At Holilto.com, customer satisfaction is our top priority. Please read our refund policy carefully to understand how we handle returns, cancellations, and refunds.
1. Refund Eligibility
- We accept returns or exchanges within 30 days of delivery for unused items in original condition.
- Refunds are also available for items that arrive defective, damaged, or significantly different from the description.
- For items returned due to change of mind (no defect), customers are responsible for all shipping costs (original shipping is non-refundable, and return shipping is paid by the customer).
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Custom orders are non-refundable, unless damaged during transit or defective upon arrival.
2. Requesting a Refund
To request a refund, please follow these steps:
- Contact Us: Email us at support@holilto.com within 30 days of receiving your order.
- Provide Details: Include your order number, a description of the issue, and clear photos of the damaged or defective item.
- Approval Process: Once we review your request and confirm eligibility, we will notify you of the refund approval.
3. Refund Process
- Approved refunds will be processed within 5–7 business days and credited to your original method of payment.
- Please note that shipping fees are non-refundable unless the issue was caused by us.
- For change-of-mind returns, only the product cost will be refunded after we receive and inspect the returned item.
4. Returns
- If you would like to return your item, please contact us within 30 days of receiving it.
- Returned items must be unused, in original condition and packaging.
5. Order Cancellation
- Cancellation Before Production: You may cancel your order within 24 hours of placing it for a full refund. Contact us immediately at support@holilto.com with your order number.
- Cancellation After Production Begins: For custom orders or items already in production, cancellations may not be eligible for a full refund. Contact us for more information on your specific order.
- Once an order has been shipped, it cannot be canceled.
6. Non-Refundable Cases
- Custom orders (unless damaged or defective).
- Items that have been used, altered, or damaged after delivery.
- Requests made after 30 days of receiving the order.
7. Lost or Delayed Shipments
- If your shipment is delayed or lost in transit, please contact us at support@holilto.com. We will work with the shipping provider to resolve the issue and, if necessary, offer a replacement or refund.
If you have any questions or concerns about our policies, feel free to reach out to us at support@holilto.com. We’re here to help!
