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 email@example.com 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:
- Items are returned within 30 days of the delivery date
- Items are in an unused, resalable condition
- Items are hasn't been washed
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?
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 Hermes which is £5.80
How Do I Return an Item?
- Email us at firstname.lastname@example.org with RETURN subject for instructions
- Indicate your order number
- Indicate item you wish to return
- We try to improve our products so please indicate the reason for return
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):
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery date
Non - Refundable Items
- Free gifts or promotional items
- Gift cards
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 offer exchanges if the item was unused and in resealable condition, please contact us at email@example.com within 14 days of receiving your order.
If you think you have received a faulty item please contact us within 30 days of receiving your order with a photo of the fault, we will then offer a replacement, repair or refund. After 30 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 defects 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 firstname.lastname@example.org.