Returns and refunds policy

Returns & Refunds Policy – HOLD

At HOLD, we maintain the highest standards of hygiene and quality. Because our products are designed to be applied directly to the skin, we have strict conditions for returns to ensure the safety and satisfaction of all our customers.

1. Return Period

You have 30 days from the date of delivery to request a return or exchange. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Conditions for Return (Hygiene & Health)

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

• The product must be in its original, unopened packaging with the protective seal intact.

• For hygiene reasons, any product that has been peeled, applied to the skin, or shows signs of use cannot be returned or refunded.

• All accessories and original labels must be included.

Strict Policy: Any item returned used, damaged, stained, or with signs of wear will be rejected. For quality control and health reasons, no used skin-contact products will be accepted.

3. Defective Items upon Arrival

If your item has a manufacturing defect or arrived damaged, please contact us within 48 hours of delivery. You must include:

• Clear photos or videos of the defect. Our team will verify the issue and offer a suitable solution (exchange, credit note, or refund).

4. Non-Received Parcels

If your tracking shows as "delivered" but you have not received your parcel, you will be required to provide:

1. A formal signed declaration confirming non-receipt.

2. A copy of your ID (front and back). These documents are mandatory to open a claim with the carrier. No refund will be processed without this formal procedure.

5. Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

• If approved: Your refund will be processed to your original payment method within a few working days.

• If rejected: A detailed explanation will be provided (e.g., product used, seal broken, missing packaging).

6. Late or Missing Refunds

If you haven’t received a refund yet:

• First, check your bank account again.

• Contact your bank or credit card company; it may take some time before your refund is officially posted.

• If you’ve done all of this and still haven’t received your refund, please contact us at: hold@contact.com

7. Exchanges

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at hold@contact.com with your order number and visual proof of the defect.

8. Shipping Your Return

Before sending any items back, you must contact our customer service at hold@contact.com to receive specific return instructions. Note: Any parcel returned without prior validation from our team will not be accepted.