Refund and Returns Policy

Last updated: May 11th, 2025

Thank you for shopping at HolaKits.

Making sure you love your new kit and creation is our top priority, so we want to ensure that shopping for your new favorite hobby is totally stress-free!!

If you have any questions, please don’t hesitate to contact us at studio@holakits.com, and we will help work out a solution for you.

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable to any products that You purchased with Us.

INTERPRETATION & DEFINITIONS

INTERPRETATION

The words of which whose initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in the singular or plural.

DEFINITIONS

For the purposes of this Return and Refund Policy:

Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Guangxi Hola Cross-border E-commerce Co., LTD.

Goods refer to the items offered for sale on the Service.

Orders mean a request by you to purchase Goods from Us.

Service refers to the Website.

Website refers to HolaKits, accessible from https://holakits.com/

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

CHANGE OF MIND

We cannot offer a refund if you have simply changed your mind, however, we can offer you an exchange! Please see our exchange policy and process below.

EXCHANGES

If you change your mind, then we are happy to exchange your order within 14 days of your kit arriving to organize an exchange, please email us at studio@holakits.com, and we will share shipping instructions so that you can return your original kit to us. Once we either receive your return or receive tracking information with proof that it will be delivered to our warehouse, we will ship out your replacement goods.

If your replacement kit is of higher value, we will require you to cover the difference in cost before we ship out the replacement.

If the replacement kit is of lesser value, we can offer a credit for the difference.

DOA (DAMAGED/DEFECTIVE ON ARRIVAL) ITEMS

If you receive a damaged or defective item, please contact us with a description and photos of the DOA items within 14 days of delivery, and we can help fix the issue ASAP! We can provide replacements if a kit is faulty or refund your purchase if a replacement is unavailable. If the return period has passed, the customer will be responsible for additional shipping costs.

For returns not covered under our DOA policy, please refer to the Non-DOA Product Cases section in this document.

GIFTS

If the Goods were marked as a gift when purchased and then shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to you.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to you later, we will send the refund to the gift giver.

MADE-TO-ORDERS

If you purchase a made-to-order product, we regret not accepting returns or exchanges once the item reaches you, if there are no terrible quality issues. Exchanges or returns are accepted within 14 days from the date of receipt of the item if there are terrible quality issues, and the exchange or return request must be sent to the email studio@holakits.com.

The product must be returned to the address provided, in the same conditions in which it was received, and accompanied by the respective invoice and communication by email of the return shipping data, tracking number, and carrier. All return costs are borne by the customer.

SHIPPING RETURNS

To organize a return, please contact us through email studio@holakits.com to get the latest return address.

In the case of a DOA/incorrect item, we will provide a return shipping label and instructions on how to send this back to us.

If you are returning a kit not because it was a DOA item or incorrect, but simply due to a change of mind, the return shipping cost will be at your own expense. In addition, you will be required to bear 25% of the order value of the returned item as a restocking fee.

We cannot be held responsible for Goods damaged or lost in the return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of receipt of the return delivery.

CONDITIONS FOR RETURNS

Occasionally, we may have items that cannot be returned/exchanged. If an item is excluded from our returns policy, it will be clearly stated on the product page.

In order for the Goods to be eligible for a return, please make sure that:

  • The Goods were purchased in the last 14 days.
  • The Goods must be unused and in the same condition as when it was received.
  • Goods must be in their original packaging with all accessories, gifts, or free items intact.
  • Your return will be inspected upon arrival to ensure it meets these conditions.

NON-REFUNDABLE CONDITIONS

Returns and refunds will not be accepted in the following cases:

  • Discounted or clearance items (unless otherwise specified)
  • The incorrect contact or shipping address was provided
  • Failure to respond to emails or missed calls from the carrier
  • Refusal to accept delivery
  • Refusal to pay import duties or taxes
  • Refusal to clear customs

NON-DOA PRODUCT CASES

  • Color difference: It is normal for online products to have color differences due to factors such as shooting angle, light, and display equipment.
  • Production batch: Due to different production batches, the fabric composition or feel of some products may be slightly different, so please refer to the actual product.
  • Natural characteristics: Minor scratches, slight snags, loose threads, and skipped stitches are inherent characteristics of the product and are to be expected.
  • Size: All products are measured manually, and everyone will have some differences in the measurement method. Generally, there will be an error of 3~5cm, which is normal.
  • The product is subject to the actual product received. Other items appearing in the product pictures on the website are shooting props. Our products do not contain any shooting props.

Returns & Refunds for Orders with Free Shipping

The return and refund process for orders with free shipping follows the standard policy outlined above, with the following difference: If, after the refund is processed for the returned item(s), the remaining order value still meets the free shipping threshold, your free shipping benefit will be honored. Conversely, if the post-refund order value no longer meets the free shipping requirement, you will be required to compensate for the original shipping cost of the order.

REFUNDS

If you are entitled to a refund (which must be confirmed with us at studio@holakits.com), we will notify you when your return has been received and inspected. If approved, you will receive a full refund for the order cost in the form of store credits, excluding the original shipping fee, duties, and taxes paid at the time of purchase. Please note that it may take up to 3 business days to process your refund.

CONTACT US

In order to provide you with better after-sales service, all after-sales requests must be made to us via email, otherwise, your return and exchange rights may not be guaranteed.

By Email: studio@holakits.com

By WhatsApp: +1 312 493 9392