Refund policy
Return and Refund Policy
At Holy Stone, we want you to be satisfied with your purchase. This Return and Refund Policy explains how returns, cancellations, refunds, exchanges, and warranty-related requests are handled for orders placed on our official store.
Return Window
You may request a return within 14 days after receiving your order. If your order is delivered in multiple shipments, the 14-day return period begins after you receive the last item in your order.
To be eligible for a return, the product must be unused, in the same condition that you received it, and returned with the original packaging, accessories, manuals, and proof of purchase where possible.
How to Request a Return or Cancellation
Customers can submit a return or cancellation request through their customer account:
https://shopify.com/2776137763/account
You may also contact our customer support team if you need help with your request.
Order Cancellations
Orders may be cancelled within 1 hour after purchase. After this period, the order may already be in the fulfillment process and cancellation cannot be guaranteed.
If the order has already shipped, customers may request a return after delivery according to this policy.
EU Right of Withdrawal
For customers in the European Union, you have the right to withdraw from your purchase within 14 days after receiving the last item in your order, without giving any reason.
To exercise your right of withdrawal, please submit a return or cancellation request through your customer account, or contact us within 14 days after delivery.
Returned products should be sent back without undue delay after your return request is approved. We will process the refund within 14 days after receiving the returned item, or after receiving proof that the item has been sent back, where applicable.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
Original standard shipping fees, if any, will be refunded where required by applicable law. Any extra costs for upgraded, express, or non-standard shipping methods are not refundable.
Shipping costs for returning the item are non-refundable unless the return is due to our error, such as a defective, damaged, or incorrect item.
Non-Returnable Items
The following items may not be eligible for return unless they are defective, damaged, or incorrect:
Gift cards
Downloadable or digital products
Final sale or clearance items where clearly marked
Products that have been used, damaged, altered, or are missing parts or accessories for reasons not due to our error
Products returned without proof of purchase
Products returned outside the applicable return window
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be processed to your original payment method. Please note that your bank or credit card company may take additional time to post the refund to your account.
Exchanges and Replacements
We replace products if they are defective, damaged, or incorrect. If you need help with a defective or damaged item, please contact our customer support team with your order information, a description of the issue, and photos or videos where applicable.
Warranty-Related Issues
Warranty service for quality-related issues is handled according to our warranty policy. Warranty service may include troubleshooting support, replacement parts, repair, replacement, refund, or another appropriate solution depending on the product condition, order information, and applicable policy.
Return Address
Please do not send your product back without contacting us or submitting a return request first. After your return request is reviewed, we will provide the correct return instructions and return address.