Return Policy

GoExplore Return and Cancellation Policy

Effective Date: 16.06.2025
City: Ghent, Belgium
Project: GoExplore

1. General Provisions

1.1. This return policy complies with the laws of the European Union and Belgium regarding distance selling, including the Act of 4 April 2019 concerning Book VI of the Belgian Code of Economic Law (Wet van 4 april 2019 betreffende de boek VI van het Wetboek van economisch recht).
1.2. This policy applies to all orders placed through the GoExplore website or partner retail locations.

2. Right of Withdrawal (herroepingsrecht)

2.1. In accordance with European and Belgian law, consumers have the right to cancel their order within 14 calendar days from the date of delivery, without providing a reason.
2.2. However, this right does not apply to products that:

• are perishable or have a short shelf life (e.g., food items);
• have been opened and/or customized (e.g., printed maps, postcards, stickers);
• constitute digital content that the consumer has already accessed;
• are sealed for hygiene reasons and cannot be returned once unsealed.

2.3. Since the GoExplore Box includes food items, printed materials, and digital access, most components are excluded from the right of return under the law.

3. Exceptions and Partial Refunds

3.1. We aim for full customer satisfaction. If you receive a damaged or incomplete box, please contact us within 48 hours of delivery, providing:

• a photo of the external packaging;
• a photo of the damage or missing item(s);
• your order number and the delivery date.

3.2. If a defect is confirmed, we will offer one of the following:

• replacement of the damaged item (if possible);
• a discount on your next order;
• a partial refund;
• in exceptional cases — a full refund.

4. Return Procedure (for approved returns)

4.1. A return is only possible after written approval from GoExplore.
4.2. The product must be returned unused, in its original packaging, and at the customer’s expense unless otherwise agreed.
4.3. Once we receive and inspect the returned item, GoExplore will issue a refund within 14 business days using the same payment method used for the original purchase.

5. Contact and Complaints

If you have questions, complaints, or return requests, please contact us:

📧 Email: hellogoexplore@gmail.com
📍 Address: Schuiterstraat 15, 9031 Ghent
🌐 Website: www.hellogoexplore.com

6. Jurisdiction

6.1. All disputes related to returns shall be governed by the laws of Belgium.
6.2. Complaints may also be submitted via the EU Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr

📍 Ghent, Belgium

© GoExplore, 2025