Refund policy
At Holopex, our goal is to deliver dependable essentials with a straightforward shopping experience. If an item arrives damaged, defective, or different from what you ordered, we take full responsibility and make the resolution process simple and fast.
1. 30-Day Resolution Window
You have up to 30 calendar days from the official carrier delivery date to report an issue and request a replacement, return, or full refund.
2. Transit Damage & Defective Items
If your package arrives broken, physically damaged in transit, or fails to function as intended, we will resolve it immediately. We will issue a 100% refund or dispatch a brand-new replacement at no additional charge to you.
3. Incorrect or Mismatched Items
If you receive an item that differs from your order confirmation (such as an incorrect model variant, color, or specification), we will quickly provide a full refund or send out the correct product free of charge.
4. Order Modifications & Cancellations
If you made a typo or selected the wrong item during checkout, email us right away at hello@Holopex.com. We can edit or cancel orders as long as they have not yet been processed and handed over to logistics. Once a parcel is dispatched from our distribution hub, the shipment cannot be intercepted, modified, or canceled.
5. Change of Mind Policy
While we fully protect you against defective, broken, or mis-shipped goods, we do not accept returns or refunds for standard buyer remorse or changes of mind. Because Holopex covers complete international freight costs to offer free worldwide delivery on every order, our logistics model requires a verified product issue (such as transport damage, hardware failure, or wrong delivery) to initiate a return or refund.
6. Statutory Rights for European Union Customers
In accordance with consumer regulations, customers located in the European Union hold a statutory right of withdrawal within 30 days of receiving their physical shipment.
Submitting Withdrawal: Contact our support desk at hello@Holopex.com referencing your order details and your decision to exercise your statutory withdrawal right.
Pre-Dispatch Cancellation: EU customers may cancel an order anytime before warehouse processing begins by reaching out to our team immediately.
Settlement & Return Freight: Following an authorized withdrawal request, your payment will be refunded within 14 days. We manage and cover return transport at zero extra expense by arranging carrier collection directly from your address.
7. How to Submit a Claim
To initiate a review, email hello@Holopex.com with your order number, a brief explanation, and clear photos or a short video clip showing the issue with the item and shipping packaging. Our claims team reviews submissions within 24 to 48 hours and confirms your approved resolution.
8. Payment Reimbursements
All approved refunds are handled via Shopify Payments and credited back to your original payment method. These credits typically post to your account within 2 to 10 business days depending on your banking provider. If your statement does not show the credit after 10 business days, contact us at hello@Holopex.com so we can trace the payment ID.
9. Return Shipping Coordination
Holopex utilizes multiple international fulfillment points. Depending on item classification and value, our support team will provide specific return instructions. You will never encounter hidden handling fees. When physical return of a faulty or mismatched item is required, we arrange direct home collection using established partners like packagesender.com to make the return effortless.
For questions or assistance regarding an active order, please email our support desk at hello@Holopex.com.