Refund Policy
At Holilto, we want you to feel confident about your purchase. If something is not right with your order, contact us and we will work with you to resolve it. This policy explains how refunds, replacements and returns work.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, incorrect or incomplete, or is significantly different from its description, please contact us within 30 days of delivery.
Email us at customer@holilto.com and include:
- Your order number
- A short description of the problem
- Clear photos of the item and the packaging
After we review your request, we will send a replacement or issue a refund. In most cases you do not need to send the item back.
Change of Mind
If you simply changed your mind, please contact us within 30 days of delivery. Because our items ship from overseas partner warehouses, returning them is often not practical. Instead, we may offer a partial refund and let you keep the item. The refund amount depends on the item and its condition, and is decided by us. If a return is more suitable, we will send you return instructions.
How to Request a Return or Refund
- Email customer@holilto.com with your order number and the reason for your request.
- We will review your request and reply with the next steps.
- Please do not send any item back before we confirm the return instructions and address.
Return Shipping
If we ask you to return an item that is damaged, defective or incorrect, we will cover the return shipping cost or arrange it for you. For any other approved return, return shipping costs are the customer's responsibility.
Lost Packages
If your tracking has not updated for 10 business days, or your package is confirmed lost, contact us. We will investigate and, if the package cannot be found, send a replacement or issue a refund. See our Shipping Policy for delivery times.
How Refunds Are Issued
Approved refunds are issued to your original payment method. Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.
Cancellations
To cancel an order before it ships, please see our Cancellation Policy.
Requests We Cannot Accept
- Requests made more than 30 days after delivery
- Damage caused by misuse, improper care or normal wear
- Items for which we cannot verify the problem after reasonable requests for photos or details
Contact Us
If you have any questions about refunds or returns, email us at customer@holilto.com and include your order number.