Refund policy

At HoldOnUS™, we want you to be fully satisfied with your purchase. If you're not happy with your order, we offer a return and refund policy to ensure that your shopping experience is as smooth as possible.

1. Return Policy

  • Eligibility for Returns:

    • Items can be returned within 30 days from the date of delivery.

    • To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging.

    • Some items may be exempt from returns due to health, hygiene, or safety reasons, such as personal care products, or custom-made items.

  • Non-Returnable Items:
    The following items cannot be returned:

    • Gift cards

    • Downloadable software products

    • Some health and personal care items (e.g., cosmetics, hygiene products)

    • Clearance or final sale items

2. Refunds

  • Refund Process:

    • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

    • If your return is approved, your refund will be processed to your original payment method. Please note that it may take 5-10 business days for the funds to reflect in your account, depending on your payment provider.

  • Partial Refunds:

    • In certain cases, partial refunds may be granted (e.g., items with obvious signs of use).

3. Exchanges

  • Exchanges:
    At this time, we do not offer exchanges. If you wish to exchange an item, you must return the original item for a refund and place a new order for the desired product.

4. Damaged or Defective Items

  • If you receive a damaged or defective product, please contact us within 7 days of receiving your order with photographic evidence of the damage. We will either send you a replacement or process a full refund, depending on your preference.

5. How to Initiate a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Contact our customer service team at [email/contact form] with the following information:

    • Order number

    • Item(s) you wish to return

    • Reason for the return or refund request

    • Photos of the item (if applicable, e.g., damaged or defective items)

  2. Once we approve your return, we will provide you with the return instructions.

  3. Ship the item back to us following the provided instructions. Return shipping fees are the responsibility of the customer, unless the return is due to a defective or incorrect item received.

6. Shipping Costs

  • Return Shipping:
    Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value, as we cannot guarantee that we will receive your returned item.

  • Original Shipping Fees:
    Original shipping fees are non-refundable.

7. Late or Missing Refunds

If you haven’t received your refund after the processing time, please:

  1. Check your bank account.

  2. Contact your credit card company or bank, as it may take some time before your refund is officially posted.

  3. If you’ve done all of this and still have not received your refund, please contact us at [customer support contact].

8. Changes to Our Policy

We may update our return and refund policy periodically. If we make significant changes, we will notify you via email or a notice on our website.