Refund policy
REFUND POLICY
DEFINITIONS
We/us/our – means ExplorerTots Limited. Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT. Registered in England and Wales. Company registration number: 10924789.
You/your – means a customer who has purchased a product from us and wishes to arrange a return/exchange.
UNWANTED ITEMS
If you’ve changed your mind you may return an item within 30 days of receiving the goods and receive an exchange or a full refund.
The item must be unused and in the same condition that you received it. It must also be in the original packaging.
To return an unwanted item, notify us of your intent by sending us an email to info@explorertots.com, then send your unwanted item along with a receipt or proof of purchase within 14 days to:
ExplorerTots Limited
PO Box 8248
Reading
Berkshire
RG6 9SX
Once the unwanted item is received and inspected, we will send you an email to notify you whether the refund/exchange is approved.
If it is approved and you have chosen an exchange, then a new item will be sent out to you.
If it is approved and you have chosen a refund, then a credit will be applied via the original method of payment. This credit will be applied within fourteen days of the approval of the refund.
There are certain situations where only partial or no refunds are granted:
• Packaging has been opened.
• Any item is not in its original condition for reasons not due to our error.
• Item is returned more than 30 days after delivery.
You will be responsible for the costs of return postage.
DEFECTIVE OR DAMAGED ITEMS
If an item is defective or damaged and you contact us within 30 days of receiving the goods you will have the option of a replacement product or a full refund.
Please email us at info@explorertots.com and we will ask you to send the item Royal Mail second class along with a receipt or proof of purchase and proof of return postage cost within 14 days to:
ExplorerTots Limited
PO Box 8248
Reading
Berkshire
RG6 9SX
Once the defective or damaged item is received and inspected, we will send you an email to notify you whether a refund/exchange is approved.
If it is approved and you have chosen an exchange, then a new item will be sent out to you, a refund for the Royal Mail second class return postage will be processed (providing you provided proof of return postage cost) and a credit for the return postage will be applied via the original method of payment within fourteen days of the approval of the exchange.
If it is approved and you have chosen a refund, we will refund you the value of the item plus the Royal Mail second class return postage (providing you provided proof of return postage cost). A credit will be applied via the original method of payment within fourteen days of the approval of the refund.
GIFTS
If the item was purchased as a gift and a refund is required, the refund will be made to the original purchaser and a credit will be applied to the original payment method.
SHIPPING
To return your product, you should mail it to: ExplorerTots Limited, PO Box 8248, Reading, Berkshire, RG6 9SX.
If an item is returned because it is unwanted you will be responsible for the costs of return postage.
If an item is returned because it is defective or damaged, we will refund you the costs of Royal Mail second class return postage (providing proof of return postage cost is provided). You should ensure that you obtain proof of postage when you mail the product back to us. We don’t guarantee that we will receive your returned item.
LATE OR MISING REFUNDS
Refunds are credited via the original payment method within fourteen days of the approval of the refund.
If you haven’t received a refund yet, first check your bank account again.
Then contact your 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 info@explorertots.com.
Page last updated 30 September 2018