |
| Large item over 50 lbs returned new-in-box | Item price minus 8% of the item price. |
| Open Box / Like New | Refund reduced by 25% of the item price. |
| Cosmetic Damage | Refund reduced by 25% of the item price. |
| Used, connected, installed, or programmed | Refund reduced by 50% of the item price. |
| Damaged, incomplete, modified, failed testing, unsafe, or unsellable | Refund may be denied. |
These amounts do not include any non-refundable shipping charges or return shipping costs that may also apply.
New-in-Box Returns
If an item is returned unused, uninstalled, complete, undamaged, and in resale-ready new condition, a return fee may apply.
For standard items, the return fee is 3% of the item price plus $10, capped at 15% of the item price.
For large items over 50 lbs, the return fee is 8% of the item price.
These fees help offset non-refundable payment processing costs, return handling, inspection, and restocking.
Example
If a standard item costs $250 and is returned new-in-box, the return fee would be:
3% of $250 = $7.50
$7.50 + $10 = $17.50
Expected refund before shipping deductions: $232.50
Open Box / Like New Returns
An item may be considered Open Box / Like New if it appears unused but can no longer be sold as brand new.
Examples include:
- Opened or disturbed manufacturer packaging
- Missing plastic wrap, bags, foam, inserts, or protective materials
- Damaged or heavily worn product packaging
- Missing or loose manuals/accessories
- Packaging or presentation that would reasonably make the next customer question whether the item is brand new
Open Box / Like New returns are generally refunded at 75% of the item price, meaning the refund is reduced by 25%.
Example
If an item costs $250 and is returned Open Box / Like New, the expected refund before shipping deductions would be:
$250 − 25% = $187.50
Cosmetic Damage
If an item is returned with cosmetic damage, the refund may be reduced to reflect the discounted resale value of the product.
Examples include:
- Scratches
- Dents
- Scuffs
- Casing damage
- Cosmetic damage from handling or shipping
- Packaging damage severe enough to affect resale presentation
Cosmetic damage does not always mean the product is electrically damaged, but it may still reduce the value of the item.
Cosmetic Damage returns are generally refunded at 75% of the item price, meaning the refund is reduced by 25%.
Example
If an item costs $1,200 and is returned with cosmetic damage, the expected refund before shipping deductions would be:
$1,200 − 25% = $900
Used, Connected, Installed, or Programmed Items
Products that show signs of use, installation, connection, programming, mounting, or power-up may receive a significantly reduced refund or may require additional inspection before a refund decision is made.
Examples include:
- Tool marks
- Scratches around terminals or mounting points
- Wires inserted into terminals
- Removed knockouts
- Changed settings or programming
- Evidence of mounting or installation
- Evidence the product was powered on or connected
Electrical equipment that has been installed or connected may require testing before it can be resold, and may not be eligible for a full refund.
Used, connected, installed, or programmed returns are generally refunded at 50% of the item price, meaning the refund is reduced by 50%.
Example
If an item costs $1,200 and is returned showing evidence of installation or connection, the expected refund before shipping deductions would be:
$1,200 − 50% = $600
Damaged, Incomplete, Modified, Unsafe, Failed-Testing, or Unsellable Items
Refunds may be denied for items returned in a condition that cannot be safely or confidently resold.
Examples include:
- Missing required parts or accessories
- Cut wires
- Damaged terminals
- Broken housing
- Product modifications
- Water damage
- Burn marks
- Failed testing
- Unsafe condition
- Evidence of misuse
If a refund is denied due to condition, the customer may have the option to pay return shipping to have the item sent back to them.
Large Item Returns
Large items over 50 lbs require additional care because they often ship in manufacturer packaging and may be more susceptible to packaging damage during transit.
A large item may only be treated as new-in-box if the product and packaging are both in good enough condition to be resold and shipped to the next customer as brand new.
If the manufacturer box is torn, crushed, heavily taped, punctured, water-damaged, structurally compromised, or otherwise not suitable for resale as new, the item may be treated as Open Box, Cosmetic Damage, Used, or another applicable condition category.
EXPLORIST.life Error
If EXPLORIST.life shipped the wrong item, made an incorrect recommendation, or made another error that caused the return, we will make it right.
In those cases, return fees are waived, return shipping is not charged to the customer, and original customer-paid shipping may be refunded when applicable.
However, if the item is damaged, installed, connected, modified, or otherwise changed after delivery, the physical condition of the returned item will still be considered during inspection.
Refund Timing
Refunds are issued after the returned item has been received and inspected.
Inspection allows us to confirm:
- The correct item was returned
- The product condition
- Whether all accessories and materials are included
- Whether the item can be resold as new, open box, refurbished, used, or not at all
- Whether any additional review is required
Once inspection is complete, our team will process the applicable refund based on the condition of the returned product.
Important Notes
Returned products should be packed carefully to prevent damage in transit.
Please include all original packaging, accessories, manuals, protective materials, and included components.
Do not install, connect, program, modify, or use a product if you intend to return it as new.
If you are unsure whether you ordered the correct product, please contact our team before opening, installing, or connecting it.
Order Cancelations
Cancellations for any reason prior to shipping are subject to a 4% cancellation fee.
This fee covers the merchant credit card processing fees we are charged immediately when your order is placed. These processing fees are not refunded to us if an order is canceled, so we are unable to refund that portion back to the customer.
Exchanges
When a product exchange is requested, we will process this request as a return for a full refund rather than a direct swap. This means the original payment for the item will be credited back to your account, effectively canceling the initial transaction. From there, you are free to browse our catalog and purchase the specific items or variations you actually need. This approach ensures that you have complete flexibility to adjust your order based on current availability or your changing preferences, while still guaranteeing you receive a full refund for the original product.
Exceptions
The following items cannot be returned and/or refunded:
- Digital Products (Downloadable Wiring Diagrams and PDF’s)
- Services (Pro Support Memberships, Full System Remote Programming, Installation Services, Consultations, Etc.)
Questions
If you have any questions concerning our return policy, please contact us at: info@explorist.life
