Refund policy
HOLDIE — Return & Refund Policy
Return Window
All return requests must be initiated within 30 days of the confirmed delivery date as recorded by the carrier's tracking system. Requests submitted after this period will not be accepted under any circumstances, with no exceptions.
Eligibility Requirements
To qualify for a return, your item must meet all of the following conditions:
- Unworn and unused
- In its original condition and original packaging
- Accompanied by proof of purchase
Items that do not meet every one of these conditions will be automatically rejected, regardless of the reason for return.
Non-Returnable Items — Final Sale
The following are considered final sale and are not eligible for return or refund under any circumstances:
- Items purchased with a discount code, promotional price, bundle, or any reduced price — unless a verified manufacturing defect is present and documented per the requirements below
- Gift cards
- Items where the customer selected an incorrect size. Size charts are provided on every product page prior to purchase. HOLDIE is not responsible for sizing errors made by the customer at the time of order placement
- Orders where an incorrect or incomplete shipping address was provided by the customer at checkout. HOLDIE is not responsible for packages undelivered, returned to sender, or lost as a result of customer-provided address errors
- Orders confirmed as delivered by the carrier's tracking system. Once a package is marked as delivered, HOLDIE assumes no responsibility for theft, loss, or mishandling that occurs after confirmed delivery. Any such incidents must be reported directly to the carrier and/or local authorities
- Returns based on buyer's remorse, change of mind, personal dissatisfaction with the product, or failure to meet personal expectations that are not related to a verified manufacturing defect
Damages & Manufacturing Defects
Inspect your order immediately upon receipt. HOLDIE will only accept claims for items that arrive visibly damaged due to transit or that present a verified manufacturing defect.
Claims must be reported within 48 hours of the delivery timestamp recorded by the carrier. Reports submitted after this window will not be accepted and will constitute the customer's acceptance of the item as received.
To process your claim, the following evidence is mandatory:
- A continuous, unedited unboxing video clearly showing the sealed package and the damage or defect at the exact moment of opening
- Proof of purchase
Failure to provide both items of evidence within the 48-hour window will result in automatic rejection of the claim. No exceptions will be made.
Important — Baby Carrier Product Notice: HOLDIE products are designed as garments with an integrated carrying pouch. Claims related to alleged product failure while the garment is in use as a baby carrier require, in addition to the above, a written description of the circumstances of use at the time of the alleged failure. HOLDIE reserves the right to assess whether the product was being used in accordance with its published usage guidelines. Claims arising from misuse, use beyond the product's stated weight or age range, use during prohibited activities, or failure to follow safety guidelines will not be accepted as manufacturing defects.
How To Start A Return
Contact us at supportholdie@gmail.com with:
- Your order number
- Your reason for return
- All required evidence, if applicable
Do not ship any item back without prior written approval from HOLDIE. Unauthorized returns will not be accepted, will not be inspected, and will not be refunded. HOLDIE reserves the right to abandon or dispose of unauthorized return shipments.
Return Shipping Costs
The customer is solely responsible for 100% of return shipping costs. Original shipping and handling fees are non-refundable under any circumstances.
If a refund is approved, the original shipping cost paid at checkout will be deducted from the total refund amount.
All returns must be shipped using a tracked shipping service. HOLDIE assumes no responsibility for packages lost, delayed, or damaged in transit during the return process. Risk of loss during return shipping remains with the customer until the package is physically received and logged at our facility.
Inspection & Refund Process
Once your return is physically received, it will be inspected within 5 business days. You will be notified by email of the approval or rejection of your refund.
If approved, the refund will be credited to your original payment method within 5 to 10 business days, subject to your bank or payment processor's timelines. HOLDIE is not responsible for delays caused by financial institutions.
If more than 15 business days have passed since your refund was approved and you have not received it, contact us at supportholdie@gmail.com.
Exchanges
HOLDIE does not process direct exchanges. If you require a different size or item, you must initiate a return of the original item subject to eligibility requirements, and place a new separate order once the return is approved.
European Union — 14-Day Statutory Right of Withdrawal
If your order is shipped to a delivery address within the European Union, you retain the statutory right to cancel or return your order within 14 calendar days of delivery, for any reason and without justification, in accordance with EU Directive 2011/83/EU.
To exercise this right, the item must be:
- Unworn and unused
- In its original condition and packaging
- Accompanied by proof of purchase
This statutory right applies exclusively to EU-based deliveries and does not extend to orders shipped to any other jurisdiction.
Governing Law & Jurisdiction
This Return & Refund Policy is governed by the laws of the United Mexican States. Any dispute arising from or related to a purchase from HOLDIE shall be subject to the exclusive jurisdiction of the competent courts of Mexicali, Baja California, México. By completing a purchase, the customer expressly accepts these terms and submits to this jurisdiction.
Contact
For all return and refund inquiries:
supportholdie@gmail.com
Please include your order number in all communications.