1. Eligibility for Returns
We accept returns on most products within 30 days of purchase, with the following conditions:
- Products must be unused and in the same condition that you received it.
- The item must be in its original packaging.
- Proof of purchase is required (order number, receipt, or email confirmation).
Certain items, such as opened skincare products for hygiene and safety reasons, may not be eligible for return. Please check the product description page for any specific return restrictions.
2. How to Initiate a Return
To start a return, please follow these steps:
- Email us at admin@holovi.xyz with your order number and details about the product you wish to return.
- You will receive a Return Authorization (RA) number and instructions on how to return the product.
- Return the product to the address provided, ensuring the item is securely packed to avoid damage during shipping.
3. Return Shipping Costs
- Free Returns: If the return is due to a mistake on our part (e.g., defective, damaged, or incorrect items), we will cover the return shipping costs.
- Customer Returns: If you are returning an item due to personal reasons (e.g., changed mind or no longer needed), you will be responsible for the return shipping costs.
Please note that the original shipping cost is non-refundable unless the return is due to our error.
4. Refunds & Processing Time
Once we receive your returned item, we will process your return within 7-10 business days. A refund will be issued to the original payment method. You will be notified via email once your refund has been processed. Depending on your bank or payment provider, it may take an additional 3-5 business days for the funds to appear in your account.
5. Exchanges
At this time, we do not offer direct exchanges. If you wish to exchange an item, please return it following the steps above and place a new order for the desired product.
6. Damaged or Defective Items
If you receive a damaged or defective product, please contact us within 7 days of receiving the item. We will work with you to resolve the issue, either by issuing a replacement or a full refund.
7. Non-Returnable Items
For safety and hygiene reasons, the following items are not eligible for return:
- Opened or used skincare products
- Gift cards
- Clearance or sale items (unless defective)
8. Contact Us
If you have any questions or concerns about our return policy, please feel free to reach out:
Email: admin@holovi.xyz
We are here to help and ensure that your shopping experience with Holovi.xyz is smooth and enjoyable.