First, if you have a need to consider refunds and returns, you likely ordered a product from us. Which means we owe you a "thank you!" Nothing makes us happier than a legion of happy Holsper customers. That said, here are some things you might want to know...
Unfortunately we cannot promise that it will be possible to change or cancel your order once it has been placed. However you can try to contact us within 24 hours we will do our best to assist you.
Please email us at firstname.lastname@example.org with CANCEL subject.
NOT HAPPY WITH YOUR NEW GOODS? IF THIS IS THE CASE YOU CAN RETURN YOUR ITEM(S) TO US FOR A REFUND PROVIDED:
We accept returns for full priced items within 60 days of the shipment date, however, these will be credit note only (if returned outside of 30 days).
We don't accept returns for unwanted items after the returns period above.
DO I HAVE TO PAY TO RETURN AN ITEM?
Yes. While there are no extra returns fees from us, you as the buyer you will be responsible for the cost of your return postage via whichever postal service you prefer.
International orders: Standard airmail is the most used service for returns, however, for peace of mind, you may wish to send via a tracked service.
HOW DO I RETURN AN ITEM?
HOW SHOULD I PACKAGE MY RETURN?
All returns need to be adequately packaged to avoid damage in transit. You are responsible for the item until it arrives back with us and we cannot issue refunds or replacements for goods damaged or missing during transit.
Once we receive your return we will inspect the item(s) to ensure they have been returned in line with our returns policy. Please allow 10 working days for your return to be inspected and 3-5 working days for the payment to be credited back to your account.
We reserve the right not to issue a refund if the item(s) have been returned outside the terms of our returns policy.
There are certain situations where only partial refunds and/or credit notes are granted at our discretion (if applicable):
If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. You will then receive an email notifying you of the refund.
We do not offer exchanges. If you wish to an exchange an item we ask that you return said item for a refund and then reorder through the website.
We only replace items if they are defective or damaged.
If you think you have received a faulty item please contact us within 15 days of receiving your order with a photo of the fault, we will then offer a replacement, repair or refund. After 15 days the order will be accepted by you and assumed to be correct and not faulty or damaged, meaning that no refund or replacement will be issued.
All items reported as faulty will be inspected by us upon arrival. Please bear in mind that items showing defect deemed to be due to accidental damage, general wear and tear, age or neglect will not be regarded as faulty.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet (allowing 15 working days for your return to be processed and the funds to be returned to your original payment method), first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.