Last updated: 01/05/26

Thank you for shopping at Explorenze.

We want you to be completely satisfied with your purchase. We offer a 30-Day Money-Back Guarantee on all items that are defective, damaged, or not as described.

Please read our policy below to understand your rights and how to proceed.

1. Damages and Issues (Defective Products)

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, please contact us immediately so that we can evaluate the issue and make it right.

You do not need to return damaged items.
If your product arrived damaged or defective, simply:

1. Contact us at email contact@explorenze.com or phone +1 312 2487734

2. within 30 days of receiving your order.

3. Include your order number and a clear photo or video showing the defect.

4. Once verified, we will send you a free replacement or issue a full refund immediately.

2. Change of Mind (Standard Returns)

If you simply changed your mind or ordered the wrong size/color, you may return the item within 30 days of delivery.

To be eligible for a return:

• The item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging.

• You must provide the receipt or proof of purchase.

Important: For “Change of Mind” returns, the customer is responsible for the return shipping costs. Shipping costs are non-refundable.

To start a return, you must contact us at email contact@explorenze.com or phone +1 312 2487734. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

3. Non-returnable Items

Certain types of items cannot be returned due to hygiene and safety reasons:

• Perishable goods (such as massage oils, creams, or supplements).

• Personal care goods (such as brushes or massagers) that have been opened or used, unless they are defective.

• Custom products (such as special orders or personalized items).

• Gift cards.

4. Exchanges

The fastest way to ensure you get what you want is to contact us regarding the issue. If the item is defective, we will send a replacement free of charge. If you wish to exchange a non-defective item for a different version, you will need to return the original item (shipping costs apply) and make a separate purchase for the new item.

5. Cancellations

We pride ourselves on fast processing. If you wish to cancel your order, please contact us within 12 hours of purchase.

• If the order has not been processed/shipped, we will cancel it and issue a full refund.

• If the order has already been processed or shipped, we cannot cancel it. You will need to wait for the item to arrive and proceed with the return process.

6. European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

7. Refunds

We will notify you once we’ve received and inspected your return (if a return was required). If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at email contact@explorenze.com or phone +1 312 2487734. Support Hours: Mon-Sat, 9am – 5pm (EST)