Thank you for shopping at the Hollyland Store. Hollyland is committed to offering innovative products at a remarkable value. We encourage our customers to use all available product information resources on our website to make informed purchase decisions. This includes contacting store.eu@hollyland.com or sending messages to our chatbox for pre-sale support.

We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the item(s) for a refund or exchange within [30] days of the delivery date.

To be eligible for a return:
• Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
• Custom or personalized items, digital downloads, and certain other items are not eligible for returns.
• Items purchased through third-party sellers or at retail locations are subject to the policies of those sellers.

Return Process:

1. Contact our customer service team at store.eu@hollyland.com to initiate the return process.
2. Provide the order number, item details, and reason for the return.
3. We will provide you with the return address and instructions for sending back the item.
4. Package the item securely and send it back to us.
5. After receiving the returned product, we will notify the customer of its receipt and proceed with the inspection to determine if the product meets the refund criteria.

Refund Policy:

• Full refunds will be issued for eligible returns within [30] days of delivery.
• Refunds for eligible returns will be processed within 7 working days from the date of receipt of the returned product.
• Refunds will be credited back to the original payment method used.
• Shipping and payment processing fees are non-refundable, except in cases of item defects or incorrect items shipped.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchange Policy:

• Exchanges are available for eligible items within [30] days of delivery.
• To exchange an item, follow the return process and specify that you would like an exchange.
• Shipping fees may apply for exchanges.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at store.eu@hollyland.com.

 

Warranty Service

If your product experiences a performance failure within the valid warranty period (24 months in European Union), you can apply for product warranty services. Refer to the “Warranty Period Table” for the warranty periods of main components.

To qualify for free warranty service, the following conditions must be met:

• The product, which has experienced non-human-caused performance failure, must be used normally within the specified product warranty period from the date of purchase.

• No unauthorized disassembly, no modifications or additions not instructed by official instructions, and no other non-human-caused failures.

• A valid purchase proof, documents, and order number must be provided.

The following situations do not fall within the scope of free product warranty service:

o Incidents of damage caused by non-product quality issues, such as falling, collision, or damage.

o Damage caused by unauthorized modifications, disassembly, or opening of the product not guided by official instructions.

o Damage or water ingress due to incorrect installation, usage, or operation contrary to the instruction manual.

o Damage caused by self-repair or accessory assembly without official guidance.

o Damage caused by non-official circuit modifications or improper use of battery packs and chargers without official guidance.

o Damage resulting from installations and usage that do not follow the product’s user
manual.

o Damage caused by the use of equipment in extreme environmental conditions, such as extreme high or low temperatures, heavy rain, etc.

o Damage resulting from reliability and compatibility issues when used simultaneously with non-Hollyland certified third-party components.

o Damage due to insufficient power supply when the battery
is low or the use of faulty batteries.

o Signs of serial numbers, factory labels, or other markings being torn, altered, or removed.

o Failure to send the relevant items within 15 natural days after confirming warranty service with Hollyland.

Addition information

• Due to product variations in different countries, return, exchange, and warranty services during the warranty period may differ.

• Users are required to send the problematic product to Hollyland’s authorized dealer or Hollyland’s after-sales service center. After receiving the faulty unit, a diagnostic test will be performed to determine the cause of the problem. If the issue is attributed to the product’s inherent quality defect, Hollyland will cover the cost of diagnostics, materials, labor, and delivery.

• If, after diagnostics, the product does not meet the criteria for free repairs, the customer may choose to pay for the repair or have the original unit returned.

• If the issues with the product are not within the warranty coverage (such as damage caused by human factors), we will charge corresponding diagnostic fees, component replacement costs, testing fees, labor costs, and delivery fees based on the specific problem.

• Please note that product repairs may result in data loss. We recommend that you back up your data before sending your product.

• If the shipping address provided by the customer is incorrect or if the recipient refuses to accept the shipment, the customer will be responsible for any resulting losses.

• If you wish to return a product across international borders, you must obtain Hollyland’s approval, and you will be responsible for any customs and clearance expenses.

• In cases of severe product damage that renders it not cost-effective to repair, Hollyland may be unable to provide repair service and may instead offer an exchange service. Please be aware of this and make your decision accordingly.

• To ensure your rights and interests are protected, please inspect the product for any damage upon receiving it (whether due to transportation or other reasons). If there is any issue with the product, please report it to us within 7 days from the date of receipt. According to the logistics claim management procedures, you must contact Hollyland technical support within 24 hours to file a report in the event of goods being damaged due to transportation; otherwise, your claim may not be accepted.