Return & Refund Policy
Return Request Window
You may request a return within 30 calendar days after delivery, subject to the conditions below and any additional mandatory rights under applicable law. Contact service@holtivo.com before sending an item back. A return request does not automatically authorize shipment to an address chosen by the customer.
How to Request a Return
Email service@holtivo.com with your order number, the item you wish to return, the reason for return, and photographs where relevant, especially for damaged, defective, or incorrect items. We will review eligibility and, where a physical return is appropriate, provide return instructions and an authorized return address. Do not send items to the company registration address unless we explicitly authorize it for that return.
Return Condition
For discretionary or change-of-mind returns, items should be unused, in the condition received, and returned with accessories, labels, and packaging reasonably necessary to assess and resell the product, where appropriate. You may inspect an item as reasonably necessary to determine its nature and characteristics. These conditions do not reduce mandatory rights for defective, misdescribed, or nonconforming goods.
Certain products may be excluded from change-of-mind returns when an applicable legal exception applies, including some personalized or hygiene-sensitive products under the conditions specified by local law. Any applicable exception must be consistent with the product and applicable legal requirements.
Return Shipping Costs
For an eligible voluntary change-of-mind return, the customer normally pays return shipping unless applicable law requires otherwise. If an item is defective, damaged on arrival, or incorrect, we will pay reasonable applicable return-shipping costs or provide another lawful resolution. Please contact us before arranging paid return shipping so that we can provide instructions and avoid unnecessary costs.
Inspection and Refund Approval
After a returned item reaches the authorized return destination, we may inspect it to assess eligibility. If a refund is approved, we aim to initiate the refund within 10 business days after approval, or sooner where legally required. Refunds are normally issued to the original payment method unless applicable law requires or permits another arrangement. Your bank or payment provider may take additional time to make the credit visible. We do not charge a restocking fee.
Order Cancellations
To request a cancellation, contact service@holtivo.com as soon as possible and before dispatch. We will attempt to cancel an order that has not yet shipped, although cancellation is not guaranteed once fulfillment or dispatch has begun. After dispatch, the applicable return procedure and statutory cancellation rights govern.
Exchanges
If you would prefer an exchange, contact us to discuss the item and availability. Exchanges depend on product availability, practical shipping arrangements, and your mandatory legal remedies. A refund or replacement may be offered when required by law.
Damaged, Defective, or Incorrect Items
Contact us promptly after discovering a problem and provide your order number and details. We will review the issue and arrange repair, replacement, refund, return shipping, or another remedy as required by applicable consumer law. These rights may continue beyond the voluntary 30-day request period.
Contact and Business Details
Support Email: service@holtivo.com
Contact Phone: +86 13483527416
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Operating Company: Jilin Jinjian Trading Co., Ltd.
Company Address: Room 1214, Building 4, Chenyu Community, East of Dongsheng Street and North of Jilin Avenue, Erdao District, Changchun
The company address is for business identification and is not an automatic returns destination.