Returns & Refund Policy

Return

Return requests can be accepted within 30 days after the product has been delivered. Any requests to make a return/exchange of goods will no longer be available after more than 30 days. Customized products do not support returns, because they are customized according to different customer needs.

Returns and exchanges are subject to the following conditions：

  • The item must be unused and be in the original condition as received.
  • Original packaging must be included for the return.
  • Please provide your receipt or purchase record.
  • Naturally, any items with quality issues can be returned. Holzoffer will cover the return and exchange shipping costs.
  • For non-quality-related returns, personal reasons such as dislike, wrong address, etc. You will need to cover the return shipping costs

How to return? 

Step 1: Please contact our Customer service team to start the return process with the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product

Step 2: Insert your receipt, along with the items, back into the original packaging.

 

 

Step 3: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.

 

Step 4：We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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.

Refund

Refunds regarding products not received from a shipping courier.

We recommend contacting the courier regarding any issues with shipment. We do not offer refunds if they have an issue with delivery, nor will we resend the order.

The following situations will also not be eligible for a refund request:

  • Incorrect contact information or address was provided
  • Not reply via email or accept calls from the courier
  • Refusing to sign for the parcel
  • Refusing to pay any import tax or fees
  • Refusing import clearance

 

Non-refundable items are the following:

  • Gift cards
  • There are some instances where only a partial refund can be applied. These are on a case-by-case evaluation and are not guaranteed.
  • Items that are received with obvious signs that they have been used.
  • Items that are not in their original condition, have been damaged or are missing parts.
  • Any items that are being returned after the 7-day return period.
  • Refunds for products that have been returned (where applicable)

Email: support@holzoffer.com