Return and Refund Policy

At Holy Stone, we want you to be satisfied with your purchase. This Return and Refund Policy explains how return, cancellation, refund, exchange, replacement, and warranty-related requests are handled for orders placed through our official store.

Requests are reviewed based on the order information, product condition, reason for the request, purchase location, and other applicable circumstances. Nothing in this policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or limited under applicable laws and regulations.

Return and Refund Requests

If you would like to request a return, refund, exchange, replacement, or other after-sales support, please submit a request through your customer account or contact our customer support team.

To help us review your request efficiently, please provide your order information and details regarding the issue. Our support team will review your request based on the order details, product condition, reason for the request, and specific circumstances, and will provide the appropriate solution and next-step instructions.

The condition of the product and returned contents, where applicable, may be considered when reviewing a return, refund, or exchange request.

Please do not send any product back before your request has been reviewed and you have received return instructions.

How to Request Support

Customers may 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 assistance with your request.

When contacting us, please provide your order number, a description of your request or issue, and any relevant photos or videos where applicable.

Order Cancellations

If you would like to cancel an order, please submit your cancellation request as soon as possible.

Orders may enter the fulfillment or shipping process shortly after they are placed. Once fulfillment has started, we may not be able to cancel the order.

If an order has already shipped, please contact our customer support team so that we can review the available options based on the order status and applicable circumstances.

EU Right of Withdrawal

If you are a consumer in the European Union and your purchase qualifies for the statutory right of withdrawal, you generally have the right to withdraw from an online purchase within 14 days without giving a reason.

For goods, the withdrawal period generally expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods. If multiple goods from one order are delivered separately, the applicable withdrawal period may begin after receipt of the last item where required by applicable law.

To exercise your right of withdrawal, please submit a return or cancellation request through your customer account or contact our customer support team within the applicable withdrawal period.

After notifying us of your withdrawal, please follow the return instructions provided by our support team and return the goods within the period required by applicable law.

Where the statutory right of withdrawal applies, eligible payments will be reimbursed in accordance with applicable law. We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, where permitted by applicable law.

For returns made under the statutory right of withdrawal, customers may be responsible for the direct cost of returning the goods where permitted by applicable law and where they have been properly informed of this responsibility.

Nothing in this section excludes or limits any additional statutory consumer rights that may apply.

Return Shipping Costs

Where a return is approved, our support team will provide the applicable return instructions, including information regarding return shipping.

Responsibility for return shipping costs will depend on the reason for the return, order circumstances, product condition, and applicable laws and regulations.

For eligible quality-related issues, damaged products, incorrect products, or other cases caused by our error, Holy Stone may cover applicable return shipping costs.

Where applicable law provides different requirements regarding return shipping costs, those requirements will apply.

Refunds

If a refund is approved, it will generally be processed to the original payment method.

Where a product must be returned, the refund may be processed after the returned item has been received and reviewed, unless otherwise required by applicable law.

After a refund has been issued by Holy Stone, your bank, credit card company, or payment provider may require additional time to post the funds to your account.

Refund methods, timing, and procedures may vary depending on the circumstances of the request, payment method, and applicable laws and regulations.

Exchanges and Replacements

If you receive a product that is defective, damaged, incorrect, or otherwise requires support, please contact our customer support team.

Please provide your order information, a description of the issue, and relevant photos or videos where applicable.

Our support team will review the request based on the product condition, order information, confirmed issue, and applicable policy, and will provide an appropriate solution.

Available solutions may include troubleshooting assistance, replacement parts, repair, exchange, replacement, refund, or other appropriate support, depending on the circumstances.

Warranty-Related Issues

Warranty service for quality-related issues is handled according to our applicable warranty and after-sales support policy.

If a quality-related issue is confirmed within the applicable warranty period, our support team will review the request and determine the appropriate solution based on the product condition, order information, confirmed issue, and applicable policy.

Warranty support may include troubleshooting assistance, replacement parts, repair, exchange, replacement, refund, or another appropriate solution.

Any commercial warranty offered by Holy Stone is provided in addition to any mandatory consumer rights that may apply under applicable laws and regulations.

Items or Requests Requiring Additional Review

Certain products or requests may be subject to additional conditions or may not qualify for a voluntary return, depending on the circumstances and applicable law. These may include:

• Gift cards

• Downloadable or digital products

• Items clearly designated as final sale or clearance items

• Products that have been used, damaged, altered, modified, or are missing parts for reasons unrelated to a product quality issue

• Requests without sufficient order or purchase information

• Products returned without prior return instructions

• Other products or circumstances subject to specific legal, safety, promotional, or order-related restrictions

Eligibility and available solutions will be determined based on the specific circumstances and applicable laws and regulations.

Nothing in this section excludes or limits any statutory consumer rights that cannot legally be excluded or limited.

Return Address

Please do not send your product back before contacting us or submitting a return request.

After your request has been reviewed, our support team will provide the correct return address, shipping instructions, and any other information needed to complete the return.

Products sent to an unauthorized or incorrect address may result in delays in identification or processing.

Applicable Consumer Rights

Consumer rights and mandatory requirements may vary by country or region.

Where applicable laws or regulations provide consumers with additional or different rights, protections, remedies, return requirements, refund requirements, warranty rights, or other mandatory protections, Holy Stone will comply with those requirements.

Nothing in this policy is intended to waive, exclude, restrict, or limit any rights that cannot legally be waived, excluded, restricted, or limited.

Policy Updates

Holy Stone may update this policy from time to time. The latest version published on this page will apply, subject to applicable laws and regulations.