RETURNS & REFUND POLICY

1. Return Window

You may request a return within 30 days of delivery, provided the item is unused, in its original packaging, and in resalable condition.

To initiate a return, please contact us at info@helloholie.com within this 30-day period.

1. Conditions for Returns

To be eligible for a return, your item must be:

• Unused
• In its original packaging
• In resalable condition

Used products are not eligible for return, refund, or exchange due to hygiene and safety reasons.

We reserve the right to refuse any return if the item shows signs of use, damage, modification, excessive wear, or is missing its original packaging.

1. How to Return an Item

Contact us at info@helloholie.com with:

• Your order number
• The item(s) you wish to return
• The reason for your return

Once your request has been reviewed and approved, we will provide detailed return instructions.

Please do not send items back without first contacting us and receiving return authorization.

1. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the item received was faulty, damaged, or incorrect.

Returns must be sent to our fulfillment partner warehouse located in Germany. The exact return address will be provided by our customer support team once the return request has been approved.

Customers are responsible for all return shipping costs associated with sending the item to our warehouse in Germany.

We strongly recommend using a tracked shipping service, as Holie cannot be held responsible for items lost in transit.

1. Refunds

Once we receive and inspect your return, we will notify you by email regarding the status of your refund.

If approved, your refund will be processed to your original payment method within 5 to 10 business days.

Original shipping charges are non-refundable unless the return is due to an error on our part, including defective, damaged, or incorrect items.

1. 60-Day Product Support

We stand behind our products.

If you experience any issue with your product within 60 days of purchase, please contact our support team at info@helloholie.com.

Our team will review your request and work with you to find an appropriate solution. Solutions may include troubleshooting assistance, replacement parts, product replacement, store credit, partial refund, or other reasonable remedies where applicable.

The 60-Day Product Support policy does not override the return eligibility conditions outlined in Section 2.

1. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us at info@helloholie.com within 24 hours of delivery and include clear photos of the issue.

Upon verification, we will arrange a replacement or full refund at no additional cost to you.

1. Pre-Orders

If you wish to cancel a pre-order before it has been dispatched, you are entitled to a full refund.

Please contact info@helloholie.com and we will process your cancellation promptly.

1. Exchanges

We do not offer direct exchanges.

If you would like a different product, you may return your unused item in accordance with this policy and place a new order separately.