Refund policy
At HoliToy™, we want you to be satisfied with your purchase.
This Return & Refund Policy explains our voluntary return policy and the statutory consumer rights that may apply to customers depending on their country or region.
Nothing in this policy limits, excludes, or replaces any mandatory consumer rights that apply to you under applicable law.
1. HoliToy™ 30-Day Voluntary Return Policy
In addition to any mandatory consumer rights that may apply, HoliToy™ offers a voluntary 30-day return policy for eligible purchases.
Under this voluntary policy, you may request a return within 30 days after receiving your order.
To qualify for a voluntary return, the product should generally:
-
Be unused
-
Be in the same condition in which you received it
-
Be in its original packaging, where applicable
-
Include all original accessories and components
-
Be accompanied by your order number or proof of purchase
To request a return, contact us at:
Please do not send a product back before receiving return instructions from HoliToy™.
2. EU 14-Day Right of Withdrawal
If you are a consumer located in the European Union, you generally have a statutory 14-day right of withdrawal for eligible online purchases.
This means that, subject to applicable legal exceptions, you may withdraw from your purchase within 14 days from the day you, or a third party designated by you other than the carrier, receive the goods, without having to provide a reason.
This statutory right is separate from and in addition to HoliToy™'s voluntary 30-day return policy.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must clearly inform us of your decision before the applicable 14-day period expires.
You may contact us at:
Please include:
-
Your full name
-
Order number
-
Product(s) you wish to return
-
A clear statement that you wish to withdraw from the purchase
You may use your own wording. A specific format is not required, provided that your decision to withdraw is clear.
Returning the Goods
After notifying us of your withdrawal, the goods should generally be sent back without undue delay and, where applicable, no later than 14 days after you communicated your decision to withdraw.
Unless we have agreed otherwise or applicable law requires us to pay, the consumer may be responsible for the direct cost of returning goods under the statutory right of withdrawal.
We will inform you of any applicable return costs before purchase where required by law.
The consumer may be responsible for any diminished value of goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, to the extent permitted by applicable law.
Refunds Following EU Withdrawal
Where you validly exercise the statutory right of withdrawal, we will refund the payments received from you in accordance with applicable law.
This generally includes the cost of the standard delivery option offered at the time of purchase.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Refunds will generally be made using the same payment method used for the original transaction unless otherwise agreed.
3. Exceptions to the EU Right of Withdrawal
The statutory right of withdrawal does not apply to every type of product or transaction.
Legal exceptions may apply depending on the nature of the product, including certain:
-
Personalized or custom-made products
-
Sealed products that are not suitable for return for health or hygiene reasons once unsealed
-
Products that deteriorate or expire rapidly
-
Other products or services specifically excluded by applicable law
Where an exception applies, we will provide the required information before purchase.
4. EU Legal Guarantee for Faulty or Non-Conforming Goods
If you are a consumer in the European Union, you generally benefit from a minimum two-year legal guarantee for goods that are faulty, defective, or do not conform to the contract or their description.
The legal guarantee generally begins when you receive the goods.
If a product is defective or does not conform to the contract, you may have statutory remedies such as:
-
Repair
-
Replacement
-
Price reduction
-
Refund
The appropriate remedy depends on the circumstances and applicable national law.
These statutory rights are separate from our voluntary 30-day return policy.
You do not lose applicable statutory rights simply because the 30-day voluntary return period has expired.
For defective or non-conforming products, contact:
Please provide your order number and, where appropriate, photographs or other information showing the issue.
5. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If you receive:
-
A damaged product
-
A defective product
-
The wrong product
-
A missing component
please contact us at hello@holitoy.com as soon as reasonably possible.
Please provide your order number and photographs or videos where useful.
We will assess the issue and provide an appropriate solution in accordance with this policy and applicable law.
6. Non-Returnable Products Under Our Voluntary Policy
Where permitted by applicable law, certain products may not qualify for our voluntary 30-day return policy, including:
-
Used or altered products
-
Personalized or customized products
-
Certain opened or unsealed personal-care, hygiene, fragrance, or essential-oil products
-
Gift cards
-
Products clearly identified as final sale
These exclusions do not remove or restrict mandatory statutory rights that apply to defective, non-conforming, or otherwise legally protected goods.
7. Return Shipping Costs
Voluntary 30-Day Returns
For returns made under HoliToy™'s voluntary 30-day return policy, the customer may be responsible for return shipping costs unless HoliToy™ agrees otherwise.
Defective or Incorrect Products
If the product is defective, damaged, incorrect, or otherwise subject to a mandatory remedy under applicable consumer law, HoliToy™ will handle return shipping costs in accordance with applicable law.
EU Right of Withdrawal
For customers exercising the statutory 14-day right of withdrawal, the customer may generally be responsible for the direct cost of returning the goods if this was clearly communicated before purchase and applicable law permits it.
8. Refunds
Once a returned product has been received and inspected where an inspection is required, we will determine whether the applicable return or refund requirements have been satisfied.
If a refund is approved, the refund will generally be issued to the original payment method.
The time required for the funds to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
Where applicable law requires a refund within a specific period, we will comply with that requirement.
9. Exchanges
We do not guarantee exchanges for a different product, size, color, or variant.
If you wish to exchange an item, contact us at:
Depending on availability and the circumstances of the request, we may recommend returning the original product and placing a new order.
Any mandatory exchange or replacement rights under applicable consumer law remain unaffected.
10. Return Procedure
To begin a return or request assistance with a defective or incorrect product:
Email: hello@holitoy.com
Please include:
-
Full name
-
Order number
-
Product name
-
Reason for the return
-
Photos or videos, if relevant
We will provide further instructions after reviewing your request.
Do not send products to an address without receiving return instructions from us first.
11. Statutory Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude or limit mandatory consumer rights applicable to customers under the laws of their country or region.
If mandatory consumer protection law provides you with rights that are more favorable than the voluntary policies described here, those mandatory rights will continue to apply.
12. Contact Us
For questions regarding returns, refunds, exchanges, defective products, or consumer rights, please contact:
HoliToy™
Email: hello@holitoy.com